Leidos is expanding its use of the ServiceNow AI Platform to enhance employee experiences and operations with agentic AI.
The effort plans to deploy autonomous, AI-driven workflows that can reduce costs, improve employee satisfaction, scale IT self-service and centralize governance of AI agents. The platform is being implemented across FedRAMP environments so that agencies can leverage AI within government-grade compliance.
“We’re advancing our use of the ServiceNow AI Platform to augment our AI capabilities to make it easier for employees to deliver mission-critical outcomes at speed and scale, with the security our work demands,” said Alexandra Guenther, CIO at Leidos.
“ServiceNow AI is helping us automate routine requests so our service desk teams can focus on more complex issues, improving both the employee experience and operational efficiency. By connecting employees with the right information when they need it, we’re enabling our employees to stay focused on solving our customers’ toughest challenges and turning technology into advantage.”
Leidos has 50,000 employees and over $17 billion in annual revenue, operating at a scale where efficient, secure employee services are critical for program performance, compliance and workforce onboarding. As a ServiceNow customer for over 10 years, Leidos was already driving efficiencies with ServiceNow IT, Creator
and Asset Management workflows.
But as it grew, it looked for new opportunities to address rising IT and HR tickets, and leveraged ServiceNow to give employees a seamless, AI-enabled self-service experience. Today, Leidos is deploying ServiceNow’s AI Platform, Now Assist, across its enterprise to provide autonomous, AI-driven workflows, and to unify its employee experience with ServiceNow EmployeeWorks and HR Service Delivery.
The AI Control Tower will also expand on Leidos’ automated governance and agent orchestration for secure enterprise management.
“When you’re managing national security workflows, you can’t move fast without visibility and governance,” said Paul Fipps, president of global customer operations at ServiceNow. “By unifying HR, IT, and shared services on the ServiceNow AI Platform, with AI Control Tower governing the deployment, Leidos can identify workflows and scale AI-enabled operations without adding complexity.”
According to Leidos, project outcomes include over $3 million in projected annual savings; up to 60% autonomous IT ticket resolution; automated employee services; and visibility and control of AI agents.