International Journal of Science, Engineering and TechnologyAuthors: Shrihari Bhagat, Vaishnavi Bedge, Prof. Ravindra ingle
Abstract: This paper examines how agentic AI, which includes autonomous, goal-directed AI agents, can work with ServiceNow’s hyper-automation features to provide complete autonomous process execution across enterprise service areas like ITSM, HR, Security, and CSM. We define hyper-automation and agentic AI, review relevant literature and vendor capabilities, suggest an architectural pattern for agentic hyper-automation on the Now Platform, and outline an implementation roadmap using ServiceNow features, such as AI Agent Studio, Flow Designer, Integration Hub, Agent Assist, and Predictive Intelligence. We also discuss evaluation metrics, risks, governance, and ethics, and offer practical recommendations for adoption. Key findings include that ServiceNow already provides agentic-style AI agents and low-code automation tools that can work together to automate multi-step processes. However, achieving maturity, validating ROI, and establishing operational guidelines are essential for success.
