AWS And ServiceNow Team Up To Tame Runaway AI Agents
‘If you’re just doing ServiceNow, it’s nothing bad, but you’re constrained in a corner. But now, with AWS, which is so pervasive, we have begun conversations in some business mission-critical things,’ says Sunne Kumaar, chief revenue officer at inMorphis, a ServiceNow channel partner.
ServiceNow has expanded its reach into the Amazon Web Services ecosystem with an agreement to build a governance architecture for customers who work with ServiceNow AI Control Tower and Amazon Bedrock AgentCore.
Under the agreement, the two companies have integrated AI agents to handle security, IT operations, and other services, and are working together via AWS’ Kiro agentic development environment to help developers improve their performance.
AWS and ServiceNow feel this is a really good opportunity for the two companies to work together, Chris Grusz, Amazon’s managing director of technology partnerships. .
“Agentic solutions are exploding,” Grusz, who spoke to CRN last month just before leaving Amazon for a new job at OpenAI. “It’s the most popular category on AWS Marketplace right now. This is really hitting the needs of our customers in terms of what they’re looking for today. They’re looking for agentic solutions. They’re looking at how to build these solutions and how to manage and govern them. Putting AWS together with ServiceNow is a great combination to do that.”
Under the expanded partnership, ServiceNow integrated its AI Control Tower offering with Amazon Bedrock AgentCore. Amazon Bedrock AgentCore provides all the components needed to develop new agents, including memory allocation, identity, and all the runtime components.
Prior to this new relationship, if a customer wanted to use ServiceNow AI Control Tower with AWS, they would have to manually wire that up themselves as the baseline integrations were not yet in place, Grusz told CRN.
The new partnership comes at a time when ServiceNow has surpassed $1 billion in sales through AWS Marketplace.
Sunne Kumaar, chief revenue officer at inMorphis, a Noida, India and Reston, Va.-based ServiceNow channel partner that in 2024 received investment from the vendor, has had experience with AWS for years in his work both at ServiceNow and in the channel.
The expanded relationship between ServiceNow and AWS will help channel partners significantly expand their ServiceNow capabilities, Kumaar told CRN.
“Before this integration, our domain was really constrained, although it’s still a very large playing field,” he said. “But suffice it to say our sandbox was a ServiceNow area. Customers are building stuff on AgentCore, while we are building things on AI Control Tower, but without a governance model, everything’s running amok. We’re now in a very good position to say, ‘Listen, you can build all you stuff on AgentCore, that’s not our forte, we don’t want to do stuff there, you know what to do. But putting some guardrails, some harnesses, and registering everything in AI Control Tower so everything works seamlessly, is where the ServiceNow value proposition is.’”
All of a sudden, partners like inMorphis have become much more valuable for customers, Kumaar said.
“Now we’re not just talking ServiceNow,” he said. “Some of our customers have built 50 to 60 agents on AgentCore, but they’re all now being registered in AI Control Tower with ServiceNow. This gives them the ServiceNow guardrails and logic. And it gives a seat at a higher-level table than before. So we’re actually pretty excited about it.”
It’s an exciting move, Kumaar said.
“If you’re just doing ServiceNow, it’s nothing bad, but you’re constrained in a corner,” he said. “But now, with AWS, which is so pervasive, we have begun conversations in some business mission-critical things.”