ServiceNow Knowledge 2025: Witnessing the AI Revolution Firsthand
NEWS
As a passionate ServiceNow partner and an advocate for intelligent transformation, the Novabridge team is thrilled to share our insights from ServiceNow Knowledge 2025. With over 25,000 technology enthusiasts having gathered to witness the future of work, this year's conference truly embodied the theme: "Where ServiceNow AI gets to WORK!"
What's making Novabridge excited
ServiceNow AI Platform: The foundation of the Agentic Era
At the ServiceNow Knowledge 2025, Bill McDermott, Chairman and CEO of ServiceNow, opened the 1st day of the event with a bold statement: "ServiceNow is igniting a new era of enterprise transformation with the ServiceNow AI Platform. We're unleashing the full power of AI across any industry, any agent, any workflow."
This reimagined platform unifies intelligence, data, and orchestration through a smart, conversational AI Engagement Layer, finally addressing the fragmentation challenges we see in most enterprises.
In particular, Workflow Fabric (the new name for Integration Hub) stood out as a highlight of high praise among experts. Acting as an AI enabler, Workflow Fabric enables zero-copy and streaming data integration, removing the need to build tables or use import sets, significantly improving data security and access. This technology addresses the complexity and fragmentation that typically come with data integration.
AI Control Tower: The brain behind the operation
ServiceNow launched the new AI Control Tower, a centralised command centre to govern, manage, secure, and realise value from any ServiceNow and third‑party AI agent, model, and workflow on a single unified platform.
As Mario Quinones, Certified Technical Architect at Novabridge shares, the AI Control Tower not only monitors AI agents to ensure they operate within defined parameters but also works in tandem with the AI Orchestrator to coordinate agents in executing specific tasks, such as retrieving procurement records or generating tender documents, streamlining complex workflows and reducing manual effort.
Novabridge’s view: Every enterprise we work with struggles with AI sprawl – different teams implementing different AI tools without coordination. With ServiceNow AI Control Tower, we can help clients establish unified policies, monitor AI usage across all systems, and ensure compliance from day one. AI Control Tower provides the business context you need to connect AI initiatives to core business services and technology.
AI Agent Fabric: The Ultimate Connector
As the next feature, AI Agent Fabric was introduced at the ServiceNow Knowledge 2025 with the ability to deliver new levels of agent‑to‑agent and multi‑model communication and collaboration, enabling seamless coordination with partners like Microsoft, NVIDIA, Google, Oracle, and more.
Novabridge’s view: Novabridge experts highly value the capabilities of agentic AI in ServiceNow, particularly its ability to automatically generate change implementation plans, fallback strategies, and test plans without the need for manual configuration, marking a significant leap forward in workflow automation.
However, as organisations scale their AI initiatives, the real challenge lies in the growing complexity and disaggregation of systems. This is where ServiceNow’s AI Agent Fabric becomes a game-changer. By establishing a standardised communication protocol, it enables disparate AI agents — whether from ServiceNow, Microsoft, Google or others — to share context and coordinate tasks seamlessly. This ensures that incidents or triggers can flow across platforms without losing continuity or requiring manual handovers.
ServiceNow IDE: A Game-Changer for Developers
ServiceNow has launched a new IDE based on VS Code, fully integrated with AI. Built on the S code foundation, this new IDE enables extended development capabilities beyond the confines of ServiceNow. With full support for pro-code development, developers can now use a complete IDE environment, making the build process significantly faster and more efficient. Combined with AI capabilities such as natural language development, this IDE is set to fundamentally transform project delivery and code optimisation.
“The new IDE isn’t just another dev tool — it’s a fully-fledged AI assistant for developers. I was particularly impressed by its maturity and speed,” shared Simon Fraser, Senior Developer at Novabridge, after attending a live demo of the new ServiceNow IDE
Novabridge’s view: The new IDE represents a turning point in ServiceNow development. The ability to leverage industry-standard development tools in conjunction with AI will drastically accelerate developer workflows, reduce delivery times, and allow teams to focus on more complex, high-value tasks.
Raptor DB: A Database Revolution
ServiceNow has transitioned from MariaDB to Raptor DB in response to performance limitations. Raptor DB delivers a significant upgrade — capable of loading dashboards containing 130 million Configuration Items (CIs) almost instantly, compared to several minutes with MariaDB. Customers will have the option to move to Raptor DB during their renewal periods, with two tiers available: Standard and Pro, the latter offering even faster performance at a higher cost.
"During the demo, I witnessed firsthand the performance gap between MariaDB and Raptor DB. Raptor DB loaded a dashboard with 130 million CIs almost instantly, while MariaDB took several minutes. This is going to be a game-changer for our enterprise clients," emphasised Mario Quinones.
