ServiceNow announced powerful new solutions to deliver mission-critical outcomes for the public sector through trusted AI. Coming just two months after the Moveworks acquisition close, the new ServiceNow EmployeeWorks combines Moveworks? conversational AI and enterprise-grade search with ServiceNow Employee Center to create an AI front door for an agency workforce and its mission.
ServiceNow also introduced Autonomous Workforce, AI specialists that can execute jobs with the scope, authority, and governance required in Government Community Cloud (GCC) and National Security Cloud (NSC) environments. ServiceNow EmployeeWorks brings Moveworks' conversational AI and enterprise search together with the unified portal and autonomous workflows of ServiceNow Employee Center?turning natural language requests into governed, end-to-end action across agency systems. Employees get answers, submit requests, and trigger cross-system workflows in plain language from the collaboration tools they already use. ServiceNow EmployeeWorks helps eliminate the manual handoffs and application-switching that slow service delivery?giving public sector workers a consumer-grade experience while supporting federal-grade compliance.
Moveworks is FedRAMP Moderate-certified with plans to pursue higher authorization levels. The ServiceNow Autonomous Workforce deploys AI specialists with defined roles to work alongside agency teams. Agencies can use AI specialists to handle high-volume, repeatable tasks from start to finish while following the processes, policies, and oversight requirements the public sector demands. The Autonomous Workforce orchestrates teams of AI specialists that execute work end-to-end, learn from outcomes, and improve over time.
The first out-of-the-box AI specialist, available now, is a Level 1 IT Service Desk AI Specialist that is designed to autonomously resolve common IT support requests?password resets, software access, network troubleshooting?using agency knowledge bases, historical incident data, and proactive remediation workflows. AI specialists can be assigned roles that operate within a single agency or across agency boundaries, enabling coordinated service delivery at both the departmental and inter-agency levels. Available for FedRAMP High, IL4, and IL5 environments, the Autonomous Workforce operates around the clock, can escalate to human staff when needed, and frees agency IT teams to focus on higher-priority mission work.
ServiceNow debuted as a Leader in The Forrester Wave?: Industry Cloud Solutions for Public Sector, First Quarter 2026?and is recognized in the evaluation as a ?Customer Favorite? among evaluated service providers for outstanding customer feedback. This recognition from Forrester cites ServiceNow?s ?aggressive AI strategy?
and that ServiceNow ?now targets mission delivery at the national, state, and local levels.? Forrester?s report also identified that ServiceNow?s Service Bridge solution (now known as Service Exchange) enables ?turnkey integration across government platforms, delivering ?one-stop shop? and ?no wrong door?
cross-agency service delivery.? Both ServiceNow and Moveworks from ServiceNow are FedRAMP Authorized?ServiceNow at the High level and Moveworks at Moderate?giving agencies a fully authorized AI stack for secure modernization. ServiceNow EmployeeWorks is generally available for all public sector organizations.
The first AI specialist for Autonomous Workforce, a Level 1 Service Desk AI Specialist, is in controlled availability and expected to be generally available Second Quarter 2026. The ServiceNow Autonomous FastStart offer is available and is limited to the first 50 customers who sign up.
