ServiceNow and IBM Collaborate to Accelerate the Impact of Generative AI Across the Enterprise

Knowledge 2024 – Today, at ServiceNow’s annual customer and partner event, Knowledge 2024, ServiceNow (NYSE: NOW), the AI platform for business transformation, announced a collaboration with IBM (NYSE: IBM) to accelerate the impact of generative AI (GenAI) across the enterprise. A new integration will combine the power of the Now Platform with IBM watsonx to boost productivity for mutual customers and partners. ServiceNow will also incorporate watsonx.ai and IBM Granite foundation large language models (LLMs) into its Now Assist GenAI experience for ServiceNow customers.

Bringing IBM watsonx onto the Now Platform will help customers quickly use two leading AI platforms to help accelerate workflow productivity even further. Customers will have access to a spoke integration of watsonx through ServiceNow’s Integration Hub for third-party platforms. In turn, they will be able to connect their ServiceNow workflows to models they have trained and tuned within watsonx.ai, IBM’s enterprise studio for AI builders.

"Our expanded collaboration with IBM reinforces our GenAI strategy to prioritize choice and flexibility for customers,” said CJ Desai, president and chief operating officer at ServiceNow. “We are giving organizations access to two of the top AI platforms, working together to fuel a new era of enterprise productivity and innovation. The Now Platform helps customers deploy the LLM that best fits their unique needs, and incorporating watsonx models will help customers create more intuitive, efficient, and seamless experiences.”

ServiceNow is adding watsonx to a portfolio of various models powering Now Assist capabilities. By incorporating the watsonx.ai and IBM Granite models into Now Assist, businesses have another option for building and scaling responsible GenAI applications using enterprise-relevant data. Access to these models will also help expand Now Assist’s multilingual capabilities and enhance summarization, virtual agent conversational exchanges, and resolution generation to help customers increase productivity, speed-to-delivery, and issue resolution.

“Organizations that can turn data into a competitive advantage are the ones that will win with AI,” said Rob Thomas, senior vice president, software and chief commercial officer, IBM. “By expanding our collaboration with ServiceNow to combine watsonx with the ServiceNow platform, together we’ll enable clients to generate more insights from their data, which can help them unlock the full value of AI throughout their enterprise.”