Krux
February 28, 2026
ServiceNow's AI Specialists Now Handle IT Help Desk Jobs
Published: February 28, 2026 at 3:41 PM
Updated: February 28, 2026 at 3:41 PM
100-word summary
ServiceNow just launched AI workers that can autonomously run your IT help desk around the clock. The first "AI Specialist" handles password resets, access requests, and network troubleshooting without human intervention, combining AI reasoning with traditional workflow rules to keep every action traceable. You can bark requests in Slack or Teams, and the system coordinates across multiple tools to get it done. It's available now in limited release, with full rollout expected by mid-2026. The twist: ServiceNow acquired Moveworks to make this happen, but you can still buy Moveworks separately if you don't want the whole package. Your Level 1 help desk team just got very nervous.
What happened
ServiceNow just launched AI workers that can autonomously run your IT help desk around the clock. The first "AI Specialist" handles password resets, access requests, and network troubleshooting without human intervention, combining AI reasoning with traditional workflow rules to keep every action traceable. You can bark requests in Slack or Teams, and the system coordinates across multiple tools to get it done. It's available now in limited release, with full rollout expected by mid-2026. The twist: ServiceNow acquired Moveworks to make this happen, but you can still buy Moveworks separately if you don't want the whole package.
Why it matters
Your Level 1 help desk team just got very nervous.