LTM, ServiceNow Team Up to Bring Agentic AI Into the Enterprise Mainstream

• Combines the ServiceNow AI Platform with LTM’s domain and technology expertise to help enterprises deploy governed agentic AI at scale.
• Strengthens joint go-to-market efforts for more than 700 shared customers, using LTM’s own transformation as a proven enterprise blueprint.

ServiceNow (NYSE: NOW), the Super Intelligence Control Tower for business reinvention, and LTM, the Business Creativity partner to the world's largest enterprises, today announced a planned expansion of their partnership to scale agentic AI and accelerate joint go-to-market initiatives for customers. The companies will bring together the ServiceNow AI Platform and LTM’s domain, engineering, and transformation expertise to help enterprises move agentic AI programs from isolated use cases to governed, enterprise-wide adoption and measurable business outcomes.

As an Elite ServiceNow Partner serving more than 700 joint customers, LTM will use its own enterprise transformation as a ‘client-zero’ blueprint. LTM has deployed 1,500 ServiceNow AI Agents across its operations, creating a digital workforce that works alongside employees, while ServiceNow Super Intelligence Control Tower provides a single system of action for AI inventory and risk oversight, with LTM expecting up to an 80% improvement in AI asset management and efficiency. LTM’s own ServiceNow deployment will inform joint solutions and go-to-market programs designed to help customers adopt, govern, and scale agentic AI with greater speed and confidence.

The ServiceNow AI Platform is already helping LTM achieve measurable value across cybersecurity, HR, IT, and project delivery. ServiceNow solutions are streamlining security operations, reducing IT ticket volumes, and enabling up to 87% faster senior management review cycles.

Our expanded partnership with ServiceNow will help enterprises move agentic AI from experimentation to meaningful business impact,” said Krishnan Iyer, Chief Growth Officer, LTM. By combining the ServiceNow Platform with LTM’s domain, engineering, and transformation expertise, we will jointly develop solutions and go-to-market programs that help customers deploy agentic AI with greater speed and confidence.

LTM is showing what an AI-powered enterprise looks like: a new workforce of AI agents working alongside their people, delivering faster threat responses, fewer IT tickets, and higher HR productivity. But every agent is a new identity with enterprise access, and most companies can't say where their agents are, what they're doing, or who's accountable, said Kulmeet Bawa, GVP & Managing Director, ServiceNow India & SAARC. With the ServiceNow Super Intelligence Control Tower, LTM has visibility and control, so their people stay focused on the judgment calls that matter. Now more than 700 joint customers get to learn from a partner who's already done it.

About ServiceNow

ServiceNow (NYSE: NOW) is the Super Intelligence Control Tower for business reinvention. The ServiceNow platform integrates with any model, any cloud, and any data source to orchestrate, govern, and secure work across the agentic enterprise. ServiceNow gives customers the enterprise context and control to build and scale confidently. With more than 100 billion workflows running on the platform each year, ServiceNow helps organizations turn fragmented operations into coordinated, autonomous work for IT, CRM, Security, Employee Experience, and more. Learn how ServiceNow puts AI to work for people at www.servicenow.com.

ServiceNow Launches AI Passport to Reinvent Enterprise AI Governance

ServiceNow advances its operational harness for enterprise AI with AI Passport and expanded governance capabilities

• New AI Passport solution verifies first- and third-party AI agents’ scopes in real time
• Super Intelligence Control Tower expands discovery, visibility, control, and cost-to-value measurement capabilities on a single data model

ServiceNow (NYSE: NOW), the Super Intelligence Control Tower for business reinvention, today announced a new AI Passport solution and significant advances in AI governance to help ensure AI agents are production-ready by combining runtime governance, platform integration, and comprehensive oversight, all inside ServiceNow’s operational AI harness. Specifically, AI Passport is a new authority layer that gives enterprises runtime control over what AI agents and Model Context Protocol (MCP) servers are authorized to do at every point in a multi-agent workflow. ServiceNow also enables enterprises to discover what AI is running, control what AI agents do, and measure spend against outcomes with a broadened set of governance capabilities.

AI agents need more than a reasoning model to execute enterprise workflows securely. They need structure: which data or tools they can access, clear rules for what actions they’re allowed to do, and an auditable record of who authorized it. ServiceNow provides the operational foundation that helps enterprises make AI agents safe for production. AI Passport is a cryptographically signed credential that AI agents refer to at runtime, including environments such as NVIDIA OpenShell, to verify their authorized scope, grounded in enterprise business context for governed decisions. When an AI agent stays within its passport scope, it can operate freely. When it drifts, graduated responses can be enforced — redirecting, restricting, or reconnecting the AI agent with proper context — including kill switch capabilities at machine speed if termination is needed. ServiceNow’s Super Intelligence Control Tower keeps the full audit record behind actions, transforming AI agent execution into governed, auditable, and accountable work.

