ServiceNow AI maven on AI agent evolution

IT Ops Query

Enterprise service management platform vendor ServiceNow has been one of the most assertive in the industry in developing its AI agent products over the past 14 months. Our guest, Dorit Zilbershot, has been with ServiceNow for six years, serving in various product management leadership roles focused on AI. In this interview, she shares recent ServiceNow AI model development news with Nvidia, how enterprise AI agent adoption has developed in 2025, and how IT organizations can get past the 'trough of disillusionment' with agents.

Featuring: Dorit Zilbershot, Group Vice President of AI Experiences & Innovation, ServiceNow

In today’s episode, we’ll cover…

• ServiceNow and Nvidia's Apriel 2.0
• Which IT discipline has led AI adoption this year
• The connection between AI project failures and governance

and more!

References:

• ServiceNow shops share AI copilot results, prep for agents
• ServiceNow expands AI governance, emphasizes ROI
• ServiceNow makes the case to users for AI management
• How AI governance manages risk at scale for enterprises

To learn more about software development and platform engineering, check out Search IT Operations.

To watch clips from our podcast, subscribe to our YouTube channel, @EyeOnTech.