Responsible AI with ServiceNow

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AI governance is about balance—ensuring innovation can move fast while managing risk responsibly.

Many organisations today face a critical challenge:

• Move too fast, and you risk regulatory breaches, reputational damage, or AI behaving in ways that are difficult to control.
• Move too slow, and you fall behind in adopting AI-driven efficiencies, missing out on competitive advantages.

ServiceNow’s AI governance framework is designed to help organisations navigate this challenge. They approach governance in two key ways:

• Proactive Governance – Ensuring the right controls are in place before AI is deployed.
• Reactive Governance – A systematic approach for tracking, monitoring, and responding to AI-related risks once in production.

This structured approach ensures that organisations can confidently adopt AI without introducing unnecessary risk or slowing down AI-driven transformation.

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The EU AI Act

Regulatory frameworks are evolving rapidly. The EU AI Act is the most significant set of AI regulations to date, creating a rulebook for General-Purpose AI (GPAI) models. A technology qualifies as GPAI if:

• It can perform a wide range of tasks and integrates with downstream systems.
• It exceeds 10²⁵ FLOPs of compute power (a measure of processing capability).

The Act categorises AI risks into four levels:

1. Unacceptable Risk – AI that manipulates human behaviour (e.g., social scoring, coercion). ServiceNow does not permit or develop AI with unacceptable risk.
2. High Risk – AI using private or sensitive data, particularly in regulated industries (e.g., healthcare, finance). Requires strict governance.
3. Limited Risk – AI that modifies content, such as deepfake generation. Needs transparency measures.
4. Minimal Risk – AI for process optimisation, workflow automation, and non-sensitive tasks.

With 24 months to comply, organisations need to act now to establish governance frameworks that align with upcoming regulations.

ServiceNow has taken concrete steps to ensure AI compliance, including:

• EU AI Act Gap Assessment – Reviewing existing AI practices against regulatory requirements.
• Risk Assessments – Systematically evaluating AI use cases to ensure alignment with risk classifications.
• Risk & Transparency Documentation – Providing full visibility into how AI decisions are made.
• Purpose-Built AI Training – Ensuring AI is developed, deployed, and used ethically and responsibly.

ServiceNow will be fully compliant within the 24-month grace period.

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Now Assist Guardian

To make AI governance operational and scalable, ServiceNow has introduced Now Assist Guardian, which provides:

• AI Stewardship – A framework for assigning responsibility over AI models, ensuring clear accountability.
• Approval Workflows for AI Skills – Ensuring rigorous checks before any AI-driven functionality goes live.
• AI Asset Inventory – A centralised repository tracking all AI models, their uses, and governance status.
• AI Governance Workspace – A dedicated workspace for monitoring compliance, auditing AI decisions, and managing risk over time.

These tools provide organisations with full visibility and control over their AI landscape, ensuring AI aligns with both internal policies and regulatory mandates.

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How should customers approach risk management?

To manage AI risks effectively, organisations should adopt a structured, proactive approach:

• Thoroughly test each AI skill or agent before deployment – Ensuring outputs are reliable, unbiased, and aligned with business needs.
• Keep a human-in-the-loop – Train employees to understand AI behaviour and intervene when needed.
• Stringent approval processes – No AI skill should be automatically deployed without thorough governance checks.
• Continuous auditing via the Guardian Workspace – Ongoing monitoring ensures AI remains compliant and effective post-deployment.

ServiceNow’s goal is to provide a structured, scalable framework to govern AI efficiently allowing customers to adopt AI responsibly, ethically, and remain compliant.

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Harnessing Artificial Intelligence with Crossfuze

At Crossfuze, we are passionate that Artificial Intelligence (AI) must be a strategic enabler that drives meaningful business outcomes. AI is not just about automation—it is about creating scalable, measurable solutions that enhance efficiency, improve decision-making, and unlock new opportunities for innovation.

Our role is to guide organisations through their AI journey, ensuring that every step—from inception to optimisation—is built on scalable, strategic, and measurable foundations.

Find out more about Crossfuze's AI offering.