ServiceNow launches AI specialists for IT, HR, finance, security
At Knowledge 2026 in Las Vegas, ServiceNow expanded its Autonomous Workforce with AI specialists to automate IT, HR, finance, legal, security and CRM using role‑scoped permissions and audit trails.
At the Knowledge 2026 conference in Las Vegas, ServiceNow expanded its Autonomous Workforce with a set of AI specialists designed to automate tasks across IT operations, HR, finance, legal, security and customer relationship management. The company said the specialists will operate with role‑scoped permissions, full audit trails and enterprise context to act on behalf of workers within governed boundaries.
ServiceNow described the specialists as agents that can sense situations, make decisions and take action while following organizational guardrails. Amit Zavery, ServiceNow’s president, chief product officer and chief operating officer, said enterprises need AI that “senses, decides, and securely acts in accordance with organizational guardrails.”
The initial IT specialists target routine service desk work, infrastructure monitoring, asset lifecycle management and site reliability engineering. ServiceNow reported that an earlier L1 IT Service Desk AI Specialist resolved cases up to 99% faster than human workers during testing.
Honeywell is using ServiceNow’s AI assistant, Red, for IT support. Sheila Jordan, senior vice president and chief digital technology officer at Honeywell, credited Red with removing the majority of service desk conversations and freeing time for employees and IT staff.
ServiceNow said its employee portal serves about 23 million users each month and generates more than 40 million cases annually, with much of the work classified as routine. Early tests of AI specialists in HR, finance and legal resolved about 91% of cases without reassignment or human intervention, with requests either deflected before becoming cases or routed directly to the appropriate specialist.
ServiceNow presented the platform as a single, governed environment that maintains auditability and role‑based controls while applying enterprise data and processes accumulated over years of deployments. The company did not give a broad commercial rollout date for every specialist but said several are in initial testing or early customer use.
