ServiceNow Expands AI Agent Controls as Manager Workloads Surge and Security Risks Mount

ServiceNow expands its AI control tower with behavior monitoring and ROI tracking as managers face surging workloads from overseeing autonomous AI agents, while experts warn that unmonitored token usage and data leakage risks are creating serious financial and security threats for unprepared organizations.

• ServiceNow is expanding its AI agent capabilities with updates to its AI control tower, adding behavior monitoring, ROI tracking, and new AI specialists that autonomously handle IT, CRM, and security workflows.
• Managers are facing significantly heavier workloads as they must now train, monitor, and quality-check AI agents on top of their existing responsibilities, as seen with the City of Raleigh's help desk supervisor experiencing a workload spike after deploying an AI support agent.
• The growing use of AI agents is raising serious financial and security concerns, with experts warning that unmonitored token usage could drive up costs and increase data leakage risks, leaving unprepared managers to deal with the fallout.