ServiceNow Zurich release boosts enterprise AI & workflow security

ServiceNow has launched its Zurich platform release, introducing a range of new capabilities focused on scalable, secure AI deployment and expanded workflow automation for enterprise customers.

The latest release is designed to address common concerns facing enterprises as they move beyond basic AI implementations, offering tools to develop, govern, and scale AI agents while integrating advanced security controls and workflow improvements.

Multi-agentic AI at scale

The Zurich release provides enhancements that support faster development of multi-agentic AI systems. At its core is the goal of enabling both developers and business employees to create and deploy AI-driven workflows and applications efficiently and securely.

Amit Zavery, President, Chief Operating Officer, and Chief Product Officer at ServiceNow, commented on the release's significance for enterprise AI adoption. He said,

"Zurich marks a turning point for enterprise AI. ServiceNow is delivering multi-agentic AI systems in production that are not just powerful, but governable, secure, and built for scale. We are transforming the enterprise tech stack to be AI-native - from autonomous workflows that act on data with precision, to developer tools that democratize high-velocity innovation. With built-in controls for security, risk, and compliance, we're helping organizations move beyond experimentation and into a new era of intelligent execution."

Industry analysis supports this trajectory. Citing research from Gartner, ServiceNow highlighted projections that by 2029, over 60% of enterprises will have adopted AI agent development platforms to automate complex workflows previously requiring human coordination.

AI-driven developer tools

One of the main features of the Zurich release is the introduction of the ServiceNow Build Agent and an expanded developer sandbox. Build Agent offers what ServiceNow refers to as "vibe coding," allowing employees to build applications using natural language prompts. The process covers all key elements such as design, integrations, testing, and compliance, streamlining end-to-end app creation with built-in audit trails and security.

The developer sandbox provides isolated environments within a single instance, enabling teams to collaborate, build, and test new features without conflicts. Developers can experiment with AI-driven workflows, resolve version control issues, and reduce development cycle times, which ServiceNow says helps teams ship higher-quality applications with fewer risks.

This approach reduces rework and shortens feedback loops, supporting both professional developers and business users in rapidly iterating and deploying new capabilities.

Enhanced AI platform security

Security features take a prominent role in the Zurich platform. The new ServiceNow Vault Console is designed to offer organisations a guided experience in discovering, classifying, and protecting sensitive data across business workflows. For example, administrators can more easily identify and manage personal data within customer service processes and receive recommendations for policy enforcement and compliance monitoring, all from a single interface.

The Machine Identity Console also addresses the increasing need for integration security as AI agents proliferate across the enterprise landscape. The tool provides visibility into all inbound API integrations, flags outdated or weak authentication methods, and highlights inactive connections, facilitating ongoing security review and remediation for platform teams.

These additions build on the ServiceNow AI Control Tower, which was introduced earlier in the year. AI Control Tower provides an overarching management layer for AI agents, models, and workflows, supporting compliance and lifecycle governance for native and third-party AI solutions operating within the enterprise environment.

Autonomous workflows and process insight

The Zurich release brings new capabilities for developing and managing autonomous workflows. ServiceNow's agentic playbooks feature combines automation, AI, and human expertise within governed workflows, allowing businesses to assign routine tasks to AI agents while reserving high-value or complex input for human employees. This combination aims to provide consistent, efficient, and auditable processes as AI becomes an integral part of enterprise service delivery.

For example, in a scenario involving credit card customer support, an agentic playbook can orchestrate AI agents to verify identity, freeze the compromised card, send a replacement, and notify the customer, while empowering a human agent to intervene when required.

The platform also introduces integrated Process and Task Mining capabilities, allowing organisations to gain detailed insight into how work is executed, identify areas most suitable for automation, and streamline operations by applying AI where it offers the greatest impact.

This unified approach supports both operational efficiency and risk management, reducing the reliance on disconnected tools and complex integrations.

Platform availability

All features included in the Zurich platform release are now available to enterprise customers through the ServiceNow Store, providing immediate access for organisations seeking to accelerate their AI adoption strategies.