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ServiceNow Autonomous Workforce: L1 IT Service Desk AI Specialist Handles 90%+ of Employee IT Requests, 99% Faster Than Humans
ServiceNow launched Autonomous Workforce (Feb 26), built on the March 2025 Moveworks acquisition, with the L1 Service Desk AI Specialist now in controlled availability and GA expected Q2 2026. The specialist resolves password resets, software access provisioning, and network troubleshooting autonomously 24/7 — ServiceNow internally reports 90%+ of employee IT requests now handled, 99% faster than human agents. Future specialists planned for employee services, security operations, finance, and legal, creating a full white-collar automation stack inside the existing ServiceNow platform.
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