ServiceNow Knowledge 2025: AI as a New Workforce - An IDC EMEA Analysis

This IDC Market Perspective reviews key announcements and discussions from the ServiceNow Knowledge 2025 summit, the company's annual global event for customers and partners held on May 6-8, 2025. It offers insights with a focus on EMEA and includes IDC EMEA Research's key takeaways."ServiceNow is continuing to execute its strategy of building out new AI-fueled platform, workflow, and application functionalities. The announcement of the ServiceNow AI Agent Fabric and ServiceNow AI Control Tower, together with the expansion of CRM with new functionalities, took center stage at this year's Knowledge 2025," said Andrea Siviero, senior research director, Digital Business & Economy and Future of Work. "In the months ahead, dual focus will be essential for EMEA growth - emphasizing the AI Control Tower role to drive responsible AI and assess AI's business value, while simultaneously deepening industry expertise and strengthening the regional partner ecosystem."