ServiceNow has officially confirmed its acquisition of Moveworks.
The move ends months of speculation about whether the deal would survive regulatory scrutiny, providing the company with a major new pillar in its bid to redefine how enterprises automate work.
The takeover bolsters the vendor’s AI-native platform with Moveworks’ front-end assistant, enterprise search technology, and its agentic Reasoning Engine.
Together, the companies say they will create “an AI-native front door that turns conversations into completed work,” offering autonomous resolution and workflow execution across the organization.
Amit Zavery, President, COO, and CPO at ServiceNow, was full of enthusiasm for the integration, stating:
“Moveworks accelerates ServiceNow’s vision to put AI to work for people across every corner of every business.
“Moveworks’ AI Assistant plus ServiceNow’s agentic platform will create an AI-native front door that turns conversations into completed work, allowing customers to resolve issues autonomously, trigger intelligent workflows, and get results – securely, responsibly, and at scale.”
Moveworks CEO Bhavin Shah echoed that sentiment, highlighting how the combined engineering teams – now several hundred AI specialists stronger – will scale autonomous work across the enterprise:
“By joining ServiceNow, we can now scale this agentic strategy for any organization… Together, we’ll deliver secure, fast, end-to-end resolution for employees everywhere.”
A Deal Months in the Making… and Nearly Derailed
The acquisition was first announced in March of this year for roughly $2.8-$2.85BN, marking the largest in ServiceNow’s history and one that executives immediately tied to the company’s front-office expansion and CRM ambitions.
Yet, by July, the deal appeared to wobble. Bloomberg reporting suggested that U.S. antitrust officials had escalated their review, issuing a “second request” for detailed information from both ServiceNow and Moveworks.
At the time, analysts questioned whether a deeper investigation might jeopardize ServiceNow’s broader CRM strategy, which hinges on connecting front-office engagement with back-office fulfillment through a single agentic AI layer.
However, days after the reports, CFO Gina Mastantuono reassured investors that the company wasn’t losing sleep over the regulatory process.
“We’re not worried about Moveworks closing. It is, from our perspective, a timing issue,” she said during an earnings call.
The deal’s closure today validates that stance, removing the most meaningful obstacle in ServiceNow’s M&A-heavy year.
The Strategic Prize: An AI Front Door for Every Employee
ServiceNow and Moveworks already share around 250 customers, with Moveworks deployed to 5.5 million employees worldwide.
Nearly 90% of those customers have rolled out Moveworks across their entire workforce – evidence that its assistant has become a trusted first point of contact for employee requests.
For ServiceNow, that reach is not merely additive. It fills one of the few remaining gaps in its agentic AI stack: a natural, intuitive entry point for employees to ask questions, search, and take action – all without navigating forms or portals.
The scale of ServiceNow’s own internal AI deployment underscores what the combined platform is aiming for.
As CEO Bill McDermott recently told analysts, the company now runs 450,000 internal AI agents, with over 80% of support tasks handled autonomously.
“Agentic is real,” he said.
Moveworks deepens that foundation with its reasoning capabilities and broad system integrations, giving ServiceNow a compelling front-end experience that ties into its workflow engine.
As outlined in ServiceNow’s official press release, this pairing allows every request – from HR to IT to customer service – to automatically route to the right data, the right AI agent, or the right workflow.
Implications for ServiceNow’s CRM Push
When ServiceNow revealed its CRM platform earlier this year, many observers questioned whether it could meaningfully challenge incumbents, despite McDermott’s strong declaration that ServiceNow intended “to be the market leader” in CRM.
Moveworks is critical to that ambition. Its assistant, powered by ServiceNow’s workflow intelligence, infuses front-office processes with real operational context – from order systems to support history.
It is the connective fabric that allows ServiceNow to position CRM not as a standalone application layer, but as an extension of end-to-end enterprise orchestration.
And McDermott is betting big on a shift toward autonomous experiences. “Agentic AI represents a seismic shift that could render traditional CRM obsolete,” he warned in July.
“The future isn’t a CRM screen; it’s omnipresent AI agents embedded in everyday tools.”
With Moveworks now formally inside the tent, that vision looks far more executable.
What Comes Next
The integration of Moveworks’ team of AI experts is now expected to accelerate ServiceNow’s AI roadmap.
Following the acquisition, ServiceNow’s platform is likely to lean on a unified architecture combining:
- ServiceNow’s workflow and governance engine
- Moveworks’ conversational interface
- Enterprise search and reasoning capabilities
- A growing ecosystem of AI agents
This unified stack is positioned not just to automate tasks, but to drive autonomous fulfillment across IT, HR, sales, service, and operations.
With regulators now satisfied and the acquisition officially closed, ServiceNow removes a significant roadblock in its 2025 strategy – one marked by a rapid succession of AI-focused rollups, from CueIn and Logik.ai to Quality360° and data.world.
The latest announcement confirms that Moveworks was the capstone. It gives ServiceNow not only a stronger AI platform, but a stronger positioning in a CRM market it plans to disrupt through a model built on agents, not screens.
And if McDermott’s predictions hold, this might be the acquisition that helps ServiceNow define what enterprise software looks like in the next decade.
