Article January 2, 2026

Nortal

How ServiceNow AI and automation transform enterprise security operations

Discover how ServiceNow AI agents and automation enhance enterprise security, streamline incident response, and improve vulnerability management.

Service

ServiceNow Cyber Resilience Data and AI

Industry

Enterprise

Enterprise security is facing a critical stage with more threats, tools, data, and alerts than ever. In this environment, ServiceNow has come forward as a leading platform to manage security with AI by connecting SecOps and IT into a unified operational fabric. With ServiceNow AI agents and the ServiceNow AI Control Tower, organizations can pivot from defense to offense with fast-acting, autonomous resilience that improves consistency and identifies risks.

In 2025, ServiceNow introduced Security and Risk AI agents to help businesses automate fixes and dynamic responses, with strategic Cisco and Microsoft integrations for broader coverage.

Meanwhile, the AI Control Tower centralizes governance and performance tracking for all AI agents and models, mapping relationships through CMDB and prioritizing actions based on business impact.

This article explores four key areas: AI agents, AI Control Tower, incident response, and vulnerability management, along with governance and best practices.

What are ServiceNow AI Agents?

ServiceNow AI agents are autonomous digital workers that handle complex security and risk tasks (detection, prioritization, coordination, documentation, etc.) on the ServiceNow AI Platform. They collaborate with other agents and external tools, reducing response times and keeping operations consistent.

Powered by AI Agent Fabric, these agents communicate via Model Context Protocol (MCP) and Agent2Agent (A2A) for real-time coordination across thousands of ServiceNow and third-party agents.

Now Assist for Security Operations adds generative AI capabilities (incident summaries, closure notes, recommended actions, and post-incident analysis), available in the ServiceNow Store since 2024 and enhanced in the Xanadu release in 2025.

Benefits of AI Agents for security operations

AI agents bring significant advantages to security teams, helping them work faster and smarter. Some of the most impactful benefits include:

Faster response

By automating playbooks and coordinating execution, organizations can significantly reduce MTTR.

Consistency and scalability

Standardized workflows minimize human error and ensure repeatable processes.

Extended collaboration

Native integration with SIEM, SOAR, and EDR tools means end-to-end remediation across platforms.

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Analyst productivity

Automated summaries and recommendations lighten manual workload so analysts can focus on strategic tasks.

Autonomy also introduces risks such as prompt injection attacks, misuse of privileges, and governance gaps. These challenges require a thoughtful approach combining strong supervision, clear segmentation of responsibilities, and continuous monitoring.

This is where the AI Control Tower becomes essential: it enforces policies, ensures compliance, and provides the visibility needed to keep AI-driven security both effective and safe.

ServiceNow AI Control Tower

The AI Control Tower is a centralized hub for governing, managing, securing, and measuring AI agents and models across the organization. Integrated with CMDB/CSDM, it provides visibility into agent activity, enforces guardrails, and reports ROI.

Use cases for security teams:

Inventory and posture of security agents
Risk and compliance management for AI
Multi-agent orchestration for SecOpsworkflows
Strategic integrations with Microsoft and Cisco for cross-platform governance

ServiceNow integrates with SOAR/SIEM/EDR ecosystems (Google SecOps, CrowdStrike, D3 Security), enabling automated ticketing, enrichment, phishing investigation, and remediation linked to ITSM/Change.

Incident response and vulnerability management with ServiceNow

Incident response automation

Proactive vulnerability management

Measuring success and ROI

Governance and compliance

Strong governance is the foundation of safe AI adoption. Define AI autonomy levels and enforce supervised execution for sensitive actions. Maintain audit-ready logs and evidence to meet regulatory requirements. And don’t forget to implement agent security controls, such as anti-prompt injection measures, to protect against emerging threats.

Change management and training

Technology only works when people know how to use it. Train analysts on Now Assist and SecOps workspaces so they can leverage AI effectively. Use QuickStart guides and certified partners to make implementation faster and smoother.

Continuous improvement

AI-driven security is an ongoing journey. Regularly iterate playbooks and scoring models to keep them relevant. Track release updates, e.g., the Xanadu release, for new AI capabilities that can enhance workflows. And leverage integrations to extend orchestration across the entire security ecosystem.

Conclusion

ServiceNow’s AI-powered approach is redefining how enterprises handle security. By combining AI agents with the AI Control Tower, organizations can move from reactive firefighting to proactive, well-governed security operations. This shift speeds up incident response and vulnerability management while freeing teams to focus on strategic priorities. Less stress, less risk.

Still, technology alone isn’t enough. Success depends on strong governance, clear policies, and preparing the team for change. With the right foundation, AI-driven security becomes more than a tool; it becomes a trusted partner in building resilience and confidence in an increasingly complex threat landscape.

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