We recently expanded our partnership with ServiceNow, building on years of collaboration to accelerate the path to universal agentic orchestration, where autonomous agents power always-on business. Tucked within that announcement was another milestone I’ve grown especially excited about: our co-built Unified Experience solution is now available for ServiceNow ITSM. Now, IT teams can deliver seamless support across channels while turning every interaction into insights that help optimize routing, staffing, productivity and costs. 

The day of the announcement in September, I presented the Genesys–ServiceNow breakout session at Xperience 2025. Though I spent only one slide on Unified Experience for ServiceNow ITSM, it sparked the most questions — and several IT leaders followed up afterward. Their interest underscored how critical this is for IT teams under pressure to improve efficiency, automate workflows and manage expanding tech stacks. 

To dig deeper, I sat down with Brian Spencer, Senior Director of Product Management at Genesys, and Keka Ichinose, Principal Product Manager at ServiceNow. The conversation that follows, while initially only planned as internal research, quickly revealed insights too valuable not to share. They explain why this new compatibility matters, how it will help IT teams balance automation with empathy and what it means for the future of IT service delivery.*  

Whether you’re currently evaluating how best to deliver IT service or looking to maximize the value of your existing investments, their perspectives offer a clear view into how Unified Experience for ITSM helps organizations work smarter, stay resilient and deliver IT service that’s both efficient and human.

To start, a quick level set on ITSM. Keka, how would you describe what ITSM is and the core business processes it supports today? And what big trends are reshaping the ITSM space right now? 

Keka Ichinose: At its core, IT Service Management, or ITSM, is the playbook for how IT teams deliver and support services across an organization. It standardizes processes like incident management — fixing issues when something breaks, service requests — getting employees what they need such as a new laptop or app and change management — rolling out updates in a controlled way. The goal is consistency, speed and reliability so the business keeps moving. 

But IT help desks are under constant pressure to automate, stay lean and move fast — often while being stretched thin. That’s where the big trends in ITSM come in. AI and automation are helping to eliminate repetitive tasks and even predicting or resolving issues before they escalate. Agentic assistance — intelligent AI agents that can understand intent and take action across systems — is emerging to handle more complex workflows. And unified experiences are breaking down silos, giving employees a seamless, one-stop way to get support. 

And that’s why I’m so excited about our partnership and integration with Genesys now available in ServiceNow ITSM. It helps bring these trends to life in a way that makes work easier for IT teams and improves the experience for employees. 

Let’s talk about the people side of IT service. How do you both see Unified Experience from Genesys and ServiceNow helping these teams not just keep up, but actually improve service delivery and team morale? 

Brian Spencer: Being an IT professional can sometimes feel frustrating and thankless. You’re juggling multiple tools, trying to stay on top of technologies, processes and procedures, while also troubleshooting ambiguous problems for people who may not fully understand the technology. And to make matters worse, the very tools meant to help can often be a source of frustration. 

That’s where Unified Experience comes in. It gives IT teams a single place to manage their schedules, track performance, build skills and access the knowledge they need. It also provides a unified desktop for handling all types of work — incidents from ITSM, voice conversations, internal customer chats and more. 

With Now Assist and Genesys Cloud™ Agent Copilot, IT staff get the right information surfaced at the right time, so they can resolve issues faster without endless searching. Busywork like entering wrap-up codes and notes gets automated. These tools empower IT pros to do their jobs with excellence, boost morale, and actually give them a chance to delight their internal customers. 

 

“IT professionals have automation handling the busywork, context at their fingertips and AI surfacing exactly what they need — freeing them to focus on the human connection when it matters most.”

– Brian Spencer, Senior Director of Product Management at Genesys

We can’t have this conversation without touching on AI. What’s one AI capability from ServiceNow and Genesys, respectively, that really stands out to you? Something that, when brought into the Unified Experience solution, can make a meaningful difference for customers? 

Spencer: I’m especially impressed with ServiceNow’s Now Assist. It can fully automate chat conversations, serve IT customers with knowledge articles and handle routine workflows like password resets — all of which takes a big load off IT professionals. 

But the real breakthrough comes when it’s delivered to the desktop. Now Assist can understand a customer’s intent and trigger the right end-to-end workflow — whether that’s provisioning a new account, managing user access or running a back-office process.  

This lets IT staff focus on understanding the client’s true need and building that human connection, while the platform automates the heavy lifting behind the scenes. 

Ichinose: One AI capability from Genesys that really stands out is Speech and Text Analytics. It automatically listens to and analyzes every interaction — spotting trends, detecting sentiment, and surfacing key topics across calls and chats. 

When brought into the Unified Experience, this means help desk supervisors don’t have to rely on spot-checks or gut feel.

They get real-time insight into how interactions are going, which agents might need coaching or additional training, and what broader issues may be emerging — like a software upgrade or device causing repeated problems that need proactive attention. 

Let’s wrap this up. In your view, what makes this Genesys and ServiceNow partnership and co-built Unified Experience solution truly unique? What does it deliver for customers that no other CCaaS and ITSM integration can? 

Spencer: What makes Unified Experience unique is that it combines the best of both worlds: Genesys AI-Powered Experience Orchestration and AI-powered workflow automation from ServiceNow. 

Genesys brings the ability to personalize every interaction — knowing who the employee is, what they need and how best to serve them. ServiceNow brings AI that understands intent, surfaces the right knowledge and automates back-end processes like provisioning, patching, or password resets. 

The real impact is how these capabilities come together in a unified desktop. IT professionals have automation handling the busywork, context at their fingertips, and AI surfacing exactly what they need — freeing them to focus on the human connection when it matters most. And when you layer in workforce engagement management — accurate forecasting, smart scheduling, coaching and even gamification — you get an end-to-end solution that we believe no other CCaaS and ITSM integration can match.

 

“Agentic AI is only as powerful as the ecosystem it operates in. Together, Genesys and ServiceNow are setting a new standard for how enterprises automate at scale.”

– Keka Ichinose, Principal Product Manager at ServiceNow

Unify Teams and Work Across Departments

Delivering IT service that’s both efficient and human is no longer optional; it’s essential for organizations under pressure to do more with less. To meet that standard, IT and customer service must converge — unifying data, workflows and channels so context flows seamlessly from help desk to front line. 

With Unified Experience from Genesys and ServiceNow, organizations gain a co-developed solution from two industry leaders that unites people, data, workflows and AI across departments. By breaking down silos and surfacing the right resources at the right time, customer and IT service teams can resolve issues faster, improve employee morale and deliver more connected support — both internally and externally. 

* Responses have been edited for clarification.