Briefing Note: Key Trends and Insights to Maximize Your Knowledge '25 Experience
TL:DR;
Heading into Knowledge '25, ServiceNow demonstrates strong momentum, exceeding Q1 expectations. Agentic AI is central, with the Yokohama release (AI Orchestrator/Studio) accelerating adoption and delivering efficiency gains. Strategic acquisitions (Moveworks, Logik.ai) further bolster AI and CRM capabilities beyond IT. Expect K25 to position ServiceNow as a leader in architecting the efficient, AI-powered 'Agentic Enterprise'.
As thousands prepare to converge on Las Vegas for Knowledge '25 next week, the enterprise technology landscape is defined by twin forces: the relentless acceleration of Artificial Intelligence and persistent macroeconomic pressures demanding greater efficiency. Against this backdrop, ServiceNow arrives not just with product announcements, but with compelling evidence of platform strength and accelerating AI adoption, underscored by a robust Q1 2025 performance that exceeded expectations. Understanding this context is crucial for leaders seeking to navigate the future of work.
Financial Momentum Reflects Strategic Value
ServiceNow's recent earnings report painted a picture of resilience and strategic execution. Posting 22% year-over-year growth in Current Remaining Performance Obligations (CRPO) and $3.03 billion in subscription revenue, the company demonstrated significant commercial traction, securing 72 deals over $1 million ACV. This financial strength isn't merely about sales; it reflects the deepening strategic value customers find in ServiceNow's core proposition: a unified platform acting as the central nervous system – the "OS for the enterprise," as executives termed it – for increasingly complex digital operations. The fact that 19 of its top 20 deals in Q1 involved five or more products highlights this platform integration resonance, enabling organizations to consolidate vendors and drive scale efficiencies.
Agentic AI: The Core of ServiceNow's Innovation Strategy
Crucially, this platform is becoming the launchpad for sophisticated AI deployments. The Q1 results revealed accelerating adoption of Now Assist and PRO+ solutions, with PRO+ deals quadrupling year-over-year and average deal sizes increasing significantly. This momentum aligns with ServiceNow's comprehensive investment in Agentic AI, showcased in the recent Yokohama release which represents a fundamental evolution beyond basic automation.
ServiceNow's Yokohama platform introduces teams of preconfigured AI agents across multiple business functions including CRM, HR, and IT, designed for faster deployment and predictable outcomes. At the heart of this system is the AI Agent Orchestrator - a sophisticated "control tower" that coordinates specialized AI agents working in harmony across tasks, systems, and departments. This orchestrator serves as "a master brain" with comprehensive understanding of the ServiceNow platform and its operational history.
Complementing this orchestration capability, ServiceNow has released AI Agent Studio, which democratizes AI agent creation through an intuitive no-code interface. This allows organizations to design and deploy custom AI agents using natural language descriptions rather than programming, extending powerful AI capabilities to all users regardless of technical expertise.
The tangible impact is evident in customer-reported case deflection rates ranging from 18% to 90%, offering a compelling ROI narrative centered on operational efficiency. This AI-driven transformation is further strengthened by strategic acquisitions that enhance ServiceNow's capabilities across the enterprise.
Strategic Acquisitions Amplify Platform Capabilities
ServiceNow has made two significant acquisitions that strategically extend its AI capabilities. The $2.85 billion acquisition of Moveworks combines ServiceNow's agentic AI strengths with Moveworks' front-end AI assistant and enterprise search technology. This combination aims to deliver a powerful universal AI assistant that can extend ServiceNow's reach to every employee across the organization, with Moveworks' platform already serving nearly 5 million users across 350+ large enterprises.
Additionally, ServiceNow acquired Logik.ai, bringing AI-powered Configure, Price, Quote (CPQ) capabilities that significantly expand its CRM footprint. This acquisition accelerates ServiceNow's momentum in Sales and Order Management (SOM), streamlining the commercial lifecycle from opportunity management through fulfillment and delivery to renewals. Together, these acquisitions support ServiceNow's evolution from workflow automation to AI-augmented workflows and now toward autonomous AI agents, positioning the company to lead in enterprise AI implementation.
Beyond IT: Enterprise-Wide Intelligence
This AI infusion isn't confined to IT. ServiceNow's strategy involves embedding intelligence across the enterprise fabric. Its recognition as a Leader in the Gartner® Magic Quadrant™ for CRM Customer Engagement Center, coupled with strong Q1 growth in areas like HR Service Delivery (40% YoY) and Supply Chain (60% YoY), signals a determined expansion beyond ITSM roots.
ServiceNow's unified platform architecture provides a significant advantage in AI implementation compared to competitors with fragmented solutions. Recent enhancements to the Common Service Data Model (CSDM) provide a standardized framework that accelerates quick, safe, and compliant technology deployments while unifying hundreds of technology categories, systems, and processes under one clear model. This broader applicability, powered by a single data model and unified architecture, positions ServiceNow as a key enabler of end-to-end process transformation, challenging established players in multiple domains.
“We’re seeing firsthand the power of ServiceNow’s Agentic AI strategy. It’s not just hype; the accelerating adoption highlighted in Q1 reflects real-world results and a fundamental shift towards truly intelligent, orchestrated automation across the enterprise, which presents immense opportunities for our clients.”
Knowledge '25: The Agentic Enterprise Takes Center Stage
ServiceNow enters Knowledge '25 (May 6-8 in Las Vegas) from a position of strength, validated by strong Q1 results and accelerating AI adoption. Attendees can expect compelling keynotes including "Put AI to work for people - now" and "Uniting AI + data + workflows across every corner of your business," which will showcase ServiceNow's vision for the future of work.
The event will feature demonstrations of new AI Agents for specialized industries, including Telecommunication, Media and Technology, highlighting how these solutions transform customer experiences. Sessions will also address the leadership mindset shifts needed to navigate AI disruption, emphasizing how organizations can reimagine value and achieve exponential growth through strategic AI adoption.
Industry analysts project that 50% of organizations will use enterprise AI agents configured for specific business functions by the end of 2025. ServiceNow's innovations position it at the forefront of this trend, with AI agents capable of operating with minimal supervision, processing multi-modal data, and proactively addressing business needs before they become problems.
The Path Forward: Architecting the Agentic Enterprise
For organizations charting their digital transformation course, Knowledge '25 offers a critical opportunity to witness how platforms like ServiceNow are defining the future of work. Key sessions worth prioritizing include:
AI agent demonstrations showcasing practical deployment at scale
Industry-specific use cases illustrating tangible business outcomes
Platform integration strategies for cross-functional workflows
Leadership sessions on navigating AI-driven organizational change
The narrative is clear: a unified, intelligent platform is essential for navigating today's demands for both innovation and efficiency. As AI agents increasingly handle routine tasks and complex workflows, organizations that successfully implement these technologies will gain significant competitive advantages in operational efficiency, customer experience, and business agility.
Don't miss this opportunity to see firsthand how ServiceNow is architecting the future of the agentic enterprise. Register today for Knowledge '25 to join thousands of innovators exploring how connected AI, data, and workflows can drive transformative business outcomes in every corner of your organization.