"As AI agents proliferate across the enterprise, visibility alone isn’t enough. Enterprises need confidence that every AI agent is operating within its authorized scope,” said Jon Sigler, executive vice president and general manager, AI Platform at ServiceNow. “ServiceNow closes that gap with an operational harness across AI Passport and new capabilities that unify agent authority, governance, and operational oversight so enterprises can scale agentic AI with control."

AI Passport: attested authority, enforceable at the edge

AI Passport is built on open specifications so that any governance product, identity provider, or enforcement point can issue and verify credentials for their own and third-party AI agents. Credentials are verifiable at every step in multi-agent workflows.

This represents a fundamental shift from reaction to prevention. Unlike audit trails, which show what happened after the fact, AI Passport helps prevent AI agents from acting outside their scope by authorizing what they can do at runtime. It brings ServiceNow’s ‘Shift Zero’ approach to life: secure by design, at inception. Each AI agent receives its own AI Passport, issued by the Super Intelligence Control Tower and grounded in the enterprise's live business context through ServiceNow Configuration Management Database (CMDB), Governance, Risk, and Compliance (GRC) policies, and workflow approvals. For third-party AI agents especially, this creates a verifiable permissions record rather than relying on the AI agent’s own ‘claims’ about its permissions.

The approach to AI Passport enables precision revocation and scoped delegation that narrows at each step for third-party agent governance, along with audit trails that include full compliance signatures. ServiceNow is also announcing NVIDIA as a design and launch partner, building a production-ready enforcement implementation using the NVIDIA Open Agent Safety Platform, which features NVIDIA OpenShell open-source secure runtime software and the NVIDIA Sentry security framework.

"As enterprises shift from experimenting with agents to running them in production, securing those agents demands enforcement at the infrastructure layer," said Itay Ozery, director of Product Marketing for Networking and Cybersecurity at NVIDIA. "By implementing AI Passport with the NVIDIA Open Agent Safety Platform, ServiceNow customers can continuously verify and enforce what every agent is authorized to do — at machine speed and at runtime."

Unified discovery, visibility, and measurement

In addition to AI Passport, ServiceNow delivers end-to-end AI governance on one unified platform across discovery, visibility, control, measurement, and compliance. The new capabilities announced today build on ServiceNow’s autonomous remediation and kill switch capabilities that empower enterprises to act with speed.

• Shadow AI detection that finds unapproved AI agents running in the network
• 400+ out-of-box connectors that will enable AI discovery across platforms and vendors
• Access mapping that grounds authorization decisions in actual entitlements
• Continuous enterprise AI observability that keeps track of AI agent traces and behavior

Beyond discovering what AI is running, enterprises need visibility into whether that AI is delivering value and operating within budget. ServiceNow is announcing:

• Cost governance that tracks user, department, and runtime spending
• Value intelligence that connects consumption, cost, quality, and realized user value
• AI Cost Management as part of IT Asset Management (ITAM), integrating frontier model, SaaS AI, hyperscaler, and GPU costs into a single view
• Policy enforcement that will manage alert-to-throttle-to-block graduated responses

AI control in highly regulated industries

For financial institutions, ungoverned assets and shadow AI multiply risk across compliance clocks. Regulators are shrinking incident notification windows far faster than manual, spreadsheet-driven programs can respond. ServiceNow's 2026 Banking AI Maturity Index reveals that gap: while 100 percent of banks report using AI, only 24 percent have the governance to match it.

ServiceNow's new Operational Resilience solution brings AI governance, risk, and security together in one place, with centralized data that helps financial institutions respond quickly. It gives CROs and CISOs the same real-time visibility and control. The Super Intelligence Control Tower senses ungoverned assets, identities, and AI agents across IT, OT, cloud, and third-party systems on one data model and unified platform. It is designed to treat a rogue AI agent like any other exposed asset: it finds it, flags it, and shuts it down, if needed.

What customers are saying

LTM Limited, "As we accelerate LTM’s growth as an AI-led enterprise, we have deployed 1,500 AI agents across the organization, each assigned an employee ID and manager to ensure accountability, oversight, and continuous improvement,” said Chandan Pani, Chief Information Security Officer, LTM. "ServiceNow’s control tower provides a single system of record for these AI agents, giving us centralized visibility into inventory, risk, and compliance. By streamlining AI asset management and strengthening governance, we expect to improve operational efficiency significantly."

