ServiceNow debuted Autonomous Workforce in February 2026, a tool that customers can use to resolve common IT problems, such as password resets and network issues, without human intervention. The launch followed a three-year internal testing strategy where the company piloted generative artificial intelligence applications internally starting in 2023.

In 2023, ServiceNow piloted applications of generative artificial intelligence internally, focusing on 15 ways to automate employees' repetitive tasks. The generative AI tools piloted and deployed internally by ServiceNow influenced the external products it launched throughout 2023 and beyond.

ServiceNow launched more than 240 AI use cases between 2023 and December 2025. By December 2025, the company had more than 240 total internal and external AI use cases, with nearly 3,000 customers using ServiceNow's AI tools.

Kellie Romack became ServiceNow's chief digital information officer in May 2024. Romack leads internal efforts to develop and deploy AI tools that automate IT help desk requests and generate code for software developers. "We're servicing the company and working on ourselves first," Romack said.

The internal-first approach helped ServiceNow identify and fix problems before customer launches. When ServiceNow began using generative AI for customer support summarization in 2023, early drafts did not always accurately summarize cases. ServiceNow used employee feedback to identify necessary fixes before launching its customer support summarization tool.

"I don't wait two weeks. We're talking within 24 to 48 hours that we're looking at it. With AI, we have such real-time data," Romack said.

ServiceNow applied the same strategy to other AI products. In the first quarter of 2024, ServiceNow developed and launched AI Control Tower, a governance-focused tool to track internal AI use cases and large language model adoption, under Romack's leadership. ServiceNow launched AI Control Tower for customers in May 2025, focusing on AI governance, tracking efficiency gains, and employee adoption.

The company added agentic AI capabilities to its IT service desk in August 2025. Kate Smaje, senior partner at McKinsey and Company, said "Experimentation is only the first step. The real challenge, and where value is created, is turning those learnings into robust systems that customers can trust and use at scale."