#moveworks

ServiceNow’s Acquisition of Moveworks: Transforming Enterprise AI and Workflow Automation

In 2025, ServiceNow made a bold strategic move by acquiring Moveworks for approximately $2.85 billion, marking one of the largest acquisitions in its history. This deal reflects ServiceNow’s aggressive push into artificial intelligence (AI) and its ambition to redefine how work is executed across modern enterprises. Completed in December 2025, the acquisition combines ServiceNow’s powerful workflow automation platform with Moveworks’ advanced conversational AI capabilities, setting the stage for a new era of “agentic AI” in the workplace.

Strategic Rationale Behind the Acquisition

ServiceNow has long been recognized as a leader in digital workflows, helping organizations streamline IT, HR, customer service, and operations. However, as AI adoption accelerates, enterprises are demanding more intuitive and intelligent interfaces that can simplify complex processes. This is where Moveworks plays a crucial role.

Moveworks specializes in AI-powered enterprise assistants that use natural language processing (NLP), machine learning, and automation to resolve employee requests instantly. By integrating Moveworks’ conversational AI with ServiceNow’s backend automation engine, the combined platform aims to deliver seamless, end-to-end workflow execution.

The acquisition bridges a critical gap in ServiceNow’s ecosystem—enhancing the front-end user experience. While ServiceNow excels in orchestrating workflows, Moveworks adds a user-friendly interface that allows employees to interact with systems through simple conversations, effectively turning requests into actions.

Key Capabilities and Synergies

The integration of Moveworks into ServiceNow brings together several complementary technologies:

Conversational AI Assistant: Moveworks enables employees to interact with enterprise systems using natural language, reducing dependency on traditional portals and forms.

Enterprise Search: The platform provides intelligent search capabilities across multiple systems, helping users find information quickly.

Reasoning Engine: Moveworks’ AI can understand context and intent, enabling more accurate responses and automated decision-making.

Workflow Automation: ServiceNow’s core strength lies in automating complex business processes across departments.

Together, these capabilities create what ServiceNow describes as an “AI-native front door” for enterprise operations. Employees can simply ask for help, and the system can resolve issues, trigger workflows, and deliver results autonomously.

Impact on Enterprise Productivity

One of the most significant outcomes of this acquisition is the potential to dramatically improve productivity. ServiceNow already uses AI to resolve a large percentage of IT and customer service requests autonomously. With Moveworks’ conversational interface, these capabilities become more accessible to employees across the organization.

The combined platform enables:

Faster issue resolution

Reduced manual intervention

Improved employee experience

Increased operational efficiency

By transforming conversations into completed tasks, the platform eliminates friction in day-to-day work. This aligns with the broader trend of “hyperautomation,” where AI and automation work together to streamline business processes.

Market Position and Competitive Advantage

The acquisition strengthens ServiceNow’s position in the rapidly evolving AI-driven enterprise software market. Competitors such as Salesforce, Microsoft, and Oracle are also investing heavily in AI capabilities, particularly in generative AI and autonomous agents.

By integrating Moveworks, ServiceNow gains a competitive edge in several areas:

Employee Experience: A more intuitive and conversational interface

AI Adoption: Easier deployment and usage across the enterprise

Mid-Market Expansion: Moveworks’ accessibility helps ServiceNow reach smaller organizations

Cross-Platform Integration: Moveworks integrates with over 100 enterprise tools, enhancing interoperability

Additionally, the companies already shared around 250 mutual customers prior to the acquisition, providing a strong foundation for integration and growth.

Challenges and Considerations

Despite its potential, the acquisition also presents challenges. Integrating two complex platforms requires careful planning, particularly in areas such as data management, system compatibility, and user adoption.

Organizations adopting the combined solution must address:

Data quality and governance

Integration with legacy systems

Change management and employee training

Security and compliance concerns

As AI systems gain more autonomy, ensuring responsible and secure usage becomes increasingly important. Enterprises must establish clear governance frameworks to manage AI-driven workflows effectively.

Future Outlook

The acquisition of Moveworks is a key milestone in ServiceNow’s journey toward becoming a comprehensive AI platform for business transformation. By combining conversational AI with workflow automation, ServiceNow is positioning itself as a leader in the emerging “agentic AI” space—where AI agents can independently perform tasks and make decisions.

Looking ahead, the integration is expected to expand into areas such as customer relationship management (CRM), enterprise resource planning (ERP), and broader business operations. It also aligns with ServiceNow’s broader strategy of embedding AI across all its products and services.

Moreover, the acquisition contributes to ServiceNow’s long-term growth strategy, enhancing its ability to deliver value to customers while staying competitive in an AI-driven market. As organizations continue to embrace digital transformation, the demand for intelligent, automated solutions will only increase.

Conclusion

ServiceNow’s acquisition of Moveworks represents a transformative step in the evolution of enterprise technology. By merging powerful workflow automation with intuitive conversational AI, the company is redefining how work gets done.

The combined platform not only improves efficiency and productivity but also creates a more engaging and user-friendly experience for employees. While challenges remain, the strategic benefits far outweigh the risks, making this acquisition a pivotal moment in ServiceNow’s AI journey.

ServiceNow’s Acquisition of Moveworks

The acquisition of Moveworks by ServiceNow marks a significant milestone in the evolution of enterprise artificial intelligence. Announced in March 2025 and completed later that year, the deal—valued at approximately $2.85 billion—reflects ServiceNow’s strong commitment to expanding its AI-driven capabilities and leading the next generation of intelligent workflow automation.