Availability

AI Passport, shadow AI detection, and AI Cost Management are expected to be available in Q4 2026. ServiceNow’s Operational Resilience solution for financial services is available today.

About ServiceNow

ServiceNow (NYSE: NOW) is the Super Intelligence Control Tower for business reinvention. The ServiceNow platform integrates with any model, any cloud, and any data source to orchestrate, govern, and secure work across the agentic enterprise. ServiceNow gives customers the enterprise context and control to build and scale confidently.

ServiceNow Invests $40m in Businessnext to Accelerate Autonomous Banking and AI-led Financial Services Across Asia Pacific

• The collaboration with ServiceNow further boosts India’s role in global AI technology for financial services

ServiceNow (NYSE: NOW), the AI control tower for business reinvention, today announced an investment of USD 40 million in BUSINESSNEXT, an autonomous operating platform for banking and financial services.

The series C round, valuing BUSINESSNEXT at USD 700 million, will strengthen the company's efforts to drive autonomous operations and private AI solutions across banking and financial services.

BUSINESSNEXT’s customer relationship management (CRM) verticalized AI capabilities and digital lending platform for financial services combined with ServiceNow's commitment to delivering industry-specific AI solutions underscores the significant growth potential in working together to accelerate the autonomous banking across the Asia Pacific region.

“Autonomous banking is not a vision we are chasing — it is a category we have been building for years. Today, as AI has matured, this investment will further accelerate our efforts to deliver Private AI solutions, meeting the unique needs of banking and financial services, helping ensure the highest level of security while meeting all regulatory governance frameworks and sovereignty aspects” said, Nishant Singh, CEO, BUSINESSNEXT.

“India's financial services sector is at an inflection point — institutions are moving from digital experimentation to full-scale AI-led operations. ServiceNow's investment in BUSINESSNEXT is a direct bet on that transformation, bringing together deep banking intelligence and enterprise-grade AI orchestration to help Indian banks and insurers move faster, serve customers better, and operate with far greater efficiency." – Kulmeet Bawa - GVP & Managing Director, India & SAARC, ServiceNow

Front-to-Back Orchestration: BUSINESSNEXT and ServiceNow together will create a unified autonomous operating fabric for financial services enterprises., tapping into a market that is expected to grow to USD 3.59 Billion by 2035 with a CAGR of 20.28% according to the Market Research Future report.

BUSINESSNEXT manages customer-facing acquisition, engagement, and real-time customer signals, while ServiceNow's Financial Services Operations (FSO) platform orchestrates middle and back-office operations—including case management, complaints handling, and agentic AI workflows.

This combination along with ServiceNow’s AI Control Tower helps eliminate fragmentation and enables financial services organisations to deliver a seamless system of execution for creating future ready autonomous operations with regulatory sector guard rails at scale.

Commenting further on the announcement, Nishant added, “the collaboration with ServiceNow marks a turning point for the global banking industry — one that finally connects customer intelligence with enterprise execution in real time. Additionally, with deep banking intelligence and AI-led customer engagement capabilities, financial institutions can now operate with greater speed, intelligence, and coordination across all customer and operational touchpoints”.

Already powering 1 million+ users, 75,000+ branches, and over 1 billion end customers globally, BUSINESSNEXT brings over 15 years of deep banking intelligence — combining AI-led decisioning, customer context, and agent-driven execution — built specifically for financial institution. 

Notably, BUSINESSNEXT was positioned as a Leader in the Forrester Wave™: Customer Relationship Management Software for Financial Services, Q1 2025, achieving the top ranking globally for its platform offerings ahead of leading global vendors. Forrester highlighted BUSINESSNEXT's out-of-the-box BFSI workflows, ease of customization, and AI capabilities—including predictive, generative, and agentic AI—as standout differentiators.

HCLTech and ServiceNow join forces to scale enterprise AI with Google Cloud

• Gemini Enterprise-based AI agent solutions integrated with ServiceNow to drive real-world adoption of agentic AI

HCLTech, a leading global technology company, has expanded its collaboration with Google Cloud and ServiceNow to deliver AI agents for enterprise adoption on the Gemini Enterprise platform. The launch coincides with HCLTech’s sponsorship of the Sydney Google Cloud Summit 2026.

Building on HCLTech’s recently launched Gemini Enterprise business unit, the latest collaboration brings together advanced ServiceNow AI capabilities, enterprise workflow orchestration and industry expertise to enable organizations to deploy and scale AI in real business environments.

