ServiceNow responsible AI offerings across ANZ enterprise

AI is shaking things up big time in the world of enterprise technology. Down here in Australia and New Zealand, business leaders are working hard to get their heads around AI and use it in their digital upgrades to make their day-to-day tasks way more efficient. And a key player in making sure this AI revolution is on the right track is ServiceNow – it's all about building intelligence into workflows in a way that's open, reliable, and genuinely effective.

This article explores how ServiceNow AI supports the AI spectrum in digital transformation, from predictive insights to agentic AI orchestration, and how its ecosystem of partners, including a leading ServiceNow Elite Partner in ANZ like Novabridge, help organisations adopt AI responsibly.

How ServiceNow responsible AI leads digital transformation

ServiceNow is positioning itself as the platform of platforms for AI-driven workflows, especially in regulated sectors. It provides significant support for enterprise AI capabilities through its Now Platform, offering a spectrum of features ranging from analytical AI to agentic AI workflows.

Designed with governance, scalability, and cross-functional utility in mind, its key components include:

• Now Assist: Generative AI that enhances productivity through summarisation, smart search, and language generation.
• Virtual Agent: Conversational AI for executing user requests via natural language.
• AI Agent Orchestrator: Coordinates tasks across multiple AI agents.
• Workflow Data Fabric: Real-time access to structured data across functions and systems.
• IntegrationHub & RPA: Automates AI actions across legacy and third-party systems.

These tools are embedded within a responsible AI architecture, ensuring compliance, auditability, and human-in-the-loop controls.

Compliance and Responsible AI in ANZ

ServiceNow's AI approach aligns with ANZ-specific standards for data governance and ethical automation:

• Local data centres with a Protected Platform for Australian government use.
• Partnerships with trusted ServiceNow partners in ANZ, such as Novabridge.
• Support for Bring-Your-Own-Model (BYOM) to meet sovereignty and privacy requirements.
• Embedded audit trails and model transparency to support responsible deployment.

Whether in the public sector, healthcare, or regulated industries, ServiceNow offers both the tools and the framework to operationalise responsible AI. Moreover, data is the foundation of trustworthy AI. The Workflow Data Fabric unifies operational data from IT, HR, customer service, and finance, giving AI agents real-time, governed access to contextual information. This structured visibility enables automation that is not only intelligent but also traceable and explainable, hallmarks of ServiceNow responsible AI.

ServiceNow has a growing presence in Australia and New Zealand, with local data centres and partnerships to cater to local needs. They offer a Protected Platform for the Australian government and have a strong ecosystem of local partners like Novabridge. ServiceNow focuses on regulated industries and empowers business users with low-code tools to build AI-driven applications.

The AI Spectrum in Digital Transformation: ServiceNow’s Capabilities

The Now Platform offers a spectrum of features ranging from analytical AI to agentic AI workflows. Here's a breakdown of how ServiceNow supports enterprise AI capabilities:

Predictive Intelligence (Analytical AI)

ServiceNow embeds machine learning across workflows to:

• Route tasks based on historical outcomes.
• Detect anomalies across IT operations.
• Forecast service demands and staffing needs.

These capabilities empower teams to move from reactive responses to data-driven decisions.

Virtual Agent (Conversational AI)

With natural language understanding (NLU), Virtual Agent:

• Automates common service tasks like password resets and request tracking.
• Integrates across ITSM, HR, and CSM modules.
• Supports multiple languages with extensible dialogue.

The result: more scalable service and fewer manual interventions.

Now Assist (Generative AI)

Through integration with OpenAI, Microsoft Azure OpenAI, and proprietary models, Now Assist:

• Summarises tickets and recommends next actions.
• Enhances search with semantic understanding.
• Powers intelligent chatbot responses with GenAI.

Organisations in ANZ can deploy Now Assist while retaining control over which LLMs are used—strengthening data protection.

Automation Engine & RPA

ServiceNow’s Automation Engine bridges AI insights and execution:

• Parses data from emails or PDFs.
• Executes repetitive workflows through bots.
• Integrates seamlessly with legacy systems.

AI powers the logic. RPA carries out the action.

AIOps and Service Management

ServiceNow’s AI for IT Operations (ITOM):

• Groups and prioritises alerts using AI.
• Suggests likely causes and resolutions.
• Surfaces relevant knowledge articles.

These reduce noise, improve uptime, and lower manual triage time.

AI-Powered Workflows (Agentic AI)

ServiceNow is heavily investing in agentic AI, introducing capabilities that:

• Enable multiple AI agents to collaborate across different steps in a process via AI Agent Orchestrator.
• Allow users to create and manage intelligent agents with AI Agent Studio, a low-code development interface.
• Provide ready-to-use agent templates through the AI Agent Gallery, speeding up enterprise adoption.

These innovations move AI from isolated automation to orchestrated, autonomous systems.

Data and Platform Enhancements

The Workflow Data Fabric underpins ServiceNow's AI capabilities by unifying real-time data across IT, HR, finance, and other business systems. This allows AI agents to:

• Access consistent, contextual data across modules.
• Deliver more accurate and relevant outcomes.
• Operate with up-to-date inputs across the enterprise.

The platform is also designed to support customer-owned AI models, enabling integration of private LLMs into the ServiceNow ecosystem.

The roadmap for deeper ServiceNow responsible AI integration

ServiceNow’s product roadmap continues to push boundaries:

• Deeper generative AI integration into enterprise workflows.
• Introduction of vertical-specific AI agents.
• The long-term vision of an Autonomous Service Desk.
• Expanded platform openness to support diverse models and greater governance for ServiceNow responsible AI.

Together, this roadmap positions ServiceNow as a leading enabler of responsible, full-spectrum enterprise AI transformation.

In essence, ServiceNow provides a comprehensive platform with embedded AI capabilities across various functions, specific tools to build and orchestrate AI agents, robust automation and integration features, a unified data layer for context, and a strong focus on local needs and responsible AI adoption in the ANZ region. This allows enterprises to leverage AI to improve efficiency, enhance user experiences, and drive business transformation.

Strategic recommendations for ServiceNow responsible AI adoption

To make the most of ServiceNow responsible AI and ensure alignment with ANZ-specific regulatory and operational needs, organisations should consider the following actionable steps:

1. Assess organisational AI readiness: Evaluate data maturity, culture, and risk tolerance.
2. Start with high-Impact use cases: Focus on high-volume, decision-intensive workflows.
3. Scale across the AI Spectrum in digital transformation: Move from predictive AI to agentic collaboration.
4. Formalise governance: Build ethical review processes and define AI boundaries.
5. Enable cross-functional learning: Equip teams to co-create and iterate responsibly.

By following this structured approach, organizations can harness the full potential of ServiceNow responsible AI while maintaining the governance standards essential in the ANZ regulatory environment.

Conclusion

Whether you're exploring the predictive edge or piloting autonomous workflows, ServiceNow responsible AI offers the flexibility and control ANZ enterprises need.

As a leading ServiceNow partner in ANZ, Novabridge is here to help you understand, track problems, design and deliver AI that drives performance and earns trust. Our presence is available in Auckland and Wellington, New Zealand; Sydney, Brisbane, Perth, Adelaide, Canberra and Melbourne, Australia. Therefore, anytime you need, we can support you immediately.

Contact us to build your responsible AI strategy with ServiceNow!