Background of the Acquisition

ServiceNow has long been recognized as a leader in digital workflow automation, helping organizations streamline IT service management, HR processes, customer service, and operations. However, with the rapid rise of artificial intelligence—especially generative and agentic AI—the company has been actively investing in advanced technologies to stay ahead in the competitive enterprise software market.

Moveworks, on the other hand, is a fast-growing AI company known for its conversational AI platform and enterprise search capabilities. Its technology enables employees to interact with systems using natural language, automate tasks, and resolve issues quickly. The company has built a reputation for delivering “AI that gets work done,” making it an ideal strategic fit for ServiceNow’s vision.

The acquisition was not just about expanding product offerings but about combining strengths to create a unified AI-powered platform for enterprise operations.

Strategic Importance of the Deal

The acquisition of Moveworks is considered one of the most strategic moves by ServiceNow in recent years. It aims to address key gaps in ServiceNow’s AI ecosystem, particularly in areas such as conversational AI, enterprise search, and front-end user experience.

By integrating Moveworks’ capabilities, ServiceNow can enhance how users interact with its platform. Instead of navigating complex systems, employees can simply ask questions or request services through natural language, and the AI system will handle the rest.

This aligns with ServiceNow’s broader goal of building an “AI control tower”—a centralized platform that connects workflows, data, and AI models across the enterprise.

Key Technologies Brought by Moveworks

Moveworks brings several advanced technologies that significantly enhance ServiceNow’s platform:

Conversational AI: Enables natural language interactions between users and systems

Enterprise Search: Allows employees to quickly find information across multiple systems

Agentic Reasoning Engine: Supports autonomous decision-making and task execution

AI Assistants: Automate support tasks in IT, HR, finance, and other departments

These capabilities transform traditional workflows into intelligent, self-operating systems. The combination of ServiceNow’s workflow engine with Moveworks’ AI assistant creates a seamless experience where conversations can directly trigger actions and complete tasks.

Enhancing Agentic AI Capabilities

One of the most important aspects of this acquisition is its role in advancing agentic AI. Agentic AI refers to systems that can independently analyze situations, make decisions, and execute tasks without constant human intervention.

By combining ServiceNow’s workflow automation with Moveworks’ reasoning engine, the platform can move beyond simple automation to autonomous operations. For example, an AI agent can receive a request, analyze the context, retrieve relevant data, and complete the task—all without human input.

This shift represents a major evolution in enterprise technology, where AI is no longer just a support tool but an active participant in business processes.

Impact on Enterprise Workflows

The integration of Moveworks into ServiceNow enables organizations to transform how work gets done. The combined platform creates what many describe as an “AI-native front door for work,” where employees interact with systems through simple conversations instead of complex interfaces.

This has several practical benefits:

Faster task completion: Employees can resolve issues instantly through AI assistants

Improved productivity: Reduced reliance on manual processes and service desks

Enhanced user experience: Intuitive and conversational interactions

Cross-system integration: Seamless workflows across multiple enterprise tools

For instance, an employee can request software access, check HR policies, or resolve IT issues through a single AI interface, significantly improving efficiency and reducing delays.

Competitive Positioning

The acquisition also strengthens ServiceNow’s competitive position in the enterprise software market. As companies like Salesforce, Microsoft, and Oracle invest heavily in AI, ServiceNow’s integration of Moveworks gives it a unique advantage in workflow-centric AI automation.

Unlike standalone AI tools, ServiceNow embeds AI directly into business processes. With Moveworks, the company adds a powerful front-end layer that enhances user interaction and expands its reach into customer service, CRM, and employee experience domains.

This positions ServiceNow as a leader in end-to-end intelligent automation, combining backend workflows with frontend AI experiences.

Post-Acquisition Developments

Following the completion of the acquisition in December 2025, ServiceNow quickly began integrating Moveworks’ capabilities into its platform. One notable development is the introduction of new solutions that combine conversational AI, enterprise search, and autonomous workflows into a unified experience.

These innovations demonstrate how rapidly ServiceNow is leveraging the acquisition to deliver value to customers. The integration also highlights the company’s focus on making AI accessible and practical for everyday business use.

Challenges and Considerations

While the acquisition offers significant benefits, it also comes with challenges. Integrating two complex platforms requires careful planning to ensure compatibility, performance, and user adoption.

Additionally, the high cost of the acquisition raised concerns among some analysts. However, many experts believe that the long-term benefits—especially in terms of AI innovation and market leadership—outweigh the initial investment.

Another challenge is ensuring responsible AI usage, including data privacy, security, and governance. As AI systems become more autonomous, organizations must implement strong controls to maintain trust and compliance.

Future Outlook

The acquisition of Moveworks is a clear indication of ServiceNow’s long-term vision for AI-driven enterprise operations. By combining workflow automation with advanced AI capabilities, the company is building a platform where work can be executed intelligently and autonomously.

In the future, we can expect further advancements in:

AI-driven decision-making

Autonomous workflows

Predictive analytics

Cross-platform integrations

As more organizations adopt AI technologies, ServiceNow’s integrated platform is likely to play a crucial role in shaping the future of digital transformation.

Conclusion

ServiceNow’s acquisition of Moveworks is more than just a business deal—it is a strategic move that redefines how enterprises use artificial intelligence. By integrating conversational AI, enterprise search, and agentic capabilities into its workflow platform, ServiceNow is creating a new standard for intelligent automation.

ServiceNow’s acquisition of enterprise AI startup Moveworks is reportedly drawing regulatory scrutiny. The acquisition is at the moment beneath assessment for antitrust by the U.S. Justice Division, in response to Bloomberg, which cited sources conversant in the matter. The probe started in June, Bloomberg reported, and each firms have since acquired a “second request” calling for added data that…