HCLTech will introduce enterprise AI solutions on Gemini Enterprise that combine Gemini’s advanced AI capabilities with ServiceNow’s workflow platform - anchored in ServiceNow’s Blueprint for Agentic Business, a framework for structured, outcome-driven AI adoption. This includes a next-generation Factory Shop Floor Assistant, which delivers real-time operational intelligence to manufacturing environments, enabling faster decision-making and improved efficiency.

Initial solutions span two high-impact domains: Field Services, where Gemini Live, integrated with ServiceNow Field Service Management, delivers real-time audio and visual intelligence to field technicians for faster issues resolution; and Customer Experience, to ensure customer intent is preserved across channels. HCLTech is also leveraging ServiceNow's AI Control Tower to enhance visibility and governance of AI agents within Gemini Enterprise, while an ITOps ServiceNow Agent—available on Google Cloud Marketplace for Gemini Enterprise—supports incident management and remediation in enterprise IT environments.

“Bringing agentic AI to the enterprise requires deep integration into the systems that businesses rely on every day,” said Satish Thomas, Vice President of Applied AI and Platform Ecosystem at Google Cloud. “Our partnership with HCLTech and ServiceNow combines the foundational power of Gemini Enterprise with industry-leading workflow and operational expertise, giving customers the tools they need to safely scale AI and accelerate innovation across their entire organization.”

“The future of enterprise AI lies in orchestrating intelligent agents across the business as a connected system of action,” said Michael Park, Senior Vice President, Global Partnerships and Channels at ServiceNow. “By bringing together ServiceNow’s AI-native platform, HCLTech’s implementation expertise, and Google Cloud’s Gemini Enterprise capabilities, we are helping organizations build the foundation for an agentic enterprise. This collaboration enables customers to orchestrate AI agents across workflows, systems and teams, accelerating productivity, strengthening governance and delivering business outcomes at scale.”

“Enterprises are moving quickly from exploring AI to embedding it at the core of their operations, and that shift requires stronger levels of integration and orchestration,” said Vijay Guntur, Chief Technology Officer and Head of Ecosystems at HCLTech. “Our collaboration with Google Cloud and ServiceNow reflects this evolution—integrating advanced AI, enterprise workflows and ecosystem scale to help clients move beyond pilots to sustained, enterprise-wide impact. By aligning AI with operational systems and industry context, we are enabling a more practical and accountable adoption of agentic AI, and our ServiceNow Agentic Blueprint gives enterprises the structured path to get there.”

“Agentic AI will only deliver enterprise value when it is built on a resilient, secure and scalable digital foundation,” said Jagadeshwar Gattu, President, Digital Foundation Services at HCLTech. “By combining HCLTech’s deep infrastructure, cloud and operations expertise with Google Cloud’s Gemini Enterprise platform and ServiceNow’s workflow and AI capabilities, we are helping clients move from experimentation to production-ready adoption. This collaboration enables enterprises to embed intelligence into mission-critical environments with the governance, visibility and operational rigor needed to drive measurable outcomes at scale.”

This expanded collaboration underscores HCLTech’s focus on enabling enterprises to transition from experimentation to scaled deployment of agentic AI, with solutions that are designed to deliver measurable impact across industries. HCLTech will showcase this focus at the Sydney Google Cloud Summit 2026, and at the Sydney ServiceNow World Forum where enterprise leaders will explore how cloud, AI and ecosystem collaboration can accelerate business transformation.

HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around AI, digital, engineering, cloud and software, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Semiconductor, Telecom and Media, Retail and CPG, Mobility and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7 billion. To learn how we can supercharge progress for you, visit hcltech.com.

MERGEN Launches ServiceNow CoE in Hyderabad; Aims to Double the Talent in AI and Workflow Automation

• The CoE for ServiceNow established at a cost of $1,000,000, aims to accelerate project delivery, expand into two or more new industry verticals, and grow the certified talent pool.

MERGEN Corporates announced the launch of its largest ServiceNow (NYSE: NOW) Digital Workflow Center of Excellence (CoE) in Hyderabad, onboarding 50+ ServiceNow experts, and aims to double the headcount by beginning of 2026. Through this new CoE, MERGEN aims to provide comprehensive support to enterprises through its Now Platform®, seeking to streamline their operations, enhance efficiency, and drive growth.

Established with an initial investment of $500,000, the new Center of Excellence (CoE) spans a 150-seat facility at the MERGEN Global Delivery Center. An additional 8,000 square feet has been earmarked for future expansion, with a further $500,000 allocated, bringing the total planned investment to $1 million.

