Leading with ServiceNow AI Control Tower & ServiceNow AI Agent Fabric

At ServiceNow Knowledge 2025, a clear message emerged: it's time for businesses to genuinely Put AI to Work. In a world of multilateral trade integration, where geopolitical situations profoundly impact the economy and vice versa, we need a solution that unifies three elements: proactivity, self-adaptation, and real-time contextual analysis capabilities that traditional systems simply can't deliver.

The challenge lies not in AI's potential, but in how to harness it responsibly and strategically. Modern enterprises need AI systems that can adapt to complex, interconnected business environments while maintaining human oversight and ethical governance.

Returning from Las Vegas after the event, Novabridge experts quickly analysed two standout platforms with a technical focus: ServiceNow AI Control Tower and ServiceNow AI Agent Fabric, the pillars of ServiceNow Responsible AI strategy. The result is a smart, responsible 'digital workforce' that complements the human team rather than operating without control.

ServiceNow AI Control Tower: The solution for smarter AI governance

As mentioned on the first day by Bill McDermott, Chairman and CEO of ServiceNow, ServiceNow AI Control Tower is the command centre for enterprise-level AI governance. Think of it as an air traffic control station for the multitude of "AI agents" operating within your organisation.

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Built on ServiceNow's integrated data framework, AI Control Tower delivers the business insights essential for linking AI programmes to your fundamental business services and tech infrastructure. It enables complete automation of AI workflows, proactive risk management, and real-time measurement of AI performance. With ServiceNow AI Control Tower, you gain the transparency and unified governance needed to expand any AI initiative with confidence and accountability.

Key features

What makes ServiceNow AI Control Tower deliver on its promises? Let's look at the main features from a manager's perspective.

Centralised AI Asset Management

ServiceNow AI Control Tower provides a centralised dashboard to monitor, manage and coordinate all AI systems, from internal tools to third-party platforms.

More importantly, it's not just a control tool but a strategic lens helping businesses align AI initiatives with business objectives, measure effectiveness and prioritise investments in projects that deliver real value.

Lifecycle Orchestration

With a standardised cycle from ideation to deployment through to continuous optimisation, managers can monitor AI development progress, ensuring every step follows risk assessment, quality and security protocols. This eliminates "development beyond control" and builds trust internally and with stakeholders.

Risk & Compliance Frameworks

In an increasingly strict regulatory environment, integrated risk assessment and compliance features become vital. Managers can apply role-based controls, trace processing history and continuously measure compliance levels, keeping businesses audit-ready and prepared for executive reporting. This includes AI impact assessments, bias concerns, security issues and compliance with internal and external regulations. This is also key to ServiceNow's Responsible AI strategy, to never overlook security, ethics and risk issues.

Real-time Performance Dashboards

Visual dashboards not only support productivity monitoring but allow managers to directly benchmark AI operational effectiveness against core business metrics like revenue, processing time or customer satisfaction levels. This means every AI investment decision can be data-driven.

Integration with ServiceNow AI Agent Fabric

Seamless integration between ServiceNow AI Control Tower and ServiceNow AI Agent Fabric not only enables AI agents to coordinate actions but allows managers to restructure processes, assign roles to each agent following clear business logic, and expand automation capabilities both deeply and broadly.

Practical business impact

According to ServiceNow's report at Knowledge 2025, organisations deploying ServiceNow AI Control Tower recorded a 40% reduction in AI deployment time, a 30% increase in process efficiency, and a 25% reduction in operational costs related to fragmented AI activities.

Thus, ServiceNow AI Control Tower isn't just a technical tool but a strategic orchestration platform, helping executives grasp investment effectiveness, operational risks and compliance capabilities in real-time, a vital element in the AI era.

ServiceNow AI Agent Fabric: The neural network connecting AI agents

If ServiceNow AI Control Tower is the brain, then ServiceNow AI Agent Fabric is the central nervous system, the bridge allowing AI agents from ServiceNow and third parties to communicate, coordinate and share context intelligently. It enables AI agents to work synchronously despite coming from different sources.

For example, a warehouse agent detecting inventory shortages can automatically coordinate with a finance agent to approve budgets and a supply chain or procurement agent to find alternative sources, without human intervention. This is the future of multi-platform workflows, where AIs operate in intelligent swarm models.

