March 14, 2025
Hey there. It’s been a little while, but thanks for tuning in. We’ve got a lot to get through so lets get to it!
Here’s what we’ve got for you today:
ServiceNow continues to redefine the world of work with its groundbreaking Yokohama release, introducing specialized AI agents designed to transform how organizations operate. These purpose-built agents seamlessly integrate with ServiceNow workflows to automate complex tasks across IT, customer service, and employee experiences.
The Yokohama release introduces four specialized AI agents:
Why does this matter? We’re already seeing some results with first-call resolution rates increasing by 25% and employee satisfaction scores climbing by 15%. Those are pretty drastic improvements considering how new it all is.
I’m most excited about the IT agent, because after watching it in action, I can confirm it doesn't just regurgitate knowledge articles—it actually understands incident patterns and suggests resolutions that make sense. It's like they finally hired an AI that passed the Turing test AND completed ServiceNow certification.
According to Jon Sigler, Senior VP of Platform at ServiceNow: "Our AI agents represent the next evolution in workplace automation. By combining the power of generative AI with our workflow platform, we're enabling businesses to deliver exceptional experiences while reducing operational costs."
ServiceNow adds AI muscle with record $2.9 billion Moveworks deal
ServiceNow said on Monday it would buy AI firm Moveworks for $2.85 billion in cash and stock, marking the software maker's largest-ever acquisition when enterprises are spending heavily on the technology to enhance their IT operations.
www.reuters.com/technology/servicenow-buy-ai-firm-moveworks-29-billion-tap-new-customers-2025-03-10
Why though? On paper, there seems to be significant overlap with ServiceNow's existing AI capabilities. So why spend the money?
It seems obvious that this is more about talent acquisition, not technology. Moveworks has some of the best LLM specialists in the industry, and ServiceNow needs that expertise to stay competitive. The platform integration is secondary to getting those engineers in-house.
Bill McDermott's statement about accelerating AI strategy tells half the story. What he's not saying: "We need AI specialists who understand enterprise complexity, and we need them yesterday."
You may have not heard about this one, but its still pretty relevant. This acquisition enhances ServiceNow's capabilities in regulated industries, adding comprehensive quality management and compliance features.
Anybody who’s been working in or around ServiceNow for any amount of time has probably dealt with “compliance” concerns in the org.
While less flashy than Moveworks, the Advania Quality 360 acquisition might actually have more immediate impact for customers in regulated industries. This isn't just about quality management—it's about building compliance into the DNA of workflows. For healthcare and financial services customers, this removes a major obstacle to ServiceNow adoption.
I’ve been in the ServiceNow ecosystem long enough to know what a pain it is to find different opportunities that match my skillset. Thats why we created SNPro.jobs. We use AI (in standard SNagent fasion) to monitor the career sites of the companies that are actually using ServiceNow, and consolidate them all in one place. Its refreshed with new jobs daily. You can even filter by the certifcations you have (among other ServiceNow specific filter capabilities). Definitely worth a bookmark if you’re even remotely considering other opportunities.
We’re going to start posting “Jobs of the day” on these editions going forward. So be prepared (and excited) for that! Here’s one from Carvana that looks interesting for my HRSD peeps.
Senior Product Manager, People Technology - Carvana - Top ServiceNow Jobs
Join Carvana as a Senior Product Manager in Tempe, AZ, leading business application strategies. Leverage ServiceNow expertise to drive product success. Competitive salary and benefits.
www.snpro.jobs/jobs/senior-product-manager-people-technology
Until next time! ✌️
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