ServiceNow AI Control Tower: Is it Relevant for Your Business?

AI is everywhere. It’s in your customer service, operations, and across all departments. Is this good or bad? Maybe both. ‘Good’ because you’re in ‘sync’ with the latest tech. ‘Bad’ because you can’t gauge its actual impact. Luckily, ServiceNow AI Control Tower is up and running.

With this tool, you can manage and control all your AI systems in one place. The best part? It launched in May 2025, so you can expect stable builds of this command center.

So, the next natural question is – should you adopt it in your workflow?

The answer lies in its capabilities and your enterprise’s needs. Our blog highlights two key points about the AI control tower in ServiceNow.

The ABC of ServiceNow AI Control Tower

Simply put, the AI Control Tower works on three core aspects:

• A: Awareness
• B: Balance
• C: Control

Together, they help you manage your artificial intelligence initiatives. Let’s decode each facet in brief.

A: Awareness

As mentioned earlier, you might have multiple AI tools running. When you do, it’s challenging to track who uses them, which ones are active, and how they perform.

The ServiceNow AI Control Tower acts like a centralized dashboard. It helps you see the whole picture in your enterprise. With this tool, you can:

• Know which AI agents and models are deployed across departments.
• See who is using each system and for what purpose.
• Understand how AI interacts with your business processes.
• Spot rogue AI activity or inefficiencies.

The results? You can reduce operational risks and make informed decisions. In one word, you become more ‘aware’ of your AI investments.

B: Balance

Today, you need to ensure your AI runs safely. In simple terms, it shouldn’t hallucinate or operate outside your policies.

ServiceNow AI Control Tower provides you with the following features:

• Policy enforcement
• Bias detection
• Risk alerts
• Decision oversight

Using them helps you balance governance, compliance, and risk. So, with such data at your fingertips, it’s easy to scale and deploy AI confidently.

C: Control

You might be wondering why expert ServiceNow developers use AI Control Tower. (Yes, our vetted programmers adore its capabilities).

Simply put, it gives you ‘control’ of your AI systems. Here’s how:

• Lifecycle management: You can track AI models from deployment to retirement, ensuring nothing runs unchecked.
• Performance monitoring: It’s possible to measure how well AI agents are performing and contributing to your outcomes.
• Workflow automation: You can streamline approvals, updates, and routine tasks so AI systems operate efficiently.
• Centralized decision-making: The AI Control Tower gives you the ability to intervene, adjust, or halt AI operations if necessary.

All in all, this command center has the potential to prevent operational mishaps. With proper use, you can improve your ROI with this tool.

The Need for a Centralized Command Centre Like the AI Control Tower

The global AI market has a tremendous valuation of USD 244 billion. The number depicts a large volume, right?

Naturally, companies across the globe are adopting AI programs at a rapid pace. From supply chain management to product creation, artificial intelligence is everywhere. However, with more tools, the environment becomes chaotic.

Let’s understand this pain point with a hypothetical example.

A Typical Enterprise Scenario

You have an organization with the following departments:

• Marketing
• IT operations
• Customer service
• HR
• Finance

The marketing team uses HubSpot’s AI and Adobe Sensei to personalize campaigns, optimize content, and predict customer behavior. The IT Ops team tracks infrastructure and system performance with Dynatrace or Splunk AI.

What about customer service? They deploy chatbots like ChatGPT or Zendesk AI to handle routine queries. The HR uses Oracle AI and Dynatrace. Finally, your Finance squad needs Verity AI or DataRobot to automate expense approvals, fraud detection, and financial forecasting.

Now imagine all these AI systems running simultaneously across multiple departments.

Each system generates outputs, data, and potential risks. (Yeah, that’s AI for you).

The challenges?

• Rogue AI behavior: AI agents performing unintended or unsafe actions without detection.
• Compliance failures: Violations of industry regulations or internal policies.
• Operational inefficiencies: Time wasted manually tracking AI workflows or troubleshooting errors.
• Missed value: Difficulty measuring ROI or optimizing AI investments across departments.

Surely you don’t want this scene to drain your productivity or ROI. The solution is a centralized command center, such as ServiceNow AI Control Tower.

It allows you to:

• Track what AI tools are deployed, where, and how they’re performing.
• Enforce policies, detect biases, and maintain compliance automatically.
• Manage workflows efficiently and reduce operational hiccups.
• Measure ROI and ensure AI investments generate actual business value.

All in all, it’s useful. However, the pricing isn’t public. You can contact the official ServiceNow sales experts for exact details.

The Capabilities of ServiceNow AI Control Tower

If you feel AI Control Tower is useful for your company, this section becomes more vital. We’ll explain how this command center helps your team or offshore ServiceNow developers with established features.

1. Centralized AI Visibility

With the ServiceNow AI Control Tower, you can get all relevant details in a central inventory. This inventory has information on the following AI assets:

• Artificial intelligence models
• AI agents
• Workflows

Notably, you can get a birds-eye view of all AI products in your enterprise across different departments. What can you see?

Now, you must be thinking – how’s all this info useful?

