AIATS Insights · Topic
ServiceNow platform guidance: AI agents, ITSM, CMDB, SDK and release playbooks.
Knowledge 2026 puts the L1 Service Desk AI Specialist into the Autonomous Workforce. UK ITSM playbook: password resets to VPN, CAB, IR35/ops, CMDB, GDPR and human-in-the-loop before autonomy.
Zurich put Vault Console and Machine Identity Console beside agentic AI. UK CISOs need a native control playbook — encryption, NHI hygiene and Zero Trust — not another bolt-on slide.
April 2026 replaced ServiceNow Standard/Pro/Enterprise with Foundation, Advanced and Prime — AI bundled, Assist metered, legacy SKUs EOS ~1 July. Use this UK CIO/procurement checklist.
Knowledge 2026 put Armis asset intelligence and Veza identity graphs on ServiceNow security plane. Here is a 30-day UK path to govern AI agents, NHIs and connected assets without a rip-and-replace.
Knowledge 2026 turns Workflow Data Fabric into the governed real-time data plane for Otto, agents and MCP. Here is how UK teams should connect, contextualise and govern before the next AI wave.
Australia turns AI Control Tower into an enterprise command centre for agents, prompts and MCP — with AI Gateway enforcement and kill switches. Here is how UK teams should roll it out without freezing delivery.
Knowledge 2026 opened ServiceNow's system of action to Claude, Copilot and home-grown agents via Action Fabric and a generally available MCP Server. Here is how UK teams enable it without losing AI Control Tower, ACLs and change discipline.
Build Agent skills now reach Cursor, Claude Code, Copilot and Windsurf. Here is how UK platform teams enable IDE development without losing AI Control Tower, AEMC and ADLC discipline.
Otto unifies Now Assist, Moveworks and AI Experience into one work-completion front door. Here is a practical UK checklist for pilots, Control Tower governance and 60-day sequencing.
How ServiceNow AI Search powers enterprise search and generative answers — and how to connect knowledge, service catalogue and agent workflows without creating ungoverned AI sprawl.
What actually works in production for ServiceNow Now Assist and agentic ITSM — L1 deflection, incident enrichment and change assistance — with guardrails UK enterprises should enforce.
Why CSDM 4/5 is foundational for Now Assist, AI agents and reliable service mapping — practical guidance for UK enterprises improving CMDB quality without a big-bang remodel.