Leveraging AI and automation with the ServiceNow x Moveworks acquisition

The union of two ITSM giants

In a bold and strategic move to bolster its IT service management (ITSM) capabilities, ServiceNow announced their acquisition of Moveworks, a popular artificial intelligence (AI)-driven enterprise platform. Known for sophisticated enterprise search technology and an efficiency boosting front-end AI assistant, Moveworks will enhance ServiceNow’s agentic AI and automation capabilities and help them redefine the value of putting AI to work.¹ This represents a significant change in the AI integration landscape, unlocking opportunities for AI to deliver benefits across multiple areas of an enterprise.

As businesses are leveraging technology solutions to streamline operations and enhance user experiences, there is a growing demand for seamless AI integration and AI-driven service desk tools. This acquisition doesn’t come as a surprise; ServiceNow is now postured to capitalize on an enormous opportunity in their corner of the tech market. According to recent research, 71% of organizations are researching or piloting AI in ITSM, while only 4% have fully integrated AI into their ITSM strategy.² All signs point to an incoming explosion of AI-integrated ITSM tools in the next few years.

Strategic benefits of the ServiceNow Moveworks acquisition

By integrating Moveworks, ServiceNow can enhance its AI assistant capabilities, bridge gaps in workflow automation, and expand its reach across enterprise systems.³ For ServiceNow customers, this acquisition signals a beneficial shift in service delivery. Adding the power of Moveworks’ AI front-end assistant (and its ability to understand and process natural language queries) to ServiceNow’s agentic AI expertise means users can expect to see faster response times and better solutions.

Amit Zavery, President, Chief Operating Officer, and Chief Product Officer at ServiceNow said, “Moveworks’ talented team and elegant AI-first experience, combined with ServiceNow’s powerful AI-driven workflow automation, will supercharge enterprise-wide AI adoption and deliver game-changing outcomes for employees and their customers.”⁴

Moveworks built a strong presence as an AI assistant with integrations across enterprise systems, offering automation and business support that competes with the likes of Microsoft Copilot, along with a Creator Studio aimed at developers.⁵ It’s likely that ServiceNow will leverage these strengths, including hands-off chatbot functionality.

Forecasting the impact of the ServiceNow Moveworks acquisition

From an integration perspective, ServiceNow’s acquisition of Moveworks is expected to be technically straightforward, given that the two platforms are already compatible.⁶ This leaves room for optimism that bringing Moveworks into the ServiceNow® platform will be simple for internal and external stakeholders alike. But an uncomplicated platform integration doesn’t necessarily spell out a seamless execution—only time will tell.

This acquisition is likely to nudge other players in the ITSM space to make similar AI enhancements, which will introduce other competitors and drive innovation. This will undoubtedly create a large ripple effect in other platform-as-a-service models. This integration goes beyond a desire to automate processes, it’s also leveraging the power of AI to deliver smarter, streamlined, and more personalized services to internal and external stakeholders.

Looking forward: AI in ITSM

ServiceNow’s acquisition of Moveworks represents a pivotal point in the evolution of ITSM solutions. By integrating advanced AI capabilities, ServiceNow will be able to offer a more personalized and intuitive user experience, along with enhanced service delivery and improved efficiency. As ServiceNow continues to improve its platform, the future of IT services looks more intelligent, responsive, and cohesive than ever before.

As a longtime partner and expert in both the ServiceNow and Moveworks platforms, CAI boasts a unique, valued perspective on leveraging the power of AI in ITSM. We are committed to helping our clients navigate their own AI integration journeys with unparalleled guidance and support.

To learn more about how CAI helps organizations with ITSM, fill out the form below.

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