The ServiceNow Moveworks acquisition is a significant move that aims to strengthen AI agentic capabilities for employee experience in all business functions. Moveworks solutions are a major attraction for many enterprise customers who create and manage their ITSM functions and deliver exceptional employee experience.

Now, with the Moveworks acquisition by ServiceNow, the entire IT community is noticing what possible changes could come up. If you are a Moveworks customer, should you be worried about your stance with the existing ITSM tools? Or should you be expecting the same seamless and consistent IT experiences for daily tasks like password reset or update software installs going forward? 

As an AI-first company, Workativ understands that AI-driven automation and agentic capabilities are integral to maintaining service management and ESM and driving growth. Let’s break down the hidden risks all Moveworks customers, like you, will likely encounter from the deal.

By now, every Moveworks customer can make sense of the deal and understand things would not be as easy as they used to be. What exactly does this mean for you if you use Moveworks but not ServiceNow for your ITSM? Here are our observations. 

Vendor lock-in risks

Moveworks provided the flexibility to integrate with a wide variety of ITSM platforms to manage service management, like BMC, Ivanti, Jira, and ServiceNow, to name a few. With Moveworks front-end AI assistant, these ITSM tools are easy to use and extend customizations.

Unfortunately, Moveworks is now an exclusive ServiceNow feature. To fully leverage Moveworks benefits, you have no choice but to migrate to ServiceNow, which further triggers vendor lock-in risks with your existing ITSM platforms. However, you can look for alternatives to get out of all these challenges.  

Integration failure 

As a business, you can encounter potential service disruption for integration failures. It has already been announced that in the initial integration phases, ServiceNow and Moveworks will deliver a unified, end-to-end search and self-service experience for all employee requestors across every workflow – all from a single entry point. In the real world, implementing integrations with new features is never easy. 

It is observed that ServiceNow has had little success with previous acquisitions. Both Moveworks and ServiceNow have their individual knowledge management systems. Integrating these two systems into one and delivering a consistent experience could seem challenging. With the possibility of overlapping features, Moveworks customers can find it difficult to adapt seamlessly. 

High-cost implications 

The acquisition of Moveworkd by ServiceNow aims to enhance AI capabilities, but it does not offer customers any cost savings. ServiceNow offers a customized pricing model that depends on the company's size and specific requirements. Now, with the acquisition, Moveworks is ServiceNow exclusive.

It is unlikely that you will pay for ITSM functions only. ServiceNow plans may integrate Moveworks AI capabilities, likely introducing new variables in the pricing model. However, there is no certainty about what the new pricing model will be like. This could possibly drive higher expenses for licensing and implementation for Moveworks customers. 

Limited customization flexibility 

ServiceNow will likely promote its orchestration engine more than anything else and restrict support for third-party integration with digital experience platforms or other automation tools. Moveworks customers would no longer be able to work with their preferred tools and unleash customization. In addition, they risk paying hefty fees for using the ServiceNow orchestration engine. 

New version releases at stake 

ServiceNow is notorious for its slower version releases. With Moveworks, customers were used to having steady product innovations and regular updates, which helped them be flexible with the platform's functionality. However, with the integration within ServiceNow, Moveworks customers would miss the regular updates, which could impact their adoption. 

Can you rely on an acquisition full of uncertainties and ambiguities, especially when you know that an area as crucial as customer support will be at stake and impact your long-term success? While ServiceNow and Moveworks are busy with integration challenges, we at Workativ pay attention to innovation. Our Agentic AI workflows solve unique challenges in customer support. We have a custom ChatGPT builder to help you rapidly create GPT bots with agentic capabilities. There are more. Here is the Workativ advantage,

Faster time to market

Our AI agent platform, which encompasses a no-code architecture, allows you to build seamless automation workflows for various use cases in HR, IT, and customer support. Without writing a single line of code, you can enjoy faster deployment and help your people manage enterprise functions to boost productivity. 

Seamless integrations

Our AI agent platform is convenient and flexible. It can integrate with several third-party ITSM platforms, including ServiceNow, Ivanti, Freshservice, Jira, Freshdesk, and others. You can easily create and manage simple to complex workflows by syncing our front-end AI assistant with your system. As you enjoy seamless integrations, we give you respite from vendor lock-in.  

Built for modern workplaces 

Workativ’s AI-first modern ITSM solutions eliminate the nuances of working with legacy platforms. Our front-end AI assistant can be deployed on MS Teams, Slack, and websites to drive seamless adoption and boost productivity.  

Flexible pricing 

We offer a cost-effective pricing model and comprehensive AI capabilities for your enterprise needs. Moreover, unlike ServiceNow’s complicated custom pricing plan, our pricing can fit your budget and help boost enterprise productivity and efficiency.

For a long time now, Workativ has been reshaping workplace transformation with a suite of AI automation tools for HR and IT support. We keep innovating and have added to our AI portfolio an advanced agentic AI capability to nurture customer-centric aspirations. We take pride in driving customer success for GoTo, DraftKing, SUSE, Woolpert, and NMDC Group, to name a few. 

If you feel customer success is essential and you deserve something better, Workativ can help. Let’s connect to move to a thriving AI world now.