Digital workflow vendor ServiceNow is announcing the enhancement of the platform’s multi-agentic AI capabilities with its Zurich platform release. Zurich delivers what ServiceNow is terming breakthrough innovations with faster multi-agentic AI development, enterprise-wide AI platform security capabilities, and reimagined workflows. In addition, built-in security capabilities, including ServiceNow Vault Console and Machine Identity Console, natively secure sensitive data across workflows and govern integrations to help organizations scale agentic AI and innovations with confidence. The introduction of autonomous workflows turns data into action through agentic playbooks, uniquely offering the flexibility to apply AI and human input in workflows where and when they are needed for greater control and efficiency.
The Zurich release is considered a significant development by ServiceNow CEO Bill McDermott, as it emphasizes the production deployment of AI to enhance internal productivity. ServiceNow is positioned as the AI platform for business transformation under his leadership.
“I’m excited to announce the ServiceNow AI Platform Zurich release, available to all customers today,” said Jon Sigler, EVP and GM, ServiceNow Platform and AI. “Today, we’re taking the next step to enable customers to operationalize in this agentic era. The pace of technology has never been faster, and businesses need trusted AI that drives tangible business outcomes. That’s the heartbeat of this latest release. It’s a bold reimagining of what’s possible when human ingenuity meets machine intelligence – designed to help organizations accelerate their innovation, safeguard what matters most, and unlock the full value of agentic AI.”
Enterprise leaders are racing to move beyond table-stakes AI implementations to unlock transformative, tangible results. According to Gartner, “by 2029, over 60% of enterprises will adopt AI agent development platforms to automate complex workflows previously requiring human coordination.” The ServiceNow AI Platform delivers this transformational promise across the enterprise and underpins a new era of highly efficient human-AI collaboration.
“Zurich marks a turning point for enterprise AI. ServiceNow is delivering multi-agentic AI systems in production that are not just powerful, but governable, secure, and built for scale,” said Amit Zavery, president, chief operating officer, and chief product officer at ServiceNow. “We are transforming the enterprise tech stack to be AI-native – from autonomous workflows that act on data with precision, to developer tools that democratize high-velocity innovation. With built-in controls for security, risk, and compliance, we’re helping organizations move beyond experimentation and into a new era of intelligent execution.”
Gartner says that “agentic AI features will be near ubiquitous, embedded in software, platforms and applications, transforming user experiences and workflows.” The introduction of ServiceNow Build Agent and developer sandbox provides resources for employees to work with AI more efficiently, conversationally, and at scale to solve real problems in every corner of the business.
“With the introduction of Build Agent, every employee (not just developers) is empowered and equipped to build at scale,” Sigler indicated. “This is a real breakthrough for enterprise app creation, enabling innovation through natural conversational prompts.”
Build Agent is a breakthrough for enterprise app creation – bringing vibe coding to the rigor of the ServiceNow AI Platform. In seconds, employees can turn an idea into a production-ready application by asking in natural language, and Build Agent handles the rest—design, build, logic, integrations, testing, and industry-leading governance included. What sets it apart is enterprise discipline.
“Alongside this is our Developer Sandbox, which ensures innovation doesn’t come at the cost of control – giving teams an isolated environment to experiment safely before going live,” Sigler said. Developer sandbox empowers developers to build better applications, faster, while maintaining the highest standards of quality. Sandboxes provide isolated environments within a single instance, so multiple teams can collaborate. Developers can safely experiment with vibe coding, test AI-powered workflows, and resolve version control issues before changes go live.
As enterprises adopt autonomous workflows powered by agentic AI, securing how these systems access data and communicate across environments is essential. Zurich introduces new built-in AI platform security capabilities to make it easier to protect sensitive information, govern integrations, and manage growing AI footprints.
“Context-aware AI agents are embedded within agentic playbooks to create true autonomous workflows that are consistent, repeatable, and keep humans in control,” Sigler noted. “These playbooks bring insights from Process & Task Mining (also newly integrated) into a single view, providing deeper visibility into how work gets done and where AI can make an impact.
“As organizations deploy autonomous workflows powered by agentic AI, securing systems from the start is essential,” Sigler added. “It’s why we’ve added new built-in capabilities like ServiceNow Vault Console and Machine Identity Console to deliver comprehensive oversight and guidance to safeguard your assets.”
For example, the new ServiceNow Vault Console provides a guided experience to discover, classify, and protect sensitive data across workflows. For example, an admin managing customer service operations can now identify personal data across tickets, apply different types of protection policies, and track compliance activity. The console also offers recommendations for protecting newly discovered sensitive data, along with customizable dashboards to monitor key metrics. What used to require manual configuration across multiple tools can now be managed in one place, with intelligent insights and a streamlined experience.
Enterprises need the right guardrails, full visibility, and strong governance to achieve service delivery, or they risk eroding trust and slowing results. ServiceNow’s AI Platform does all this in a single platform, setting a new standard for how organizations can create autonomous workflows to turn data into action and AI into measurable business impact. Agentic playbooks from ServiceNow bring people, automation, and AI together seamlessly, powering autonomous workflows.
All the newly-announced features are part of the ServiceNow AI Platform Zurich release, are generally available and can be found in the ServiceNow Store.