LTM partnered to accelerate enterprise adoption of Agentic AI on the Now Platform by developing reusable, platform‑native AI agents that embed intelligence directly into ServiceNow workflows. As a Launch Partner, LTM contributed architectural expertise, domain‑specific design patterns, and implementation experience to help translate ServiceNow’s Agentic AI vision into practical, customer‑deployable solutions.
A global provider of enterprise workflow platform that unifies technology, industry, and creator solutions to power digital transformation at scale. Its platform enables organizations to rapidly build and orchestrate intelligent workflows across IT, employee, and business services, while embedding AI directly into operational processes helping enterprises deliver intelligent, autonomous operations.
Enterprises are rapidly evolving from isolated generative AI copilots toward agent‑based AI systems capable of reasoning, planning, and executing multi‑step actions across workflows. While generative AI improves information consumption and summarization, agentic AI enables autonomous decision‑making and execution, making it a critical capability for scaling service operations. Organizations increasingly seek AI solutions that are governed, transparent, reusable, and embedded within their system of action—making ServiceNow a natural foundation for enterprise‑grade AI adoption.
Operating at enterprise scale, there were challenges with growing complexity in delivering fast, consistent, and reliable services across ITSM, HR, finance, compliance, risk, compliance, asset management, integrations, and platform operations. High service volumes and diverse use cases led to significant manual effort in triaging, investigation, correlation, and decision‑making. Critical processes such as incident resolution, change impact analysis, request handling, and risk mapping relied heavily on human expertise, resulting in inconsistent outcomes and longer turnaround times. In parallel, operationalizing the Agentic AI use cases in a governed, reusable, and platform‑native manner was also important while ensuring accuracy, auditability, and scalability. The challenge was not only to automate individual tasks, but to design and deploy intelligent, autonomous AI agents that could reason across ServiceNow data, orchestrate multi‑step workflows, and deliver measurable business value without compromising platform reliability or governance.
To address the customer’s need for scalable, intelligent, and autonomous service operations, LTM designed and implemented a suite of Now Assist out‑of‑the‑box skills and Agentic AI workflows across critical enterprise functions. The solution embedded AI‑driven reasoning, decision support, and automation directly into ServiceNow workflows, enabling faster issue resolution, reduced manual effort, and improved service consistency across IT, employee services, finance, risk, and platform operations. This approach established a strong foundation for production‑grade adoption of Agentic AI within a governed, enterprise‑ready platform.
Key Solution Capabilities
An autonomous AI agent that proactively diagnoses ServiceNow instance performance issues, identifies root causes, and recommends or executes corrective actions.
An AI agent that correlates changes captured in the CMDB with incidents to automatically identify changes that triggered service disruptions.
An intelligent agent to analyze incident context and automatically recommend and assign the most appropriate support group.
AI agents to triage, classify, and propose resolutions for Travel and Expense inquiries using conversational and workflow intelligence.
Agentic AI workflows designed to handle payroll‑related inquiries with intelligent classification, resolution guidance, and escalation handling.
An AI agent to automatically map issues to relevant risk statements and compliance controls, ensuring timely mitigation and closure.
An agentic AI solution to identify relationships between high‑severity incidents and automatically map associated risks and mitigation actions.
An AI agent to monitor, triage, and assist in resolving incidents related to Dell Boomi integrations.
A conversational interface within the Software Asset Management (SAM) workspace that enables asset managers to create records and retrieve insights using natural language.
Our solutions led to a range of measurable benefits for the client including:
By combining contextual reasoning, orchestration, and execution, reduced incident, case, and request resolution times by 20–30%, enabling faster outcomes without increasing operational overhead.
Achieved 30-40% reduction in manual effort across service operations by shifting routine triage, classification, correlation, and planning tasks from humans to AI agents. Minimal dependency on specialist resources, lower operational cost, and allowing teams to focus on higher‑value, strategic work.
Agentic AI applied standardized logic, historical context, and retrieval‑augmented knowledge to every decision, resulting in 30–35% improvement in routing accuracy, decision consistency, and compliance adherence.
Up to 30% improvement in agent productivity while absorbing growing service volumes by reducing administrative workload and cognitive fatigue, Agentic AI enables
By co‑creating Agentic AI use cases with ServiceNow, LTM helped bring autonomous service execution to life on the Now Platform. The initiative demonstrated how Agentic AI—when embedded directly into ServiceNow workflows—can move enterprises from AI experimentation to production‑grade, scalable, and governed AI adoption, laying the foundation for the next generation of intelligent enterprise service delivery.
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