Driving AI Innovation in IT Service Management

In a groundbreaking announcement, ServiceNow and Cisco have partnered to simplify and secure AI adoption for businesses at scale. This collaboration, unveiled in April 2025, aims to address the growing demand for AI-driven solutions in IT Service Management (ITSM) and beyond.

The partnership will integrate Cisco’s advanced networking and security solutions with ServiceNow’s platform capabilities, enabling organizations to adopt AI technologies with enhanced security and operational efficiency. This move aligns with the increasing need for ITSM solutions that not only streamline workflows but also ensure resilience and business continuity.

Key Highlights of the Partnership

1. AI-Powered ITSM:

   • The integration will enable ITSM teams to leverage AI for predictive analytics, automated workflows, and real-time insights.

   • This enhances the ability to prevent service outages, address incidents proactively, and improve customer satisfaction.

2. Enhanced Security:

   • Cisco’s robust security infrastructure ensures that AI adoption is not only efficient but also secure, safeguarding sensitive ITSM data.

3. Operational Efficiency:

   • By combining Cisco’s networking capabilities with ServiceNow’s workflow automation, businesses can achieve greater operational agility and scalability.

4. Future-Ready ITSM:

   • The partnership positions ServiceNow as a leader in driving AI innovation within ITSM, providing tools that are adaptable to future business needs.

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What This Means for ITSM Professionals

For ITSM teams, this partnership is a game-changer. The integration of Cisco and ServiceNow technologies will empower IT departments to enhance their service delivery, improve performance, and reduce costs. It also aligns with ITSM Connect’s mission to provide innovative solutions that help businesses thrive in a competitive landscape.

Looking Ahead

The initial integration trials will begin soon, with availability expected in the second half of 2025. As the partnership evolves, ITSM professionals can expect more advanced features and capabilities that redefine how AI is utilized in IT service management.