ServiceNow and Google Cloud enable agentic AI across enterprise systems to autonomously detect, diagnose, and resolve issues, improving operational efficiency and customer experience.
ServiceNow and Google Cloud have announced new AI solutions and agents that bring autonomous operations to the world’s largest enterprises across 5G networking, retail, and IT systems.
The solutions represent a significant step toward enabling AI agents to collaborate across platforms to autonomously detect, diagnose, and resolve problems before they affect customers.
Underpinning every solution is unified governance and data connectivity supported by Google Cloud’s Gemini Enterprise platform and the ServiceNow AI Platform, leveraging ServiceNow AI Control Tower, Workflow Data Fabric, and Google Cloud BigQuery. A shared interoperability framework built on Agent-to-Agent (A2A), Agent-to-UI (A2UI), and Model Context Protocol (MCP) enables AI agents to exchange intelligence and actions in real time across enterprise environments.
“ServiceNow and Google Cloud share a conviction that the future of enterprise AI is built on open, interoperable platforms, not walled gardens. The solutions we’re delivering together prove this premise: When our technologies work in lockstep, enterprises get what modern operations demand: an automated chain from first signal to final resolution,” said John Aisien, General Manager and Senior Vice President, Central Product Management at ServiceNow.
“Real customer value from agentic AI will be unlocked when agents seamlessly interoperate across platforms and systems, with enterprise-grade governance. By uniting Gemini Enterprise with the ServiceNow AI Platform via open protocols like MCP, we’re delivering an interoperable AI workforce that can detect, diagnose, and resolve issues autonomously,” said Kevin Ichhpurani, President, Global Partner Ecosystem at Google Cloud.
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Autonomous Network Operations: From Reactive Chaos to Self-Healing Operations
ServiceNow is introducing a 5G Autonomous Network Operations solution that augments human oversight to identify and resolve problems before customers notice anything is wrong. Once given defined parameters, ServiceNow AI Agents powered by Gemini Enterprise for Customer Experience (CX) handle anomaly detection and connect to the ServiceNow AI Platform for remediation. Together, they replace reactive chaos with a self-healing network.
When a 5G performance issue arises, ServiceNow AI Agents on Gemini Enterprise for CX analyse network telemetry and identify the root cause in real time. Via MCP, they pass context directly to applicable ServiceNow AI Agents, map the impact across services and SLAs, select the right fix, deploy the network function via A2A, and validate the resolution.
Bringing AI-Powered Predictive Maintenance to Retail Operations
ServiceNow is also reducing unplanned downtime in retail before it ever reaches the store. By combining Google Cloud’s predictive intelligence with ServiceNow’s workflow orchestration, early telemetry signals are turned into autonomous end-to-end action, helping resolve equipment issues before any associate, manager, or customer is affected.
Google Cloud’s BigQuery ML with Gemini models detect anomalies and surface failure recommendations that instantly trigger ServiceNow’s autonomous workflows: triaging the issue, checking part availability, reserving inventory, and dispatching a qualified technician with a guided repair playbook in hand.
Telemetry stays in BigQuery and is accessed via ServiceNow’s Zero Copy Connection enabled by Workflow Data Fabric, resulting in no data movement, no duplication, and no delay between insight and action. Every resolved case feeds back into the predictive model, building a system that gets smarter with each repair, and can steadily shrink emergency dispatches, reduce unplanned downtime that drains margins, and protect the in-store and digital customer experience that drives loyalty.
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Uniting AI Workforces to Minimise Preventable Outages
ServiceNow’s Autonomous Workforce of AI Specialists, powered by Gemini Enterprise for CX, will work in lockstep to provide enterprises with a unified agentic system built to help prevent outages before they become business problems.
When a ServiceNow AI specialist on Gemini Enterprise for CX detects an anomaly, it passes enriched signals to the ServiceNow AI Platform via A2A and MCP. From there, ServiceNow’s AI specialists reduce noise and assess impact, grounding the signal in the configuration management database (CMDB). They collaborate directly with AI agents to pinpoint root causes and coordinate remediation across Google Cloud.
Governing AI Across the Enterprise and Building the Foundation to Scale It
As agentic AI deployments multiply, enterprises need a shared foundation to track what AI agents are doing, what data they’re touching, and whether they’re operating within business guardrails. ServiceNow and Google Cloud are building that foundation together.
Through an integration with AI Control Tower and Gemini Enterprise Agent Platform, every AI agent and MCP Server across both platforms appears in a unified, governed registry, giving IT and security teams a live, continuously updated view of the agents running across their environment, what they’re accessing, and how they’re behaving. This provides a single control plane for AI, running wherever it runs, built on the combined strengths of both platforms.
Alongside the innovations, Google Cloud has named ServiceNow a 2026 Google Cloud Partner of the Year across multiple categories, recognising the strength of the partnership.
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