Expanding Tech Horizons: AWS & ServiceNow Strengthen AI Ties

​​​​​​​ServiceNow and Amazon Web Services (AWS) are joining forces to further incorporate enterprise-level AI solutions into existing frameworks, as demand from large organisations continues to surge.

The heart of this collaboration is a groundbreaking connector, designed to bring multimodal AI models from Amazon Bedrock – a managed service by AWS offering access to advanced foundation models via an API – directly into the workflow of ServiceNow's Now Platform.

Expanding AI capabilities across industries

This initiative ensures strict data privacy by adhering to the robust security protocols already established by both companies. Moreover, it provides the flexibility for enterprises to select distinct third-party AI models tailored to specific needs such as text summarisation, data analytics, and even software development.

Paul Fipps, President of Strategic Accounts at ServiceNow, articulates the value of this partnership, stating, "Our partnership with AWS is accelerating business transformation for our joint customers. More than ever before, organisations demand integrated, end-to-end solutions that enhance user experiences and optimise technology investments." The strategic alliance is broadening its horizons with new product offerings on AWS Marketplace, which acts as a digital marketplace for companies to shop for and deploy cloud-based solutions efficiently.

A key aspect of this expansion is the enhancement of security through an integration that enables the automatic generation of incident reports in ServiceNow's SecOps platform, triggered by alerts from AWS Security Hub, a comprehensive security monitoring tool. Their collaboration also extends to integrating Amazon Business's procurement services with ServiceNow's procurement modules, allowing for improved management of suppliers, purchase orders, and logistics, adhering strictly to organisational procurement and governance rules.

Rapid adoption and positive feedback from enterprises

Numerous global corporations are already witnessing substantial benefits from the synergies brought about by the ServiceNow-AWS partnership. For instance, Bell Canada has seamlessly infused ServiceNow into its enterprise services schema to boost their operational efficiencies.

"ServiceNow has become a cornerstone of Bell Canada's enterprise services strategy to streamline and enhance end-to-end processes," says John Watson, President of Bell Business Markets, AI and FX Innovation. He adds, "By harnessing the Now Platform's advanced automation and AI capabilities powered by AWS, we are driving operational excellence and delivering even greater value to our customers."

Solidifying their stance on this innovative technological alliance, integration software company Boomi has adopted the joint solutions to propel its AI capabilities forward. Ed Macosky, Chief Product and Technology Officer at Boomi, remarks: "Leveraging the ServiceNow for AWS offering directly supports our mission to accelerate business outcomes. This collaboration enables us to harness the full power of AI, streamline our workflows, and enhance digital experiences across our organisation."

Geographic and sector expansion planned

Looking ahead, the reach of this collaboration is poised to widen geographically across Canada and Europe by 2025, specifically targeting industries like telecommunications, technology, financial services, education and retail. This strategic expansion is a response to the growing demand for integrated AI solutions that these sectors are experiencing.

The partnership is set to further innovate with a new Security Incident Response feature that integrates with AWS Security Hub, streamlining the process of security incident creation and resolution, thereby significantly reducing response times.

Chris Grusz, Managing Director of Technology Partnerships at AWS, comments: "We are committed to empowering our customers with the industry's best tools and resources by leveraging AWS Marketplace to build, deploy and scale Gen AI. Working with ServiceNow, we're helping our enterprise customers accelerate Gen AI deployments and get the most value out of their cloud investments."

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