The new Center of Excellence (CoE) will generate over 50+ new roles in AI and Workflow automation over the next 12 months. The Center of Excellence is designed to support faster project delivery, enable entry into more than four new industry verticals, and scale ServiceNow certified talent pool to meet growing client demand.

Let to Right: Mr. Mahanth Mallikarjuna, Founder & CEO, MERGEN, Mr. Sudhakar Pennam Founder & CEO, Kairos Technologies Inc, and Ganesh S. Lakshminarayanan, Managing Director, ServiceNow India

As part of the ongoing expansion, MERGEN will further upgrade capabilities to transform and enable customers to leverage and scale digital workflow solutions using the Now Platform®. MERGEN already offers domain-centric solutions on the ServiceNow platform across financial services, insurance, healthcare, manufacturing, retail & hospitality, public sector, energy & utilities, and business services both in India and worldwide.

Mahanth Mallikarjuna, Founder & CEO, MERGEN, said, “The launch of our Center of Excellence for ServiceNow strengthens our commitment to delivering greater execution speed, operational efficiency, and business value for our growing client base. The CoE will focus on building industry-specific solutions, accelerating project execution through low-code and AIOps capabilities, expanding into new verticals, and growing our certified talent pool to support evolving client needs."

In his address Ganesh S. Lakshminarayanan, GVP, Sales and Managing Director, India and SAARC said “MERGEN’s new ServiceNow Center of Excellence comes at a critical moment in India’s enterprise AI journey. In our recently launched Enterprise AI Maturity Index that clearly shows 68% of Indian leaders are still defining the skills and strategies needed to fully leverage AI. MERGEN’s investment in talent, platform expertise, and industry-specific solutions plays an important role in supporting this evolution. We look forward to working together to help businesses simplify operations and unlock greater value through AI-driven transformation.”

The CoE will offer end-to-end implementation and managed services, supporting both greenfield and brownfield ServiceNow deployments. Its solution portfolio spans core modules such as ITOM, CSM, IRM, ITAM, SPM, AIOps, and industry solutions such as OTSM, TSM, PSDS, FSM, and ERP modernization, positioning Mergen to deliver tailored, scalable solutions across diverse business needs.

Mergen’s successful implementations include AI-powered telehealth in healthcare, optimized supply chain solutions in manufacturing and logistics, and cloud-based transformations in retail and telecom, which empower clients to overcome industry-specific challenges and achieve scalable growth.

About Mergen

Founded in 2015, MERGEN is a global technology services company offering software engineering, cloud-native development, ServiceNow and Salesforce implementation, analytics, and Workday consulting. With a team of 350+ professionals, MERGEN has delivered 800+ successful workload migrations and served 100+ clients across industries.

MERGEN Corporate Private Limited is a future-driven, leading technology services company enabling clients to shape digital transformation. ServiceNow (NYSE: NOW) is the leading digital workflow company, which delivers a better experience for customers and employees.

Wipro Launches TelcoAI360 at Mobile World Congress 2025

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO), a leading technology services and consulting company, today launched TelcoAI360 to transform operations for telcos by leveraging AI. The AI-first Managed Services platform will empower telcos to roll out differentiated technology solutions at scale and speed, while delivering better customer experience at a fraction of the cost.

TelcoAI360 integrates Wipro’s domain expertise with AI-powered tools and solutions, enabling Communication Service Providers (CSPs) to significantly reduce operational costs by streamlining processes, automating workflows, and managing resources efficiently. Additionally, TelcoAI360 will deliver faster time to market for new products and services, boosting revenue potential. Recognizing the unique needs of telcos, the platform will be offered 'as-a-Service' with composable components that can be customised and deployed for each CSP.

Developed in collaboration with Wipro’s AI partner ecosystem and leveraging ServiceNow’s Telecommunications industry solutions suite, TelcoAI360 will provide:

• A unified platform integrating multiple telecom technologies for seamless adoption within existing architectures supporting market share growth
• Enhanced network performance through intelligent automation, real time monitoring and predictive maintenance to prevent disruptions and boost service reliability
• Integrated, AI-enabled security measures that provide real-time threat detection and fraud prevention, ensuring robust data protections
• Customizable portals that provide a seamless and branded user experience for customers while providing visibility into performance.
• Standardized APIs (Application Programming Interfaces) to facilitate seamless communication between different systems, ensuring operational efficiency and compliance with industry standards.
• Seamless interoperability with multiple cloud environments, allowing telcos the flexibility to scale their infrastructure based on demand in real time.

Comprehensive management of the entire lifecycle of products and services, from planning and design to deployment, in-life management and retirement.

