ServiceNow Rolls Out AI Control Tower, Agent Fabric, and Next-Gen CRM

At its Knowledge 2025 event, ServiceNow introduced two new components designed to help organizations better manage and scale their AI operations: the AI Control Tower and the AI Agent Fabric. These launches mark an effort to provide enterprises with a centralized way to oversee a growing number of AI agents, models, and workflows while facilitating inter-agent communication across heterogeneous environments.

The AI Control Tower serves as a command center for enterprise AI oversight. It allows organizations to monitor, govern, and manage both ServiceNow-native and third-party AI agents from a single interface. As the number of AI deployments grows across functions—whether for automating tasks, analyzing data, or supporting workflows—this centralized management tool provides enterprise-wide visibility. Features include embedded governance, real-time reporting, performance tracking, and lifecycle management, enabling companies to align AI operations with business objectives while mitigating compliance and security risks.

This tool also builds on the recently announced AI Agent Orchestrator and integrates with ServiceNow’s broader AI platform. By bringing compliance, governance, and operational monitoring into one interface, organizations gain a clearer picture of how AI is being used across their business, where it delivers impact, and where it may require oversight or intervention.

Complementing this is AI Agent Fabric, a communication framework that enables AI agents to interact with each other and with enterprise tools in real time. It supports multi-agent and multi-model environments by using common interoperability protocols like MCP (Model Context Protocol) and A2A (Agent2Agent protocol). This allows agents—whether built on ServiceNow or by external providers—to share context, coordinate actions, and perform tasks collaboratively, supporting more complex and distributed workflows.

Several partners—including Adobe, Cisco, IBM, Microsoft, and Zoom—are developing early integrations with AI Agent Fabric. These integrations aim to help organizations unify their agentic systems and build seamless AI-powered workflows that span platforms and vendors. The framework also supports domain-specific agents built through ServiceNow’s AI Agent Studio, contributing to an ecosystem where diverse AI agents can operate in sync.

AI Agents Redefine CRM by Automating the Full Customer Lifecycle

ServiceNow has also reimagined CRM with a unified, AI-powered platform that automates workflows across sales, service, and fulfillment. Unlike legacy systems that silo operations and require manual handoffs, ServiceNow’s CRM leverages AI agents to orchestrate seamless, end-to-end customer experiences. These agents not only reduce reliance on live call center staff but also accelerate response times by autonomously managing inquiries, routing tasks, and coordinating fulfillment—eliminating the friction that often disrupts customer engagement.

With customers like Pure Storage already realizing value, ServiceNow’s CRM agents demonstrate a shift toward scalable, proactive service. By eliminating the need for multiple tools and spreadsheets, businesses can deliver faster resolutions, improve productivity, and unlock new revenue potential. As adoption grows and AI agents become core to customer operations, ServiceNow positions itself as a central platform for organizations aiming to transform how they sell, fulfill, and support in the AI era.