ServiceNow announces alliances with IBM, Microsoft

ServiceNow, the AI platform for business transformation, has partnered with IBM to accelerate the impact of generative AI (gen AI) across the enterprise.

A new integration will combine the power of the Now Platform with IBM watsonx to boost productivity for mutual customers and partners. ServiceNow will also incorporate watsonx.ai and IBM Granite foundation large language models (LLMs) into its Now Assist gen AI experience for ServiceNow customers.

Bringing IBM watsonx onto the Now Platform will help customers quickly use both AI platforms to help accelerate workflow productivity even further, ServiceNow said. Customers will have access to a spoke integration of watsonx through ServiceNow’s Integration Hub for third-party platforms. In turn, they will be able to connect their ServiceNow workflows to models they have trained and tuned within watsonx.ai, IBM’s enterprise studio for AI builders.

"Our expanded collaboration with IBM reinforces our GenAI strategy to prioritise choice and flexibility for customers,” said CJ Desai, President and COO at ServiceNow.

“We are giving organisations access to two of the top AI platforms, working together to fuel a new era of enterprise productivity and innovation. The Now Platform helps customers deploy the LLM that best fits their unique needs, and incorporating watsonx models will help customers create more intuitive, efficient, and seamless experiences.”

The new ServiceNow-IBM integration is available on the ServiceNow Store. 

ServiceNow is adding watsonx to a portfolio of various models powering Now Assist capabilities. By incorporating the watsonx.ai and IBM Granite models into Now Assist, businesses have another option for building and scaling responsible gen AI applications using enterprise-relevant data. Access to these models will also help expand Now Assist’s multilingual capabilities and enhance summarisation, virtual agent conversational exchanges, and resolution generation.

“Organisations that can turn data into a competitive advantage are the ones that will win with AI,” said Rob Thomas, Senior VP, software and chief commercial officer, IBM.

“By expanding our collaboration with ServiceNow to combine watsonx with the ServiceNow platform, together we’ll enable clients to generate more insights from their data, which can help them unlock the full value of AI throughout their enterprise.”

The announcement builds on IBM and ServiceNow’s longstanding collaboration. As a Global Elite Partner, IBM combines technology and ServiceNow platform consulting and implementation expertise to help enterprises in every industry jumpstart their ServiceNow AI-enabled journey.

ServiceNow further announced an expanded strategic alliance with Microsoft, combining their generative AI capabilities to enhance employee choice and flexibility.

The new ServiceNow Now Assist and Microsoft Copilot integration brings the power of two generative AI assistants into one seamless enterprise experience, making it easier than ever to create value for enterprise workers and for employees to unlock new productivity avenues. Now Assist and Microsoft Copilot will intuitively interact to meet employees where they are so they can execute common productivity tasks. This is made possible by integrating the intelligence of Now Assist with ServiceNow’s AI-powered workflows with Microsoft Copilot to create a more holistic, connected experience, allowing employees to get the help they need from the most relevant generative AI assistant, regardless of which platform they are in.

“We strongly believe that the next shift in generative AI will result from the collaboration of industry leaders putting AI to work for their customers. We’re on our way to bringing the best of both worlds with the combined power of Now Assist and Microsoft Copilot to transform how work happens,” said Desai at the time of the launch.

“Today’s (May 8) news marks a new chapter in the way businesses will operate. With Microsoft as our partner, we’re enabling a smarter way to work, where generative AI assistants can cohabitate and interact to unlock new levels of productivity.”

“At Microsoft, we are committed to helping our customers adapt and thrive in this new age of AI,” said Rajesh Jha, Executive VP of Experiences + Devices at Microsoft.

“Fundamental shifts are transforming productivity for every individual, organisation, and industry, which is why our work with ServiceNow is so valuable. The seamless integration of our AI-powered assistants will help usher in improved levels of employee and IT productivity, reduce context switching, and ensure easier execution of everyday work tasks, adding to the value of our customers’ technology investments.”

Two generative AI assistants in one seamless, intelligent experience The simultaneous presence of ServiceNow and Microsoft’s AI assistants within Microsoft 365 can help quickly eliminate friction for employees.

Specifically, Copilot will be able to hand-off employee requests to Now Assist in Microsoft Teams. Whether it’s requesting or resolving a customer’s support issue, or even getting connected to a live agent for support on a complex problem, Now Assist will provide employees with responses to questions as well as recommend actions and next steps in a conversational manner. These actions combine Now Assist’s domain knowledge of the enterprise and awareness of the user’s context and organisational data from Microsoft 365 chats, email, calendar, and files.

Future capabilities will also enable such experiences as allowing employees to engage Copilot for Microsoft 365 from ServiceNow to create documents, such as a presentation in Microsoft PowerPoint, based on ServiceNow prompts, empowering AI-driven digital business.

ServiceNow and Microsoft have been strategic partners since 2019, helping customers work better and achieve more. Today’s news of ServiceNow and Microsoft’s expanded partnership represents the next phase of innovation for their customers and how their two platforms will empower the next generation of AI-driven digital business. Microsoft was additionally recognised with the 2024 ServiceNow Innovation and Build Partner of the Year award at ServiceNow’s annual Knowledge conference in May.

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