Lalit Kashyap, Sector Head – Communications, Media and Networks, Wipro Limited, said, “The launch of TelcoAI360 marks a significant milestone in our commitment to empowering telcos with future-ready network management solutions. Leveraging our AI-powered platforms and deep domain expertise, we are delivering an industry-first solution that redefines telecom operations with automation, security, and AI at scale.

Rohit Batra, General Manager and Vice President for Manufacturing, Telecommunications, Media, and Technology at ServiceNow, said, "ServiceNow and Wipro have been collaborating to deliver on the shared commitment of building innovative, AI-enabled solutions that empower businesses to thrive in the digital age. Integrating ServiceNow’s Telecommunications industry solutions suite to bolster TelcoAI360, aims to break down silos across the value chain and improve decision-making with end-to-end service visibility and real-time network insights for telcos."

To learn more about TelcoAI360 please visit: https://www.wipro.com/communications/services/wipro-telcoai360/

Infosys and ServiceNow Expand AI Collaboration to Revolutionize Service Delivery

To jointly accelerate digital transformation for enterprises with Infosys ESM Café

Infosys, a global leader in next-generation digital services and consulting, has recently announced an expanded strategic collaboration with ServiceNow. The goal is to provide end-to-end managed services, leveraging the AI capabilities of the Now Platform and the Infosys Enterprise Service Management Café (ESM Café) for enterprise business transformation.

This collaboration aims to accelerate ServiceNow implementation for enterprises like First Abu Dhabi Bank (FAB) by up to 40%, allowing faster time-to-value. These include licenses, services, and implementation of the Infosys ESM Café, an AI-powered plug-and-play solution, part of Infosys Cobalt, a set of services, solutions and platforms for enterprises to accelerate their cloud journey. The Infosys ESM Café offers more than 70 applications covering various modules and ServiceNow capabilities, including AI and sustainable digital solutions.

Cathy Mauzaize, President, Europe, Middle East and Africa, ServiceNow, said: “We are delighted to see Infosys leveraging our AI platform for business transformation of globally reputed financial institutions like FAB. This collaboration showcases the power of our platform to revolutionize service delivery and improve operational efficiency. This is another milestone in our successful collaboration with Infosys as they continue to drive refined digital transformation and deliver exceptional value to their clients through our platform.”

Umashankar Lakshmipathy, EVP and Head of Cloud, Infrastructure and Security Service, EMEA, Infosys, said: “We are excited to collaborate with ServiceNow to support enterprises with comprehensive managed services by leveraging the ServiceNow platform. Our long-standing relationship with ServiceNow and deep expertise in their platform, combined with the Infosys ESM Café, will enable companies like FB to drive efficiency, productivity, and continuous service improvement across their enterprise. The outcome of this collaboration shows how cutting-edge AI capabilities can create transformative solutions and tangible business value for our clients.”

Infosys and ServiceNow Collaborate to Transform CX with Generative AI-powered Industry Solutions

Infosys and ServiceNow, the AI platform for business transformation, today announced a strengthened collaboration to transform customer experiences with generative AI-powered industry solutions, at ServiceNow’s annual customer and partner event Knowledge 2024.

The collaboration aims to increase productivity, enhance efficiency, and improve user experience for organizations by combining ServiceNow’s Now Assist generative AI capabilities and Infosys Cobalt, a set of services, solutions, and platforms designed to accelerate cloud-powered enterprise transformation. As part of this broader AI-first, industry-first strategy, Infosys will also double its investment in training by certifying more than 3,500 employees with ServiceNow GenAI skills.

“The combination of ServiceNow GenAI capabilities with Infosys’ industry expertise is a prime example of how our partners are integral to driving digital transformation forward for more organizations,” said Erica Volini, Senior Vice President, Global Partners and Channels at ServiceNow. “Our longstanding collaboration with Infosys demonstrates the potential for our ecosystem to yield real, impactful results for customers. We are helping shape the future of GenAI’s impact on enterprise productivity, with skills training for being a key success factor in ensuring our workforces are futureproofed for GenAI.”

“Infosys and ServiceNow are deeply committed to delivering exceptional customer experience for our clients. This collaboration further strengthens our relationship by bringing together ServiceNow’s Now Assist GenAI solutions with Infosys Cobalt, in addition to our expertise in digital transformation and generative AI capabilities,” said Anant Adya, Executive Vice President and Service Offering Head, Infosys. “Together, we have developed next-generation industry solutions that address tough challenges across sectors. These solutions leverage generative AI to automate tasks, personalize experiences, and unlock new levels of efficiency and innovation for our clients.”

