At Knowledge 2026, ServiceNow announced two major developments for its platform:

• the expansion of the AI Control Tower

• Otto, its unified AI ambient agent

Beyond the hype, these two innovations open up practical use cases closely linked to our native ServiceNow module for your CSR, Sustainable IT or Green FinOps strategies.

AI Control Tower + Aguaro – Bridging the environmental blind spot in AI governance

Launched at Knowledge 2025, the AI Control Tower now enables organisations to identify their entire AI ecosystem – including hyperscalers (AWS, Azure, Google Cloud) and third-party business applications – monitor usage, govern access and manage costs. A single source of truth, rooted in the ServiceNow CMDB.

However, there remains a major blind spot in this system: the environmental cost of AI.

Aguaro fills this gap natively by providing:

• Automatic and instant access to all CMDB and AI Control Tower data: no new interface or copying required - and therefore without adding to technical debt

• Over 400 AI-specific emission factors directly integrated into the ServiceNow environment

• Scenario modelling and real-time visibility into the carbon, energy and financial impacts of each AI project

• Dedicated cockpits for operational teams (IT/AI project managers, application managers, etc.) with calculators, self-assessments and scores tailored to business roles, and directly deployed within their usual tools (ServiceNow Strategic Portfolio Management – SPM, Enterprise Architect, Application Portfolio Management – APM, Digital Portfolio Management – DPM, etc.).

The aim is not to slow down AI deployments, but to manage them with a comprehensive view: performance, compliance, financial AND environmental costs, all within a single repository.

Otto + Aguaro - Turning AI agents into a powerful lever for environmental transformation

Bringing together Now Assist, Moveworks and AI Experience, Otto becomes the single point of entry for all employee requests – and potentially those from customers and suppliers – regardless of their complexity, with workflow automation capabilities extended across the entire application ecosystem – meaning not only those integrated with ServiceNow but also those in all other tools (ERP, CRM, HRIS, etc.).

This development could significantly ramp up CSR teams' ability to make an impact, as it enables the ServiceNow platform to be used to drive tangible environmental change.

Enhanced with ambient agents, our native ServiceNow module enables us to proactively integrate CSR issues into employees’ daily conversations and AI usage:

• highly personalised awareness-raising and sustainable engagement based on behavioural science and our R&D research

• low-carbon alternatives suggested at the right moment

• individual contributions highlighted in relation to the organisation’s goals...

The financial and environmental benefits are tangible and measureable:

• reduction in unnecessary purchases and e-waste

• energy savings

• reduced reliance on critical resources

Not to mention the actual gains in operational efficiency.

With Aguaro, your ServiceNow platform does more than just support your digital transformation: it can significantly accelerate your environmental transformation.