Agentic workflows
Multiple AI agents working together on a goal, such as triaging an incident, fulfilling a request or resolving a case, coordinated by the platform.
SERVICES / ENTERPRISE SOFTWARE
Evaluate ServiceNow AI agents on the work they resolve.
Independent testing and evaluation for AI agents built with ServiceNow AI Agent Studio: task completeness, tool choice and the records your agentic workflows change.
Common ServiceNow agent patterns
Agents with tools
Agents that act through flows, subflows, scripts and knowledge search. The tool layer is where incomplete or incorrect work usually starts.
Built in AI Agent Studio
Agents configured from instructions and templates, with versions that change as teams tune them. Each change needs a fair before-and-after test.
Quality issues we look for
Wrong agent or tool
In multi-agent workflows, the task goes to the wrong agent, or the right agent picks the wrong tool or supplies incorrect inputs.
The wrong record updated
An update lands on the wrong incident, request or case, or the agent reports the task resolved when only part of it happened.
Answers beyond the knowledge base
Responses that drift from approved knowledge articles, rely on outdated content or invent steps your process doesn't include.
What we assess
Task completeness
Whether each workflow reaches the intended outcome, verified against the resulting records in a sub-production instance.
Tool choice and tool calls
Whether agents select the right tools, in the right order, with correct inputs, and handle tool errors without inventing results.
Version comparisons
Instruction, model or workflow changes compared on the same reviewed dataset, so improvements and regressions are both visible.
Working with native ServiceNow evaluation
Native agent evaluations
Where they fit, we use ServiceNow's automated evaluations for agentic AI, which score task completeness and tool use with AI judges, supplied with datasets and thresholds agreed with you.
Datasets from real executions
We help build evaluation datasets from approved execution logs and manual tests, with expected outcomes reviewed by your process owners.
Calibrated against your experts
Native ratings are compared with reviewer labels before they inform a deployment decision. Disagreements are documented and resolved.
Related services
Evaluation Assessment
A baseline for one ServiceNow agent or workflow, with prioritized findings and a release recommendation.
Explore serviceHallucination Testing
Measure how often your ServiceNow agent invents facts, policies or actions, and which fixes reduce it.
Explore serviceManaged Evaluations
Recurring tests as your ServiceNow agent, prompts, models and data change, with a monthly quality report.
Explore servicePlan the engagement
Your inputs
A sub-production instance with representative data, agreed roles and access, version details, process rules, example requests and a process owner who can review results.
Your deliverables
An agreed benchmark, prioritized findings with reproducible cases, reusable evaluation datasets and recommendations for the next iteration.
Support after handover
We can retest fixes, extend coverage to new ServiceNow workflows or move to recurring Managed Evaluations as your agent changes. Platform usage and licenses stay in your account.
Make your next decision with evidence.
Start with one workflow, clear success criteria, and an evaluation plan your team can use.