Why Bill McDermott Says ServiceNow Is Leading the AI Race

Bill McDermott, Chairman and CEO says “We’re leading the AI race”.

While much of the tech industry is still defining what AI agents can be, ServiceNow has begun deploying them at scale. With the March 2025 Yokohama release, the enterprise software company introduced a suite of autonomous agents embedded across IT, HR, security, and CRM workflows. These aren’t experimental tools or isolated pilots. They’re fully integrated systems designed to act, adapt, and coordinate with minimal human input, backed by years of internal development and platform unification.

Over the past four months, ServiceNow has acquired three AI-focused companies, Moveworks, Cuein, and Logik.ai, while simultaneously deepening its partnership with Cisco to address one of enterprise AI’s most urgent blind spots: security.

With the Yokohama release, ServiceNow launched preconfigured teams of AI agents ready to deliver productivity from day one. These agents span across CRM, IT, HR, and security operations. Unlike traditional AI that supports through suggestions, these agents carry out tasks with autonomy. In security operations, ServiceNow's AI agents streamline the incident lifecycle by handling detection, triage, and response. In IT, they resolve service requests, categorize incidents, and generate post-incident reviews. In HR, agents are used for tuition reimbursement processing. Each of these agents is designed to operate with minimal oversight, performing tasks in real-time based on context and data.