ServiceNow and AWS Join Forces on Enterprise AI Integration

ServiceNow and Amazon Web Services (AWS) have announced an expansion of their technology partnership focused on enterprise AI integration, reflecting growing demand from large organisations for AI solutions that can be implemented within existing technology infrastructure.

The collaboration centres on a new connector that enables enterprises to use multimodal AI models from Amazon Bedrock – AWS's managed service that provides access to foundation models through an API – within ServiceNow's Now Platform.

ServiceNow and AWS expand integration portfolio

The connector maintains data privacy through both companies' existing security frameworks whilst allowing customers to select specific third-party models for different workflow requirements such as text summarisation, analytics processing, and software code generation.

Paul Fipps, President of Strategic Accounts at ServiceNow, says: “Our partnership with AWS is accelerating business transformation for our joint customers. More than ever before, organisations demand integrated, end-to-end solutions that enhance user experiences and optimise technology investments.”

The expansion includes new offerings on AWS Marketplace, a digital catalogue where enterprises can purchase and deploy cloud software. A security integration enables automated incident creation in ServiceNow's SecOps platform based on findings from AWS Security Hub, a security monitoring service.

The companies have also integrated Amazon Business procurement capabilities with ServiceNow's procurement operations system. This integration provides visibility into approved suppliers, purchase requests, price changes, order confirmation, and shipping notifications. The system implements governance and procurement policies for Now Platform users.

Enterprise customers report early benefits from integration

Several multinational enterprises report benefits from the existing ServiceNow-AWS partnership. Bell Canada, a telecommunications provider, has integrated the platforms into its enterprise services strategy.

“ServiceNow has become a cornerstone of Bell Canada's enterprise services strategy to streamline and enhance end-to-end processes,” says John Watson, President of Bell Business Markets, AI and FX Innovation. “By harnessing the Now Platform's advanced automation and AI capabilities powered by AWS, we are driving operational excellence and delivering even greater value to our customers.”

Software integration company Boomi has implemented the joint offering to enhance its AI capabilities. Ed Macosky, Chief Product and Technology Officer at Boomi, says: “Leveraging the ServiceNow for AWS offering directly supports our mission to accelerate business outcomes. This collaboration enables us to harness the full power of AI, streamline our workflows, and enhance digital experiences across our organisation.”

ServiceNow expands geographic reach through AWS partnership

The geographic expansion of the partnership will extend to Canada and Europe in 2025, targeting sectors including telecommunications, technology, financial services, education and retail. The move reflects increasing demand for integrated AI solutions in these markets.

The new Security Incident Response integration with AWS Security Hub automates the creation of security incidents in SecOps on the Now Platform. The system updates resolved incidents and findings in AWS Security Hub, reducing response and remediation time.

Chris Grusz, Managing Director of Technology Partnerships at AWS, says: “We are committed to empowering our customers with the industry's best tools and resources by leveraging AWS Marketplace to build, deploy and scale Gen AI. Working with ServiceNow, we're helping our enterprise customers accelerate Gen AI deployments and get the most value out of their cloud investments.”

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