ServiceNow reimagines platform for agentic AI

AI Agent Fabric: the communication backbone

ServiceNow describes the AI Agent Fabric as the communication backbone for enterprise AI ecosystems, and says what sets it apart from traditional AI solutions is it enables native collaboration between agentic systems leveraging common protocols like Model Context Protocol (MCP) and Agent2Agent protocol (A2A), thereby empowering agents, tools, and systems to exchange information, coordinate tasks, and take action in real-time.

“It’s really the backbone of the entire AI ecosystem, standardizing agent to agent, orchestrator to orchestrator, and agent to tool communication, making sure both ServiceNow and third-party agents can dynamically exchange information,” said Dorit Zilbershot, group VP of AI experiences and innovation at ServiceNow during the press conference. “We look at it as distributed intelligence across the enterprise.”

The AI Agent Fabric also allows ServiceNow’s thousands of AI agents to work side by side with third-party agents as part of a coordinated system. Customers can create their own domain-specific agents with ServiceNow AI Agent Studio, use ServiceNow Agents, and bring in AI Agent Fabric integrations from the likes of Adobe, Cisco, Google Cloud, IBM, Microsoft, UKG, Zoom, among others, via the ServiceNow Marketplace.