In collaboration with ServiceNow, Infosys will develop new industry applications into the Infosys Enterprise Service Management (ESM) Café, the AI-powered plug-and-play solution which is already helping ServiceNow customers accelerate time to value. Infosys is also investing in the creation of a Pro Plus BOT factory, which can offer more than 100,000 Now Assist-powered chatbots so customers can realize value in their AI journey.

Through this expanded collaboration, ServiceNow and Infosys will address critical business process challenges for enterprises across telecom, financial services, manufacturing, and retail. The new offerings will aim to deliver significant benefits to customers, including up to 20 percent improvement in operational efficiency, 5-time faster increase in response time, and 30 percent reduction in implementation timelines. At the same time, the applications will deliver insights on large transformation engagements using GenAI. The collaboration is currently enabling customers such as Carrier, a world leader in high-technology heating, air-conditioning, and refrigeration solutions, to address key business problems, including poor user experience, underutilized AI-based platform capabilities, and isolated processes.

Through more than 10 years of collaboration, Infosys and ServiceNow have made substantial investments in R&D, infrastructure, and talent development resulting in improved product capabilities and market expansion.

ServiceNow and NVIDIA Launch Telco‑specific Generative AI Solutions

ServiceNow and NVIDIA expand relationship with introduction of telco-specific GenAI solutions to elevate service experiences

Built on the Now Platform, Now Assist for Telecommunications Service Management leverages NVIDIA AI to help boost agent productivity, speed time to resolution, and enhance time to value.

In a yet-another Telco-specific Generative AI thing, ServiceNow, an American software & digital workflow company, and NVIDIA have announced that they are broadening their relationship with the introduction of telco‑specific generative AI solutions to elevate service experiences.

The first solution, Now Assist for Telecommunications Service Management (TSM), is built on the Now Platform and uses NVIDIA AI to help boost agent productivity, speed time to resolution, and enhance customer experiences. As telcos look to reduce costs and uncover new business opportunities, they’re turning to AI and automation. In a survey from IDC, 73% of global telecommunications service providers identified AI/ML investments to support operations as their top transformation priority.1

Recently, SK Telecom, Deutsche Telekom, e& Group, Singtel and SoftBank Corp., announced their plans to establish a joint venture, which will develop Large Language Models (LLMs) specifically tailored to the needs of telecommunications companies (telcos).

Earlier this month, the GSMA and IBM announced the collaboration to support the adoption and skills of generative AI in the telecommunication industry through the launch of GSMA Advance's AI Training program and the GSMA Foundry Generative AI program.

In November last year, Amdocs and NVIDIA announced their collaborating to optimize LLMs to speed adoption of generative AI applications and services across the $1.7 trillion telecommunications and media Industries.

"GenAI is a game‑changer for telcos looking to boost productivity, improve customer experiences, and drive cost savings with its ability to learn and improve with each use,” said Rohit Batra, general manager and vice president for telecom, media, and tech at ServiceNow. “Together, ServiceNow and NVIDIA will help telcos realize unprecedented business value and impact, fast. This is just the beginning of a large‑scale transformation for the industry, and we’re excited to be at the forefront.”

“The telco industry is rapidly evolving as AI makes its mark on enterprises everywhere,” said Chris Penrose, global head of business development for telco at NVIDIA. “Our partnership with ServiceNow will help telcos leverage GenAI to tackle their unique challenges and build better, stronger, more efficient experiences.”

Many features within Now Assist are powered by ServiceNow fine‑tuned large language models, as well as served using NVIDIA Triton Inference Server™ and customized with NVIDIA NeMo™, both included with NVIDIA AI Enterprise software platform for the development and deployment of production‑grade AI applications, including generative AI cutting‑edge innovation for business‑critical use cases, including:

• Customer Care: Telco customer service agents are expected to provide customers with accurate, fast support. GenAI‑powered chat summarization and agent assist capabilities help boost productivity and play a pivotal role in call deflection. GenAI can summarize case activity, work notes, and customer interactions, and guide agents with next best actions. This helps agents serve customers quickly and focus on complex queries that require personalized attention—leading to overall better customer experiences.
• Service Assurance: GenAI provides service assurance teams, stakeholders, and customers a streamlined and rapid understanding of incidents. Take a fiber cut, a common service assurance use case that can have problematic and financial consequences for telcos. Incident management teams face a slew of challenges when handling these incidents, dealing with technical data and the risk of misinterpretation due to specialized terminology and acronyms. GenAI helps decipher technical jargon, distill complex information into clear, concise summaries designed to speed time to resolution, drive cost savings, and improve customer experiences.

