VENDORiQ: ServiceNow Announces the Acquisition of Moveworks to Improve its AI and Workflow Automation Capabilities

Why It’s Important

ServiceNow’s acquisition of Moveworks demonstrates its intent to enhance employee support and engagement while furthering their goal of leading in enterprise AI.  Moveworks, founded in 2016, specialises in AI-powered solutions for workplace productivity, automating IT services, HR support, enterprise search, and workflow execution. Through this strategic purchase ServiceNow aims to leverage Moveworks’ advanced AI assistant and enterprise search technologies that enable context-aware search across structured and unstructured enterprise data, and semantic search and natural language understanding (NLU) to retrieve relevant information from internal documentation, wikis, and ticketing systems.

Moveworks has transitioned from an initial focus on IT support, to the provision of an extensive array of artificial intelligence-powered solutions that cater to a diverse range of enterprise management functions. Moveworks’ proprietary large language model (MoveLM), has the potential to significantly enhance ServiceNow’s existing AI offerings. Moveworks excels in natural language processing (NLP), enabling context-aware automation for IT, HR, and finance operations. Integrating these tools into the Now Platform will allow ServiceNow to deliver more intuitive, responsive, and personalised AI-driven solutions to its customers. For example, Moveworks’ AI copilot autonomously resolves employee support requests, automates repetitive tasks, and surfaces relevant information through conversational interfaces. This complements ServiceNow’s existing agentic AI architecture, which orchestrates domain-specific AI agents across workflows. 

The acquisition positions ServiceNow to capitalise on the growing demand for AI-driven enterprise solutions. As competitors like Microsoft, Salesforce, and Workday invest heavily in similar technologies, this move strengthens ServiceNow’s ability to differentiate its platform. The acquisition has the potential to be a good ‘strategic fit’, enhancing ServiceNow’s market position and expanding its influence in AI-powered automation and employee support.

While there are obvious synergies between the two companies, integration may pose challenges despite the majority of Moveworks’ current customer deployments already using ServiceNow as an important system of action to access enterprise AI, data, and workflows. Regulatory hurdles could also delay the deal’s closing. Given the increasing scrutiny of large technology mergers, ServiceNow will need to ensure compliance with antitrust regulations.

Who’s Impacted

• C-suite
• CIO and CTO
• IT service management teams
• HR and finance departments

What’s Next?

• Evaluate how the integration of Moveworks’ AI capabilities into ServiceNow’s Now Platform aligns with your organisation’s digital transformation strategy.
• Stay informed about the timeline for new features, particularly the unified AI assistant and prepare your teams for adoption.
• Engage with ServiceNow representatives to understand potential impacts on your current workflows and explore how the expanded AI-driven capabilities can improve productivity and employee satisfaction.

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