IT Service Management (ITSM) has evolved from a processdriven discipline into a dynamic, intelligence-driven ecosystem. This chapter explores how ServiceNow integrates artificial intelligence (AI) to transform ITSM into a proactive, value-driven function. It traces the platform’s journey through key AIfocused acquisitions and partnerships, highlighting capabilities such as Virtual Agent, Predictive Intelligence, Generative AI, Now Assist, Agentic AI, and Large Language Models (LLMs). By combining machine learning, automation, and contextual intelligence, ServiceNow enables organizations to optimize workflows, enhance self-service, and deliver faster, smarter, and more personalised services. Practical insights, real-world examples, and performance metrics demonstrate how these innovations help IT teams shift from reactive operations to strategic business enablers, setting the stage for the future of autonomous IT operations.