In this interview from Knowledge25, Cloud Wars analyst Tom Smith chats with Katharine Kennedy, Global Head and GM, Adobe and ServiceNow, Microsoft, about how Microsoft and ServiceNow are partnering to power the next wave of enterprise AI — focusing on data integration, agent-to-agent automation, and industry-specific innovation across the ecosystem.
Highlights
Microsoft ServiceNow Partnership Overview (00:20)
Kennedy manages Microsoft’s ServiceNow and Adobe Business Units, which includes overseeing the build, go-to-market strategy, and revenue for the ServiceNow and Adobe business units within Microsoft. She mentions her dual role of managing both customer-facing and internal Microsoft IT use of ServiceNow.
Microsoft and ServiceNow’s AI Agent Innovations (02:21)
Kennedy discusses the market-leading innovation in autonomous agent-to-agent communication. Data quality is a must for effective agent-to-agent communication. The integration of workflow, Data Fabric, and Microsoft Fabric is a key development. Kennedy mentions the evolution of Copilot and Now Assist features that were originally announced at Knowledge24.
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Data Fabric Integration and Customer Benefits (03:29)
The integration of ServiceNow Data Fabric with Microsoft Fabric enables autonomous agents to leverage both first-party and third-party data. This unlocks new potential for productivity, efficiency, and cost savings. Kennedy shares how, in a customer service management (CSM) scenario, Microsoft and ServiceNow agents work together to streamline support and deliver a better experience.
Industry-Specific Use Cases and Future Integrations (06:16)
Kennedy discusses industry-specific use cases across healthcare, finance, and other sectors. She mentions the early stages of discovering new use cases and the importance of customer collaboration. The conversation turns to the potential integration of Microsoft’s Copilot control system with ServiceNow’s AI Control Tower, and Kennedy confirms that future integration opportunities are actively being explored.
Future Goals and Industry Expectations (07:23)
What are the additional goals for 2025 in the ServiceNow and Microsoft relationship? Kennedy discusses the industry’s focus on AI and its role in driving productivity, efficiency, and cost savings. She points to strategic technology partnerships as a key factor in reaching these goals. Kennedy concludes by noting the continued innovation and strong collaboration across the broader ecosystem.
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