ServiceNow resolves 90% of its own IT requests autonomously. Now it wants to do the same for any enterprise

ServiceNow is handling 90% of its own employee IT requests autonomously, resolving cases 99% faster than human agents. On Thursday it announced the product technology it wants to use to do the same for everyone else.

Organizations have spent three years running pilots that stall when AI gets to the execution layer. The agent can identify the problem and recommend a fix, then hand it back to a human because it lacks the permissions to finish the job or because no one trusts it to act autonomously inside a governed environment. 

The gap most teams are hitting isn't capability. It's governance and workflow continuity. ServiceNow's answer is a new framework called Autonomous Workforce; a new employee-facing product called EmployeeWorks built on its December acquisition of Moveworks; and an underlying architectural approach it calls "role automation."

From ticketing system to AI workforce

ServiceNow has been building toward this ...