Capturing the Wow Moments of ServiceNow K26
Every year, this event showcases the “art to possible” for businesses across industries, but nothing beats being there in person. Upon his return from a packed three-day trip to ServiceNow Knowledge 26, we got caught up with Ravi Gaurav, Senior Solution Architect at NowVia who was also a speaker there. Here are snippets of our conversation with him.
Last updated June 11, 2026
Ravi, please help us unpack this mega event. From the news coverage and key leadership presentations, it is quite clear that AI agents dominated K26 with Bill McDermott and other ServiceNow leads suggesting that “think of not only what AI agents can do for your business but also what they can do to your business.
RAVI: You are bang on. I would like to unpack this event at two levels:
1.New features we can expect to see in the near future that will make the ServiceNow AI Platform more powerful, and
2.Key takeaways for customers and businesses
Sounds good, let’s get down to the new features.
RAVI: In summary, this is what we can expect to see from ServiceNow in the near future:
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AI Control Tower: Robust governance engine across all the levels, from discovery, governance, observation to tight security and measurement. In other words, this Tower will find all AI assets inside and outside an organization, maintain policy compliance across all agents, track agent behavior in real time and issue alerts in the event of anomalies, protect agent identity and connected assets, and most importantly, quantify the ROI of AI agents. So, in my view, this is a very comprehensive approach (which is needed) to integrating AI capability throughout the ServiceNow AI Platform.
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Otto: This will essentially provide a unified AI experience across Now Assist, Moveworks, and ServiceNow's AI capabilities into a single natural language interface, thereby replacing siloed assistants. It will act as the control layer between humans and AI specialists.
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Autonomous Workforce: This one is very interesting and forward-looking. Basically, here the idea is that AI specialists will handle the entire workflow (across IT, CRM, HR, Security) alongside humans. Each of these specialists will operate on the shared platform infrastructure (CMDB, Workflow Data Fabric, Context Engine) under the governance of the AI Control Tower.
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Context Engine: This is a very encouraging step towards integrating CMDB, workflow data, analytics, and third-party systems into a semantic layer that grounds every AI decision.
In the coming year, we can also expect to see more from ServiceNow on Action Fabric (which is to facilitate external AI agents to execute ServiceNow workflows via Model Context Protocol (MCP)), stronger security (through Armis and Veza), enterprise autonomous desktop agent for employees (developed with NVIDIA), and tighter integration with alliance partners like AWS, Microsoft, Anthropic and others.
So, in a nutshell, these were some of the enhancements that ServiceNow showcased which stood out for me.
Tell us about those sessions that you attended which highlighted the genuine effort being made to enable AI agents in a highly ethical and responsible manner with all the necessary guard rails, because without these aspects in place no organization can scale from pilot to enterprise, isn’t it?
RAVI: There was tremendous interest among business and tech leads of three industries in leveraging AI agents: medical, aviation and gaming. Representatives from these industries had a significant presence at the event, many of whom were also present in my session. And, to your point about ethics, I’d like to emphasize that the ServiceNow AI Control Tower will have robust governance across their AI Platform.
Great! Now, let’s talk a bit about your session. You made a presentation on the topic of “Populating Service Catalog Requests with AI Automation.” Tell us in brief what is the significance of your proposition to ServiceNow customers? Why should they care? Also tell us about the kinds of discussions that took place in your session.
RAVI: I was very encouraged by a big turnout at my session. There was a genuine interest among attendees to automate their cataloguing because manual processes are very time consuming, fraught with errors, and at the end of the day they add to IT cost. To alleviate this problem, we have developed an AI agent that can take care of the entire cycle of a requisition. In my demo, I took an example that was simple but one which has a significant business impact on an organization.
So, what example did you showcase in your demo?
RAVI: Let suppose you are a new joiner and need to put in a request for a laptop. You don’t quite know where to start, which enterprise application to access and where to make your request. So, you tell the AI agent (represented by an icon on your desktop or laptop): “I need a laptop.” The agent will be deployed to ServiceNow and within less than a minute it will give you a couple of catalog options based on prior user requests. Once you decided on the laptop you want, the agent also helps you fill all the necessary forms and raise a request on your behalf—all this happens without any manual work. Not only this entire process is automated but you can also see how many tokens you have consumed in ServiceNow which, in effect, translates to how much you have spent. Having this level of visibility is very helpful for ServiceNow customers because they can customize the number of tokens they wish to use for a particular task and manage their cost effectively and efficiently.
After attending K26, what opportunities do you see for NowVia customers in the AI-first ServiceNow ecosystem
RAVI: I had the opportunity to attend 28 sessions over the three-day period. I have come back with is a sense of optimism. It was a fantastic place to meet ServiceNow customers who are exploiting their license to the fullest and those who are still leaving goodies on the table—these are companies that ServiceNow can help maximize the value of their ServiceNow investments. At K26, I had valuable discussion with many delegates and participants from the healthcare, manufacturing and aviation industries, and I am hopefully that we will be having discussions in the very near future about how we can help them automate their cataloguing process.
After attending K26, what opportunities do you see for NowVia customers in the AI-first ServiceNow ecosystem
RAVI: I had the opportunity to attend 28 sessions over the three-day period. I have come back with is a sense of optimism. It was a fantastic place to meet ServiceNow customers who are exploiting their license to the fullest and those who are still leaving goodies on the table—these are companies that ServiceNow can help maximize the value of their ServiceNow investments. At K26, I had valuable discussion with many delegates and participants from the healthcare, manufacturing and aviation industries, and I am hopefully that we will be having discussions in the very near future about how we can help them automate their cataloguing process.
Any close thought for our audience?
RAVI: Yes, I would like to conclude by saying that we need to work on two fronts simultaneously: first, we need to build AI capabilities on a continuous basis so we are able to serve and prepare ServiceNow customers for the future. Second, help ServiceNow customers streamline ITOM, especially the process of CMDB—this is a pain point for many customers across industries as their data is all over the place.
Recently, we had published a white paper titled: Reimagining IT Operations in the Era of AI and Agentic AI. And, it was heartening to see that much of what we are doing through NowVia offerings is the need of the hour of many ServiceNow customers.
Ravi, thank you so much for joining us today. In the coming weeks, we look forward to hearing more from you on how NowVia is helping ServiceNow customers.