ServiceNow Integrates Claude as Default Model for Build Agent and AI Platform

ServiceNow integrates Claude to automate enterprise workflows

ServiceNow has selected Claude as the default model for the ServiceNow Build Agent and as a preferred model across the ServiceNow AI Platform. This integration allows enterprises to leverage Claude's reasoning and coding capabilities to automate core business operations—such as IT support, HR, and customer service—while maintaining enterprise-grade access controls, compliance, and usage monitoring.

Enhancing enterprise application development

Claude now powers the ServiceNow Build Agent, an enterprise-grade coding solution that enables developers of all skill levels, including citizen developers, to build apps and automations using natural language prompts.

Key impacts of this integration include:

Increased Accessibility: Users can create applications and design agentic automations that previously required extensive developer support.
Projected Growth: ServiceNow expects usage of the Build Agent to quadruple over the next 12 months.
Control and Visibility: Customers can utilize Claude for advanced AI tasks while retaining full visibility and control over AI actions within the platform.

Accelerating deployment and industry-specific solutions

ServiceNow is utilizing Claude to reduce the friction between sales and deployment for its customers.

Time-to-implement reduction

ServiceNow is targeting a 50% reduction in time-to-implement for customers, accelerating the transition from initial sales conversations to autonomous deployment.

Industry-specific agentic applications

Claude is being used to develop agentic applications for specialized sectors, specifically healthcare and life sciences. In these fields, Claude supports tasks such as research analysis and claims authorization. According to Anthropic, Claude Opus 4.5 leads major medical benchmarks and life sciences evaluations. In practice, this could reduce claims authorization timelines from days to hours while lowering costs.

Internal productivity gains at ServiceNow

ServiceNow is deploying Claude and Claude Code across its global workforce of over 29,000 employees to streamline internal operations.

Sales preparation

Sellers use a Claude-powered coaching tool integrated with real-time enterprise data and web search to synthesize prospect and account information. Testing indicates this tool has reduced seller preparation time by up to 95%.

Engineering productivity

ServiceNow has rolled out Claude Code, an AI coding assistant, to its engineers and developers. The tool is used to write and review code, debug issues, and automate repetitive tasks, thereby reducing the time between the conceptualization of an idea and its implementation.

Availability

Claude is currently available as the default model for the Build Agent and as a preferred model across the ServiceNow AI Platform, providing access to tens of thousands of enterprise customers and ServiceNow's internal workforce.