Watch the video above for an introduction to ServiceNow AI Platform architecture.

Overview of the ServiceNow AI Platform

The ServiceNow AI Platform is a highly versatile, scalable cloud solution enterprise for IT, operations, and business management, and process automation.

“The single source of truth” in your business is your data, and ServiceNow holds all your data on a single, secure platform, using a singular data model for all operations. Enterprise applications are delivered through this system, integrating seamlessly with each other and with external services. The ServiceNow AI Platform helps you address your business needs, boosting efficiency and productivity from the individual user through your entire enterprise, saving time and money.

Architecture

The ServiceNow AI Platform offers easy customization, live reports and monitoring, and strong data privacy to save your business money and boost productivity. Services on the ServiceNow AI Platform are provided on a multi-instance basis, instead of running one instance with multiple users. Administrators can segregate their data between business entities in a multi-instance architecture, offering different experiences per instance while they all remain centrally managed through the platform. Deep customizability is available in all your instances, with easy software installation, data importing, and creation of workflows, processes, applications, or UIs.

Administration

The ServiceNow AI Platform Admin Center gives business administrators easy subscription management, a full-service catalog for services and products, and total control over workflow process optimization. Localization is available in more than a dozen languages and currencies. In-house and third-party translation services handle communications, virtual agent chat, user input translation, and more. Analytics tools provide detailed feedback on user activity, security, and other important aspects of your digital enterprise.

Integration

The Workflow Data Fabric enables connections between instances and external services on the ServiceNow AI Platform. Both unidirectional and bidirectional data integrations are available, along with email-based connection, and various other methods and technologies, all through the platform's MID Server system. Connection and automation occur in one place, with full instance and data replication, importing and exporting, and pre-built processes to address various tasks and third-party services.

Tools

ServiceNow has a full series of options available to ServiceNow AI Platform subscribers. Ready-made tools and templates all mean easy and fast setup of your instance from the start, along with quick creation of interfaces and applications.

App Engine Studio

Speed up—and scale up—low-code development for your instance.

Flow Designer

Recreate processes as digital workflows.

UI Builder

Create user interfaces and improve user experiences.

Integration Hub

Natively integrate ServiceNow with any external service or product.

Predictive Intelligence

Perform smart automation of workflows.

Virtual Agent

Create intelligent chatbots to address users' problems and services.

Performance Analytics

Analyze and maximize workflow performance.

AI Search

Offer a consumer-grade search experience for users.

Platform Analytics

Distribute and consume Platform Analytics through data visualizations and dashboards with optional filters. Explore KPIs and receive insights into significant events in the data. Use dashboards to create a visual story with Platform Analytics data that you can share with multiple users. Use data visualizations based on table, indicator, or other data in dashboards across the Analytics Overview. Administrators can leverage Usage Insights to get information on user engagement with both mobile and web applications, including user population, retention, and behavior. Process Mining helps you discover ways to streamline your business, find bottlenecks and deviations in workflows, filter and compare processes.

For more information, see Platform Analytics.

Mobile

Desktop access to the ServiceNow AI Platform is matched by our mobile applications. The Now Mobile app offers a consumer-grade experience for your customers and users to access available services, including help articles and live or virtual agents. ServiceNow mobile, geared toward service providers in your enterprise, provides tools for task scheduling and handling, communications, GPS and mapping, multimedia uploading, and offline services. Easy no-code configuration and in-depth developer tools, including reusable components, views, and a robust mobile publishing system, give you the tools to build mobile apps yourself.

For more information, see Mobile Platform.

Knowledge

ServiceNow provides not only the tools you need for your business to thrive, but the know-how to make use of all the options on the platform. Detailed knowledge base articles enable users and agents to get the information they need, to handle specialized tasks or processes, troubleshoot, or find other help. The Knowledge Management system enables you to create, store, and share information easily within your organization, monitor usage, and collect feedback (including full analytics) to improve your knowledge base.

For more information, see Knowledge Management.

AI Experiences

Transform your enterprise with AI that drives outcomes. Start with an intuitive AI Experience that moves work forward. Scale to teams of AI agents that automate complex workflows. Customize capabilities with AI Agent Fabric, and maintain full visibility with AI Control Tower. AI that scales with you—flexible, purposeful, and always under your control.

For more information, see Enable AI experiences.