Key features

A2A protocol

The A2A (Agent-to-Agent) protocol is the key element in maintaining coherence and consistency in inter-agent operations. Instead of relying on manual integration, managers can be confident that agents will coordinate smoothly in multi-process situations, from incident management to procurement approvals.

Model Context Protocol (MCP)

Model Context Protocol allows AI agents to operate based on the same knowledge foundation or work state. This helps managers ensure all AI agents access the right information, avoiding decisions based on outdated or unsynchronised data.

Multi-channel interaction support

From an operational perspective, flexible communication between humans and AI increases flexibility in receiving requests and coordinating responses. Managers can leverage multi-channel interactions to allocate processes to the right recipients and appropriate channels, from help desks to voice bots.

Integration with Microsoft, NVIDIA, Google Cloud, Oracle, etc.

Integration capabilities with major platforms allow managers to maximise existing infrastructure. This not only optimises costs but accelerates the integration of advanced AI features like user behaviour analysis or enterprise-level natural language processing.

AI Agent Studio
With AI Agent Studio, managers and technical teams can build agents for specific business objectives, from financial planning agents to logistics support. This allows organisations to personalise their AI strategy, enhancing adaptability to market and internal needs.

Practical business impact

Organisations deploying ServiceNow AI Agent Fabric report:

• 33% reduction in task repetition between departments
• Accelerated incident processing in IT and customer service
• Optimised system coordination, enhanced real-time decision-making

All these impacts ultimately aim to increase ROI, reduce capital deficit risks and waste, protecting businesses in a context where trade wars continue to create global volatility.

Insights from Novabridge experts

At the core of every ServiceNow AI solution is the ServiceNow Responsible AI philosophy, ensuring AI operates transparently, fairly, responsibly and human-centrically. The combination of ServiceNow AI Control Tower and ServiceNow AI Agent Fabric creates the breakthrough for this philosophy.

According to Novabridge's expert team assessment, the practical value of these two platforms lies in enhancing operational efficiency, reducing manual workload, and strengthening compliance monitoring capabilities in complex environments. This is particularly meaningful for organisations implementing process digitisation or needing to integrate multiple data sources and different platforms.

From a long-term strategic perspective, Novabridge believes the ServiceNow Responsible AI ecosystem not only helps businesses grow efficiently but ensures flexibility when scaling. Early adoption of AI orchestration and agent models will help businesses create flexible operational capabilities, thereby creating sustainable competitive advantages in the AI and automation era.

Additionally, the scalability and real-time interaction capabilities between AI agents will pave the way for deploying next-generation AI models, where humans, processes and machines can collaborate intelligently on seamless platforms. This is the direction Novabridge believes will become the operational standard within the next 3-5 years.

We will be back with more information after the next event in July - ServiceNow World Forum 2025 in Sydney!

Novabridge - Your Responsible AI implementation partner

However, no matter how powerful the technology is, it can't implement itself. To bring AI vision into reality, businesses need a strategic partner who understands both the technology and the local context.

At Novabridge, we don't just "monitor" new technology, we've implemented it in real enterprise environments. In ANZ, we are a trusted ServiceNow Partner in consulting and AI implementation, with certified ServiceNow architects and solution experts.

Why clients trust Novabridge:

• Real-world experience with complex, large-scale AI projects in finance, healthcare and especially public services
• Strategic consulting team combining technology, helping you connect AI with growth and digital transformation objectives
• Flexible integration capabilities between ServiceNow and internal enterprise systems
• Methodical, transparent implementation processes, complying with responsible AI governance models
• Long-term partnership commitment from planning through post-implementation optimisation

Considering putting AI into operation? Let Novabridge help you get the design thinking right from the first step through to optimal operation.

Conclusion

Putting AI into action isn't just about deploying models, it's about weaving an intelligent, responsible and connected infrastructure. Businesses that achieve this won't just earn higher ROI but will win the trust of customers, employees and managers in an AI-operated world. With solid technology foundations from ServiceNow and Novabridge's partnership, ANZ organisations are ready to transform AI promises into real value, methodically, sustainably and strategically.

Times are changing, and it's time for businesses not just to keep up, but to lead the AI wave.

Contact Novabridge today to meet leading experts in ServiceNow Responsible AI strategy and implementation serving people!

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