ServiceNow Agentic AI: What It Does, Where It Falls Short, and How to Evaluate It
You have ServiceNow running your ITSM. Your team fields 15,000 tickets a month. Change requests pile up waiting for approvals that could be automated. Incident resolution that should take 20 minutes takes 3 hours because three systems don’t talk to each other. ServiceNow is telling you agentic AI solves this. So is every other vendor right now. The question is whether ServiceNow’s agentic AI delivers autonomous action or just smarter autocomplete. This guide breaks down the architecture, real ROI numbers, and the friction points most vendor demos skip. ...