Gartner 2025: ServiceNow Leads in AI Applications for ITSM
Gartner released its latest September 2025 Magic Quadrant for Artificial Intelligence Applications in IT Service Management (ITSM). The report highlights the leading vendors and their solutions in a rapidly growing market driven by the advancement of generative AI (GenAI), large-scale language models (LLMs), and the push for intelligent automation in IT support. Among the vendors evaluated, ServiceNow emerges as a leader, reinforcing its dominant position in the sector and solidifying its strategy of AI innovation in agents and critical workflow automation. Today, it operates with approximately 85% of the companies that comprise the report. Fortune 500 list and Gartner's survey proves its fundamental market share.
The evolving AI market in ITSM
Gartner's survey highlighted the implementation of AI in the IT asset market as a rapidly evolving process. Below are some key market insights:
Growth of Generative AI (GenAI)
Gartner predicts that by 2027, GenAI will produce more IT knowledge base articles than humans. This means intelligent solutions will create, update, and optimize technical content faster and more consistently, reducing support bottlenecks.
This growth has been accompanied by ServiceNow, which has been focusing on research and implementation strategies for AI and automation. At its events, such as SP Summit, ServiceNow highlights digital transformation and practical strategies to accelerate your business and stay current and ahead of the curve.
Automation and cost reduction in IT support
Infrastructure and operations leaders face rising support costs and declining employee engagement. AI tools offer benefits such as:
– Reduction in incident response time.
– Intelligent triage and categorization of calls.
– Labor savings through automated resolution.
The race for agent AI
Despite the hype surrounding agentic AI, with AI agents capable of acting semi-autonomously, Gartner points out that few vendors deliver this capability in a tangible way. ServiceNow, however, is already demonstrating concrete results in this area with AI Agent Studio.
Key Highlights from the Gartner 2025 Report
- Abandonment of AI projects in service desk: By 2027, 50% of AI projects in IT service desks will be abandoned due to unforeseen costs or lack of ROI. This shows that adopting AI requires not only technology, but also a solid strategy.
- GenAI outperforming humans in knowledge creation: GenAI is expected to surpass human production in support articles, ensuring scalability and standardization.
- The advancement of zero-touch service centers: By 2030, 20% of mature I&O organizations will have fully autonomous service desks, up from less than 1% today.
ServiceNow as a leader in AI for ITSM
ServiceNow holds a Leader position in the 2025 Gartner Magic Quadrant for AI Applications in IT Service Management (ITSM). This isn't news: the company was already recognized for its strong presence in ITSM, but in 2025 it reinforces its differentiation by bringing tangible innovations in agent AI and moving toward a semi-autonomous automation landscape.
ServiceNow ITSM Pro Plus
O ServiceNow ITSM Pro Plus is the flagship AI offering for ITSM. It combines advanced AI capabilities with the power of the ServiceNow platform, enabling:
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Automation of critical support processes (incidents, problems, changes and requests).
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Configurable incident and change summaries, accelerating reviews and decision-making.
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Autonomous Digital Employee Experience (DEX) Remediation, which anticipates problems on endpoints and resolves them proactively, without the need to open calls.
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Collaborative AI Workflows, in which different intelligent agents interact with each other and with human users to speed up resolution.
This combination ensures that customers not only reduce costs but also gain agility and reliability in IT services.
Agent AI Innovation Highlights
While many vendors still treat AI as a promise, ServiceNow is already delivering practical, differentiated capabilities:
– AI Agent Studio: Allows you to create supervised or autonomous AI agents, with transparent explanations of reasoning—essential for trust and governance.
– Collaborative agents: different agents can share data, delegate tasks, and execute end-to-end flows.
– Predictive and autonomous remediation: ServiceNow advances scenarios where incidents are resolved before they even impact the end user.
This capability makes ServiceNow one of the few vendors to offer truly operational and reliable AI, going beyond basic chatbots and assistants.
ServiceNow's Strengths According to Gartner
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Market dominance in ITSM: ServiceNow is already a benchmark in service management platforms, which guarantees scale, track record, and credibility.
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Tangible Innovation in Agentic AI: Unlike competitors who simply tout the technology, ServiceNow demonstrates practical, measurable results.
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Consistent roadmap: clear plans to expand capabilities, including integration of agent to agent and autonomous digital problem-solving.
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Integration with ITOM AIOps Professional: combination of ITSM and intelligent operations, strengthening detection and response to complex incidents.
Trends and future of the AI market in ITSM
Sector consolidation
The acquisition of Moveworks signals that mergers and acquisitions are expected to intensify in the coming years.
Advancing True Agentic AI
So we see that companies want AI that performs end-to-end tasks, not just passive assistants.
Differentiation through tangible results
The competitive advantage will come from solutions that demonstrate a direct impact on costs, agility and user experience.
Conclusion
The Gartner 2025 report confirms ServiceNow's leadership in the use of AI applied to IT service management. The company stands out not only for the robustness of its platform but also for bringing real innovations in agentic AI, establishing itself as a benchmark for organizations seeking cost reduction, intelligent automation, and a better digital experience.
With the acquisition of Moveworks and its solid roadmap, ServiceNow promises to define the next steps in AI-powered ITSM. Therefore, ServiceNow is the best tool choice for your IT management and transformation. 4MATT can be a great ally in implementing ServiceNow services.
As a premier partner and best ITx partner in Latin America from ServiceNow, 4MATT is the smartest choice for digital transformation and ServiceNow execution. Talk to our experts and discover how we can accelerate your business with automation and strategy.
