ServiceNow Knowledge 2025 was, as it always is, electric. Thousands of platform professionals, partners, and customers coming together to talk about ‘innovation’, ‘disruption’, and ‘what’s next’. Between showcases, hands-on labs, and roadmap sneak peeks, there was a lot to digest.

The biggest takeaway is the platform itself. Built on a foundation of a faster RaptorDB database and a more capable Workflow Data Fabric integration layer, and ready for both ServiceNow and BYO AI. Is this the Now Platform? No, as of Knowledge 25, it is the ServiceNow AI Platform.

But aside from the bold re-branding, flashy demos and insightful sessions, a few key themes really stood out – especially if you’re looking at the platform from an enterprise strategy or service delivery point of view.

AI Control Tower

What Is It?

The AI Control Tower is ServiceNow’s new centralised governance solution for AI usage across the Now Platform. It gives organisations a single point of control to manage all AI models, whether that’s GenAI from Now Assist, third-party LLMs, or traditional machine learning. Think of it as an "air traffic control" centre for AI, offering transparency over how models are used, where data flows, and how outputs are generated.

This includes model lifecycle management, usage metrics, policy enforcement, and auditability. It's designed with compliance, accountability, and enterprise safety in mind, especially for organisations operating in regulated industries.

Why It Matters

The adoption of AI in enterprise workflows is accelerating, but so are the risks. With multiple teams experimenting with different models, it’s easy for AI usage to become a black box, raising concerns about bias, shadow AI, data misuse, and audit failures. The AI Control Tower puts guardrails around all of that. It empowers CIOs, platform owners, and compliance leaders to say “yes” to AI innovation, without losing control of the wheel. As new regulations and industry-specific compliance standards roll out, having this level of visibility and governance won’t just be a nice-to-have.

Driving SDLC Compliance with AI

What Is It?

ServiceNow is applying AI directly within the Software Development Lifecycle (SDLC), helping development and DevOps teams maintain compliance while accelerating delivery. This includes AI-powered code suggestions, user stories, requirements, tests, and releases. AI Agents can assist with test case generation and create compliant documentation or release notes with minimal manual effort.

The capabilities integrate with common DevOps toolchains and are designed to work hand-in-hand with existing governance models and regulatory frameworks.

Why It Matters

For heavily regulated industries like finance, health, and government, staying compliant during the SDLC is tough—especially when speed-to-market is also a priority. Traditional approaches to compliance often slow things down and create bottlenecks. By embedding AI at the heart of the development workflow, developers get to move faster, while risk and compliance teams sleep better at night. It’s a win-win that reflects a smarter, more integrated approach to DevSecOps.

Tools for Industry Verticals

What Is It?

At Knowledge 2025, ServiceNow made it clear that it’s doubling down on industry-specific solutions. While the platform has always been customisable for different sectors, we’re now seeing a strong focus on pre-built, out-of-the-box applications that align with the specific needs of industries like telecommunications, financial services, healthcare, and the public sector. Examples include:

  • Telco: AI-enhanced order management, network assurance, and customer experience workflows.
  • Finance: AI-driven fraud detection, ESG compliance tracking, and automated risk management.
  • Healthcare: Clinician onboarding, asset lifecycle tracking, and patient engagement tools.
  • Government: Licensing and permitting workflows, grants management, and AI-enabled citizen services.
Why It Matters

Organisations in these industries face complex challenges – tight regulations, legacy systems, and high customer expectations. Typically, they don’t have time (or budget) to reinvent the wheel with custom workflows every time a new need arises. By offering tailored, industry-aware solutions out of the box, ServiceNow lowers the barrier to transformation. For customers, it means faster time-to-value, lower risk, and platform adoption that feels aligned with how their industry actually operates.

From enterprise-grade AI governance and smart SDLC automation to laser-focused industry solutions, the ServiceNow platform is evolving fast, and in ways that feel refreshingly grounded. This isn’t AI for AI’s sake or a vision of “someday” innovation. These are tools designed to solve real problems today, with the scale, trust, and speed modern enterprises demand.

Whether you're running a digital transformation program, leading a platform team, or managing risk across your enterprise, the capabilities unveiled at Knowledge 2025 are more than just feature upgrades – they’re strategic building blocks for what comes next.