ServiceNow Knowledge 2025: What Happened in Vegas?

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Every year, ServiceNow’s Knowledge conference is where the Now Platform’s future is revealed — but this year in Las Vegas, it felt like more than a product showcase. It felt like a turning point.

From the moment the keynotes opened, the message was clear: AI isn’t an add-on anymore — it’s the operating system for modern business. With bold announcements across AI, CRM, and enterprise operations, ServiceNow is doubling down on its commitment to simplify work and supercharge outcomes.

Here are the most important takeaways from Knowledge 2025 — grouped by the themes that defined the week.

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Enterprise AI: From Support to Strategic Autonomy

“AI can only achieve its full potential when it can reach every corner of the business,” said CEO Bill McDermott during the Day 1 keynote. This sentiment set the tone for a series of announcements aimed at deeply embedding AI across the enterprise.

The core of this strategy was summed up in one bold statement:

“Any AI agent. Any workflow. Any cloud. Any data. Any industry. One AI platform.”

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At the heart of this evolution is the AI Agent Fabric — a unified orchestration layer that allows organizations to deploy task-specific, context-aware agents that interact intelligently within and across workflows. These agents form the backbone of a growing digital workforce capable of driving action across functions.
👉 AI Agent Fabric announcement

To govern these agents and ensure responsible use, ServiceNow introduced the AI Control Tower — a centralized command center that helps organizations manage models, track outcomes, ensure compliance, and align AI with business goals.
👉 AI Control Tower announcement

Powering these capabilities is the Workflow Data Fabric — a foundational data layer that harmonizes information across environments to provide real-time intelligence and operational context. Enhancing this foundation is the Workflow Data Network, a robust ecosystem of over 100 data partners and integrations. It enables secure, compliant data activation across platforms — supporting both agents and workflows with enriched, federated intelligence.
👉 Workflow Data Network announcement

One product leader captured this strategy best:

“Analytics at the speed of thought, insight into action.”

And it’s not just about speed. ServiceNow is also investing in smarter infrastructure, launching Apriel Nemotron 15B, a new reasoning model built in partnership with NVIDIA that delivers lower latency, reduced inference costs, and better performance for AI agents.
👉 NVIDIA partnership

There were also several announcements aimed at improving the developer experience, showcased during the CreatorCon keynote — underscoring ServiceNow’s commitment to supporting the full AI development lifecycle.

And to help the ecosystem keep pace with this change, ServiceNow introduced ServiceNow University — a free, AI-personalized, open learning experience to help professionals build the skills of tomorrow.
👉 University announcement

Other major AI-driven releases included:

• Autonomous IT: Transforming IT from support to strategy through generative intelligence
  👉 Autonomous IT announcement
• AI for Security & Risk: Automating security operations with contextual workflows
  👉 Security & Risk AI announcement

And as IDC’s Ritu Jyoti shared in a keynote fireside chat:

“This is not just about productivity gains — it’s about how you transform your business model.”

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AI for CRM and Core Ops: Reshaping the Enterprise Stack

AI didn’t stop at IT — it moved into the customer-facing front office and the operational middle office, reshaping how organizations engage, deliver, and run core business functions.

Two major product announcements made this shift clear:

1. ServiceNow CRM — a customer-centric, AI-powered CRM built natively on the Now Platform. Designed to unify sales, service, and success, it enables organizations to manage the entire customer lifecycle on a single system of action.
   👉 CRM announcement
   👉 Product page

The positioning was clear: legacy CRMs isolate data and limit outcomes. As the keynote team put it:

“That was service then. This is ServiceNow.”

2. Core Business Suite (CBS) — an integrated suite of applications for finance, procurement, and operations. CBS brings AI to the middle office, helping organizations enhance transparency, break down silos, and automate manual processes with intelligent workflows.
   👉 CBS announcement
   👉 Product page

Together, these launches signal again that ServiceNow is a true platform for enterprise orchestration, spanning the full spectrum of work from customer interaction to operational execution.

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Beyond the Tech: People, Partners, and Purpose

Amid the technology, Knowledge 2025 gave us plenty of reminders that transformation is also about people.

In the closing session, “Knowledge Unscripted,” Conan O’Brien and Jessica Williams joined ServiceNow Vice Chairman Nick Tzitzon for a conversation on creativity, authenticity, and collaboration.

Among the highlights:

• “Humans can sniff out when you’re not being authentic.”
• “Everyone’s playing different notes — it’s a collaboration.”
• “Make a plan and be ready to throw it out the window.”
• “Don’t be too attached to your darlings. Be prepared and ready for inspiration.”
• “Do it with joy and intention, and then walk away. You did your job.”

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The theme of teamwork came through again in a session hosted by the Aston Martin Aramco Formula 1 team, where they reminded us that “The driver is never driving alone. This is a team sport.”

For those of us in the partner ecosystem, this couldn’t ring truer. In her session on ecosystem value, Erica Volini shared:

“Transformation is not going to look the same for everyone, but I can assure you that a partner will make a difference for all.”

For companies exploring digital transformation with a trusted nearshore team, here’s why working with a ServiceNow partner like us can help.

And in the LATAM Partner Event, Federico Grosso closed with a line that earned a good laugh and stuck with us all:

“Let’s make sure that what happens in Vegas, doesn’t stay in Vegas.”

Challenge accepted!

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Final Takeaways: Transform with Speed, Trust, and Joy

For our team, the biggest takeaway wasn’t just the announcement of new features. It was a renewed sense of purpose: to help our clients perform while they transform — and to do it with speed, trust, and joy.

AI is no longer hype. It’s here, it’s working, and it’s reshaping everything — from how we build, to how we serve, to how we grow.

We’re ready for what comes next. Let’s define your AI journey together.
Contact our ServiceNow Studio to start the conversation.

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