🚀 Webinar Recap: 7 Ways Agentic AI Helps Employees Move Faster in ServiceNow

Big thanks to everyone who joined Esther Dsouza and Will Davis for this technical walkthrough on how ServiceNow teams are deploying agentic AI with Moveworks in live production environments — with real examples of search, actions, approvals, and proactive workflows.

Here’s your quick recap with key takeaways 👇

🧠 The Big Idea: ServiceNow + Moveworks = An “Intelligent Front Door” for Employees

ServiceNow is your system of record — Moveworks becomes the conversational layer that helps employees find answers and take action across systems without needing to know where something lives (ServiceNow KB, Confluence, SharePoint, etc.) or how to navigate the workflow.

What powers it:

• Intent + context understanding (not just keyword search)
• Action execution across systems
• Permissions-aware results (users only see what they’re allowed to see)

🔎 1) Connect Knowledge + Find Answers Anywhere

Will demoed a simple example (“How do I update my email signature?”) to show the foundation: Moveworks connects to your sources, indexes them, and returns the right answer without the employee needing to know the source.

Why it matters:

• Reduces “app hopping”
• Deflects common tickets
• Improves time-to-answer across IT/HR/Finance/Ops

🧾 2) Surface the Right Forms (and Submit Them) From Natural Language

A highlight demo: a user asks for a second monitor “like Ricardo’s.” Moveworks:

• Looked up the asset details (e.g., via ServiceNow/CMDB)
• Brought the correct request form to the front
• Submitted the request item on the user’s behalf
   

Translation: employees don’t need to learn ServiceNow navigation — they just ask.

⚙️ 3) Agentic Reasoning Orchestrates Multi-Step Work

Instead of requiring users to ask in a specific format (“open catalog item X”), Moveworks can chain together multiple “plugins/agents” behind the scenes:

• knowledge retrieval
• form discovery
• inventory/asset lookups
• ticket actions
   

This is where the “agentic” part shows up: it plans + executes to deliver outcomes.

🌙 4) Ambient Agents Drive Proactive, Triggered Workflows

Moveworks isn’t only reactive. Will showed how ambient agents can monitor systems (ex: approval tables) and proactively message the right people when action is needed.

Example shown:

• A manager receives an approval request
• Approves directly in the assistant
• Backend workflow continues automatically
   

Key point: approvals don’t need to live only in ServiceNow — customers also run approvals from systems like SAP/Ariba.

🧩 5) One Place to Manage Tickets Across Systems

Moveworks can aggregate tickets across platforms (ex: ServiceNow + Jira) and let employees:

• view open items
• add comments
• close tickets
• filter/sort conversationally (“show me open ones” / “what changed recently?”)
   

The takeaway: fewer clicks, fewer portals, less friction.

📊 6) Data + Analytics Mode for Patterns and Investigation

Will also demoed an “analysis mode” style interaction (triggered by an alert) where the assistant can help investigate patterns:

• compare one manager vs others
• categorize violations
• drill into areas like “luxury travel”
   

Even if the user doesn’t know what to ask upfront, they can explore conversationally and refine in real time.

🛠️ 7) Accelerate Time-to-Value With Marketplace Plugins + Agent Studio

To scale beyond out-of-the-box use cases, the session covered:

• Marketplace plugins (one-click installs for common workflows)
• Agent Studio for building custom agents/plugins when your org has unique systems or processes
   

Core idea: most “custom agents” boil down to wrapping APIs into reusable capabilities that the reasoning engine can invoke naturally.

📺 Watch on-demand: You can catch the full webinar recording here: https://www.moveworks.com/us/en/resources/webinars/servicenow-agentic-ai-use-cases

Have your own examples of agentic AI workflows in ServiceNow? Drop them below — would love to see what you’re building 🙌