Novabridge’s view:
The shift to Raptor DB demonstrates ServiceNow’s commitment to performance and scalability. For organisations managing large datasets, this represents a substantial enhancement, reducing system response times and improving user experience. This is a critical consideration when advising clients on their system upgrade roadmaps.
ServiceNow University: Learning reimagined
The transformation from NowLearning to ServiceNow University represents a paradigm shift. It’s designed as a free gamified learning with AI-powered unified profiles. Plus, the platform aesthetics are absolutely stunning.
Novabridge’s take: Traditional training poses a significant challenge in ServiceNow implementation. It seems the ServiceNow team is well aware of this. ServiceNow University, with its personalised learning paths and gamified approach, has the potential to improve engagement, user adoption, and knowledge retention.
Next-Gen CRM: One Platform to rule them all
ServiceNow's enhanced CRM offering transforms reactive support into proactive engagement. From configure/price/quote to renewal, it's a complete customer lifecycle solution under one data model.
"Apriel Nemotron 15B represents ServiceNow’s deep commitment to AI. Partnering with NVIDIA proves they’re serious about embedding AI into real business workflows — not just tacking it on as a nice-to-have," shared Simon Fraser, Senior Developer at Novabridge.
Novabridge’s take: Finally, a CRM that thinks like an AI-first platform should think. Previously, ServiceNow was primarily an IT service management platform. Now it's expanding to become a complete business platform. The new unified CRM eliminates data silos between sales, service, and operations - all running on the same Now Platform that organisations already use for IT. This means no more duplicate customer records or disconnected systems. What's different? ServiceNow CRM leverages the same workflow engine and data model your IT team already knows, making integration and maintenance significantly simpler than traditional standalone CRM solutions.
Apriel Nemotron 15B: The reasoning revolution
ServiceNow's partnership with NVIDIA has birthed a world-class reasoning LLM - Apriel Nemotron 15B. Lower latency, reduced costs, and faster agentic AI? This is how you Put AI to Work efficiently. The 1st day of the ServiceNow Knowledge 2025 was completed with this latest feature, which raised the voices of leaders around the world!
Novabridge’s view: Apriel Nemotron 15B was developed as a compact, enterprise-grade LLM for real-time workflow execution, with a focus on making it faster, more efficient, and more cost-effective to run on Nvidia GPU infrastructure as an Nvidia NIM microservice.
The three days of ServiceNow Knowledge 2025 have shown us one thing clearly: the future of work is here, and ServiceNow Responsible AI is leading the charge. As we digest these innovations and prepare for implementation, Novabridge is ready to be your guide.
How Novabridge can accelerate your AI journey
As the trusted ServiceNow AI partner in ANZ and Dyna Software’s APAC partner of the year – the developer of Platform Copilot, the first Agentic AI for ServiceNow – Novabridge is uniquely positioned to help you navigate this AI transformation.
1. AI strategy & governance implementation
- Design and implement your AI Control Tower
- Develop comprehensive AI governance frameworks for enterprise-scale deployment
- Create roadmaps aligned with ServiceNow's agentic AI vision
2. ServiceNow AI solutions
- Now Assist implementation and optimisation
- Custom AI agent development using AI Agent Fabric
- Integration with existing Microsoft, Google, and Oracle environments
3. ServiceNow CRM transformation
- Modern CRM platform migration leveraging ServiceNow's unified approach
- Industry-specific customisations for banking, healthcare, and retail
- Process automation from quote to renewal
4. Training & change management
- ServiceNow University program management
- Custom training curricula utilising gamified learning approaches
- Change management strategies for AI adoption
5. Technical excellence
- Platform architecture and development using ServiceNow AI Platform
- Integration services across your tech stack
- Performance optimisation using the latest ServiceNow innovations
Beyond being a partner for AI implementation, Novabridge is also a ServiceNow developer. We've built Strategic Sourcing, an application available on the ServiceNow Store that enhances procurement processes within the ServiceNow Source-to-Pay platform and ensures compliant outcomes.
Ready to ‘Put AI to Work’ in your organisation?
Let's connect and discuss how Novabridge Pty Ltd can help you transform these ServiceNow Knowledge 2025 insights into tangible business results. From strategy to implementation, we're here to ensure your ServiceNow AI journey is successful, sustainable and delivers real value.
Our representative offices are strategically located not only across the five major Australian cities – Canberra, Sydney, Melbourne, Perth, and Brisbane; but we have also established a formal presence in Auckland and Wellington, New Zealand. Upon your request, our specialists are readily available to collaborate on the development of a tailored ServiceNow AI solution for your organisation.
Follow ServiceNow and ServiceNow Community for ongoing updates, and follow Novabridge for expert analysis and implementation strategies. Together, let's make AI work for your business!
Contact Novabridge today – Your leading partner for putting ServiceNow AI to work.
