Why ServiceNow Flow Could Change Enterprise IT Service Management

Kieron Allen (0:00)

Hi, I'm Ciaran Allen, co-host of Cloud Wars. Now, ServiceNow has launched Flow. It's a standalone conversational AI native service desk designed to handle employee requests through Slack, Microsoft Teams, and e-mail. This means users can bypass those traditional portals and ticketing systems altogether. So what's Flow? Well, essentially, it's a startup-like offering within ServiceNow.

And its big selling point is speed and simplicity. ServiceNow says Flow can be deployed in under a day with no infrastructure or implementation project required. Now, importantly, because Flow is a standalone product, customers that don't already subscribe to ServiceNow can still purchase it. ServiceNow says the new service will still deliver, and I quote, the same reliable results expected from ServiceNow's comprehensive service management portfolio. I think one of the most interesting things about Flow, beyond its speed and remarkably light onboarding requirements, is the way that it works from an agentic AI perspective. It doesn't just answer questions.

Once a request has been resolved, users can actually automate the workflow with just a single click. So if the same issue arises again, Flow can deal with it automatically. Now, I think this is a significant development from ServiceNow. It hasn't just built another AI chatbot. Instead, it's turning the service desk itself into an agentic operation.

There's another interesting point here. As Amit Zavery, President, COO, and Chief Product Officer at ServiceNow has said, the company is investing where it sees AI native market opportunities. And it isn't necessarily trying to replace or detract from its existing business. ServiceNow is offering flow and no additional procurement costs to its existing customers, positioning it as an alternative or an addition for a specific department, for remote teams, or newly acquired business units that need rapid or rapid deployment or prefer a different operating model. Thank you for watching.