AI Agents Set to Transform Source-to-Pay

Executive Summary

ServiceNow has launched autonomous procurement capabilities, introducing AI agents designed to automate and optimise the entire source-to-pay process. Announced at DPW Amsterdam on 8 October 2025, this innovation aims to revolutionise procurement operations for enterprise IT and procurement teams.

What Happened?

At DPW Amsterdam, ServiceNow revealed its new autonomous procurement solution, powered by advanced AI agents. These agents are capable of handling procurement tasks end-to-end, from sourcing and contract management to purchasing and payment. The system is built to act independently, reducing manual intervention and accelerating procurement cycles.

Why Does It Matter?

For medium to large organisations—particularly across Europe and Africa—autonomous procurement delivers:

• Significant reduction in manual workload and human error.

• Faster procurement cycles and improved supplier management.

• Enhanced compliance and transparency throughout the procurement process.

ServiceNow’s focus on AI-driven automation reflects the growing demand for intelligent, efficient ITSM and procurement solutions.

Impact on ITSM and Procurement

• Streamlines procurement, allowing IT teams to focus on strategic initiatives.

• Improves cost control and decision-making with real-time data and analytics.

• Supports digital transformation by integrating procurement with broader ITSM workflows.

What Should Organisations Do?

• Assess current procurement processes for automation opportunities.

• Engage with ServiceNow representatives to explore autonomous procurement integration.

• Monitor further ServiceNow innovations to stay ahead in digital operations.