Here’s an example:

If a customer service chatbot suddenly starts escalating more tickets than usual, AI Control Tower helps surface that behavior early. If two departments unknowingly deploy similar AI models to solve the same problem, the duplication becomes apparent. If an AI tool accesses sensitive data without proper approval, it won’t stay hidden.

In addition, you can trace the AI usage to business services, compliance requirements, and workflows. So, this capability becomes the core of your enterprise AI operations.

2. AI Lifecycle and Performance Management

With ServiceNow AI Control Tower, you can manage the complete lifecycle of AI assets. This tool helps track the activities of artificial intelligence from deployment to retirement.

Here’s how this capability works:

1. Every AI asset is registered with clear ownership, purpose, and expected outcomes.

2. Once deployed, the focus shifts to performance monitoring.

3. AI Control Tower continuously tracks frequency of use, performance, output, etc.

Too theoretical? Let’s understand this facet with a hypothetical example.

A marketing prediction model may have worked well six months ago but now delivers inaccurate targeting due to changing customer behavior. Without lifecycle management, that model keeps influencing campaigns and burning budget. With AI Control Tower, such performance drops become visible.

You can even use drift detection in AI Control Tower. This way, it becomes easier to spot whether your AI agents start producing results that no longer align with their original intent.

3. Governance and Compliance Enforcement

Financial risk is the most relevant AI concern. Surely, you would want to ensure strict regulations over this aspect and prevent losses.

ServiceNow AI Control Tower can enforce policies. You can define rules on the following AI aspects:

• Use of artificial intelligence.
• Access to specific data.
• Influence on certain processes.
• Change approval.

The AI Control Tower enables you to apply these policies across all enterprise departments. In addition, you can use compliance tracking and get systematic audit reports.

Notably, the audit reports contain the following data:

• Date of AI model deployment.
• Modification of an AI model.
• Access logs of data.
• Approval requests.
• Output generation mechanism.

Overall, this capability helps establish solid control over AI assets. So, you can confidently scale with this new addition.

4. Risk Detection and Mitigation

Here’s a practical observation – risk is inevitable in AI. Even the best models can drift, and AI agents can behave unexpectedly. But the biggest challenge?

You can’t spot it instantly.

However, with ServiceNow AI Control Tower, you can detect these risks early and help teams respond before significant damage.

The platform monitors AI behavior continuously. It watches for the following anomalies:

• Sudden changes in AI output patterns.
• Unexpected spikes or drops in usage.
• AI agents acting outside their intended scope.
• Models interacting with systems or data without approval.

Basically, the AI Control Tower helps flag major issues you may encounter with artificial intelligence products. So, this capability works more on the ‘prevention is better than cure’ mindset.

5. Workflow Automation and Integration

If you’ve used ServiceNow, this capability is a no-brainer.

Workflow automation is a direct outcome when an AI agent underperforms or violates a policy. Now, this concept might seem too typical. So, here are a few examples:

• A chatbot violates data access rules → an automated approval workflow is triggered for review.
• A predictive model’s performance drops below a defined threshold → a task is assigned to the owning team.
• A high-risk AI asset is detected → escalation workflows notify compliance and leadership automatically.

You don’t need manual follow-ups, emails, or to manage Excel sheets. In terms of integration, you can expect good compatibility of the AI Control Tower with third-party API tools.

Furthermore, your teams can work from the same process and use the same data, with shared accountability.

The Benefits of ServiceNow AI Control Tower

The capabilities and fundamentals of AI Control Tower underpin its benefits. So, instead of elaborating similar pointers, here’s a summary table:

Is ServiceNow AI Control Tower Relevant for Your Business?

Now, let’s address the main question.

You know the fundamentals. You even know the capabilities of the ServiceNow AI Control Tower. But is it mandatory for your company?

In a word, the AI Control Tower isn’t a universal requirement. It is relevant for your business under the following conditions:

• Your team uses multiple AI tools across departments like IT, HR, marketing, finance, and customer support.
• You operate in regulated or risk-sensitive industries like finance, healthcare, or enterprise SaaS.
• There is a need to continuously govern AI.
• You want to scale AI usage without increasing operational or compliance risk.

When it isn’t highly relevant?

• Your team uses one or two low-risk AI tools with limited business impact.
• The business has minimal compliance or governance requirements.
• You operate at a small scale where AI usage is easy to track manually.

If you’re uncertain, you can always get in touch with our consultants. We can even assign certified ServiceNow developers if the implementation is fruitful for you.

Endnotes

First it was ‘Now Assist,’ and now it’s ServiceNow AI Control Tower. The popular American software company is leaving no stone unturned for modern enterprises.

The AI Control Tower is a helpful command center that gives you high visibility and control over your assets. It works on the ServiceNow workflow engine and uses the metadata about your AI assets. The control tower can integrate with third-party tools, enterprise systems, and cloud platforms.

But know one thing.

The AI Control Tower isn’t an AI model or a chatbot. It can’t fix broken artificial intelligence agents. You can use it to detect, analyze, and enforce strict governance.

So, always keep these limitations in mind. Straight talk – the ServiceNow AI Control Tower isn’t beneficial for small teams with minimal AI usage. However, if you’re an enterprise, this offering is worth exploring.