ServiceNow and Google Cloud Expand Partnership to Deliver AI-Powered Enterprise Solutions
In a landmark move set to redefine the enterprise technology landscape, ServiceNow (NYSE: NOW) and Google Cloud have announced a major expansion of their partnership. This collaboration aims to maximize the value of generative AI (gen AI) across every layer of the enterprise technology stack. By bringing ServiceNow’s Now Platform and its full suite of workflows—including Customer Relationship Management (CRM), IT Service Management (ITSM), and Security Incident Response (SIR)—to Google Cloud Marketplace and Google Distributed Cloud (GDC), the companies are empowering businesses to unlock new levels of productivity, efficiency, and innovation.
A Vision for Transforming Enterprise Work with Gen AI
Both ServiceNow and Google Cloud share a unified vision: to transform how enterprises operate by leveraging the power of generative AI. By making the Now Platform and its workflows available on Google Cloud, ServiceNow is poised to deliver AI-enhanced experiences to millions of users globally. The integration will enable end-to-end connectivity, allowing businesses to harness the full potential of their data through seamless workflows and intelligent insights.
New integrations will empower ServiceNow customers to connect their enterprise data using BigQuery, Google Cloud’s powerful analytics engine. These insights can then be extended to Google Workspace, enabling users to access ServiceNow data directly within tools like Google Sheets and Google Chat. Additionally, businesses can build custom gen AI applications on top of their data foundation using Vertex AI, Google Cloud’s advanced AI development platform.
“ServiceNow and Google Cloud are fundamentally rethinking the way the enterprise runs,” said Bill McDermott, Chairman and CEO of ServiceNow. “Agentic AI is a revolution! Bringing together the incredible strengths of two of the world’s leading innovators will redefine enterprise technology. We’re putting AI to work to eliminate boundaries in any industry, anywhere in the world.”
Thomas Kurian, CEO of Google Cloud, echoed this sentiment: “Businesses are seeking new ways to innovate with generative AI, optimize workflows, and improve everyday experiences for customers. Through our expanded partnership with ServiceNow, customers will now have the data foundation, development platforms, and leading foundation models to easily build gen AI applications that leverage the context and knowledge in ServiceNow—all on top of Google Cloud’s AI-optimized infrastructure.”
Accelerating Cloud and AI Transformation for Enterprises
The partnership is already gaining traction among key customers. For example, Deutsche Bank, a long-term partner of both ServiceNow and Google Cloud, sees immense potential in this synergy.
“Running ServiceNow’s enterprise operations platform on Google Cloud is an exciting development that has the potential to accelerate and optimize our cloud and AI transformation journey,” said Tony Kerrison, Head of Group Technology Infrastructure and Head of Technology, Data, and Innovation for the Americas at Deutsche Bank.
Bringing the Now Platform to Google Cloud and GDC
By offering the Now Platform on Google Cloud Marketplace, businesses can seamlessly combine ServiceNow’s workflows with Google Cloud’s cutting-edge AI, data analytics, and productivity tools. The Now Platform, built on a single data model and single architecture, unites AI agents, data, and workflows to drive exponential productivity across organizations.
Additionally, ServiceNow’s CRM, ITSM, and SIR solutions will be made available on Google Distributed Cloud (GDC) in an air-gapped environment, addressing the unique needs of highly regulated industries such as finance, healthcare, and government.
Enhancing Decision-Making with Advanced Data Integration
A key highlight of this partnership is the integration of ServiceNow’s Workflow Data Fabric with BigQuery. Workflow Data Fabric serves as an advanced data integration and governance layer, providing real-time, secure access to enterprise data. This integration enhances common workflows in CRM, ITSM, and SIR while boosting AI agent capabilities.
For instance, businesses can leverage BigQuery’s predictive analytics to forecast critical issues like equipment failures and address them proactively through automated maintenance alerts. The companies are also enabling zero-copy integration, allowing ServiceNow customers to enrich workflows with BigQuery data and vice versa. This ensures comprehensive, context-rich data for informed decision-making, supporting use cases like fraud detection, network outage resolution, and more.
Innovations That Improve Everyday Work
The expanded partnership focuses on optimizing critical business functions through innovative product integrations. Key areas of focus include:
- Boosting Customer Experiences with CRM and Contact Center as a Service:
A new integration between ServiceNow CRM and Google’s Customer Engagement Suite with Google AI enables businesses to automate and personalize customer interactions across channels like voice and chat. For example, combining ServiceNow CRM with Agent Assist capabilities allows companies to create intuitive, multi-turn conversations that streamline customer service requests. - Enhancing ServiceNow Workflows with Google Workspace:
ServiceNow is making its data more accessible within Google Workspace. New integrations allow users to export ServiceNow data directly into Google Sheets with a single click, reducing friction and context switching. Additionally, integrations with Google Chat enable employees to ask questions and resolve issues using Now Assist, all without leaving their productivity tools.
Availability and Next Steps
ServiceNow plans to launch its offerings on Google Cloud Marketplace throughout Q2 and Q3 2024 in various regions. New integrations across BigQuery, Customer Engagement Suite with Google AI, and Google Workspace are expected to roll out later this year. Additionally, ServiceNow’s CRM, ITSM, and SIR modules for Infrastructure Operators (IO) in Google-Operated and Partner-Operated models of Google Distributed Cloud will also become available later this year.
To learn more about how ServiceNow and Google Cloud are transforming enterprise workflows, visit ServiceNow’s official blog or explore Go