ServiceNow and NVIDIA plan to build out additional telco‑specific GenAI use cases based on the unique needs of customers. Together, the companies are working to solve the industry’s biggest challenges and drive business transformation for telcos globally.

Partnering for responsible and safe AI

The telco use cases are an extension of ServiceNow and NVIDIA’s partnership announced in May 2023.

1IDC, 2023 Telecommunications Service Provider Transformation Plans and Strategies Survey Highlights, Doc # US49352223, May 2023

Cognizant To Acquire Thirdera To Create one of the World's Largest, Most Credentialed ServiceNow Partners

Acquisition is expected to add more than 940 employees to Cognizant's ServiceNow Business Group, creating one of the largest aggregations of ServiceNow professional certifications globally

Cognizant (NASDAQ: CTSH) has announced that it has entered into an agreement to acquire Broomfield, CO-based Thirdera, an Elite ServiceNow Partner specializing in advisory, implementation and optimization solutions related to the ServiceNow platform, with a strong focus on emerging enterprise workflow products. As part of the acquisition, Thirdera's ServiceNow training platform, Thirdera University – one of the world's largest – is expected to play a central role in credentialing resources to fulfill growing demand in the ServiceNow ecosystem.

The addition of Thirdera, which brings an on-and-near-shore global presence for the Cognizant ServiceNow Business Group, is expected to further efforts on the path of Cognizant and ServiceNow's strategic partnership to build a $1 billion combined business focused on AI-driven automation.

Thirdera is the largest independent global pure-play ServiceNow consultancy and has been recognized as the 2023 Worldwide Creator Workflow Partner of the Year and 2023 ServiceNow Americas IT Workflow Partner of the Year, among other accolades.

The combined strengths of Thirdera and the Cognizant ServiceNow Business Group are expected to offer clients one of the most comprehensive experiences in the ServiceNow ecosystem, with robust capabilities in professional services across key ServiceNow workflows and emerging products, including generative AI.

"ServiceNow is leading a market shift toward customer, employee, and creator products," said Ravi Kumar S, Cognizant's CEO. "I believe the combination of Cognizant's deep industry, AI, and platform expertise paired with Thirdera's leading-edge offerings in enterprise transformation will position Cognizant at the forefront of thought leadership and innovation in the ServiceNow ecosystem."

The addition of Thirdera's ServiceNow consultants in North America, Spain, Colombia, the Netherlands, and Australia, among other locations, and Thirdera's leading position in ServiceNow training and certifications, including Certified Master Architects and Certified Technical Architects, will create a combined Cognizant ServiceNow Business Group with more than 2,400 specialists and 14,000 certifications – together creating one of the largest and most highly accredited ServiceNow partners in the world.

"This is a pivotal moment for redefining customer engagement and operational efficiency," said Jason Wojahn, CEO and Co-Founder of Thirdera. "We believe leveraging Cognizant's scale, resources, and cross-industry expertise will help us revolutionize how our clients work in order to unleash productivity and drive innovation. We aim to transform the fabric of our clients' work environments, creating substantial value and offering our employees significant opportunities for professional growth and learning."

"Cognizant's bold move is an example of how our partners are looking to capitalize on the enormous market opportunity with ServiceNow. Their plan to acquire Thirdera, the largest pure-play ServiceNow partner, will turbo-charge their ability to build GenAI industry leading solutions on the ServiceNow platform," said Bill McDermott, chairman and CEO of ServiceNow. "This acquisition puts Cognizant well on their way to building a $1B+ joint business that can accelerate value for our customers."

Cognizant and ServiceNow have expanded their strategic partnership since Cognizant's acquisition of ServiceNow consultancy Linium in 2021, including a June 2023 announcement regarding a strategic partnership to drive AI-driven automation and the path toward building a $1 billion combined business, as well as the launch of an AI-powered service assurance offering for the telecommunications industry.

The acquisition is expected to close in January 2024, subject to satisfaction of closing conditions. Financial details were not disclosed.

Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.

About Thirdera

Thirdera is an Elite-level ServiceNow partner, enabling customers to leverage the power of the ServiceNow platform through workflow-enabled services and solutions. Founded in 2021, Thirdera has quickly become an industry leader, evident by its recognition as a Major Contender in the Everest Group ServiceNow Services PEAK Matrix Assessment 2022 and distinction as the 2022 ServiceNow Global Emerging Industry Solutions Partner of the Year. As the largest global pure-play ServiceNow partner, Thirdera offers high-quality industry expertise and world-class innovation to help businesses accelerate growth and productivity via transformation, digitization, and automation. Visit www.thirdera.com for more information. Thirdera is currently a portfolio company of Sunstone Partners.