HPE Picks ServiceNow for a Five-Year Support Deal Across Its Cloud & AI Business
ServiceNow will supply case management, field-service dispatch and AI governance for HPE's Cloud & AI support. Deal value was not disclosed, and ServiceNow reports earnings after the close.
ServiceNow (NOW) said Wednesday that Hewlett Packard Enterprise (HPE) has chosen its platform as the foundation for support services in HPE's Cloud & AI business under a five-year agreement. The rollout covers case and ticket management, field-service dispatch, asset tracking and governance of AI activity. Neither company disclosed a deal value. ServiceNow shares were quoted at $149.86, down $4.92, as provided to MarketCatalyst.
What HPE is adopting
| ServiceNow product | Role in HPE's support operation |
|---|---|
| Super Intelligence Control Tower | Discover, secure, govern, observe and measure AI agents, models and identities |
| Technology Provider Service Management | Centralize case and ticket management in one system |
| Customer Service Management | Track and resolve customer requests across channels |
| Field Service Management | Schedule and dispatch technicians by skill, location, availability and parts |
| Workflow Data Fabric | Unify data across support systems without custom integrations or data copying |
| Hardware Asset Management | Track asset ownership and location and automate returns |
| Service Exchange | Connect separate ServiceNow instances for multi-party workflows |
ServiceNow described the implementation as planned and gave no timeline beyond the five-year term. HPE's stated goal is a more differentiated support experience for customers, partners and employees, with faster and more proactive service through AI and automation.
Why the AI governance piece matters
The Super Intelligence Control Tower is ServiceNow's product for overseeing AI agents. According to the company, it includes NIST and EU AI Act compliance frameworks out of the box and can stop an agent in real time if it acts outside its permissions. In the release, Paul Fipps, ServiceNow's president of global customer operations, said HPE can use it to see, secure, govern and measure each AI initiative. For a hardware vendor adding AI agents to customer support, that oversight layer is a large part of what ServiceNow is selling.
What the companies said
Fipps said HPE is "reimagining how its customers get help," combining cases, dispatch and AI workflows into one operating model. Mark Bakker, HPE's executive vice president and general manager of Operations, said support is a critical part of the customer experience and that ServiceNow provides a single foundation to connect teams across Cloud & AI support.
What it means
The agreement is a named multi-year customer win for ServiceNow's technology-provider and field-service offerings, but without a disclosed contract value its financial impact cannot be sized. For HPE, the move consolidates support workflows on one platform. ServiceNow's shares were quoted lower, as provided, and the company reports third-quarter results after the market close, with its call scheduled for 2 p.m. Pacific, or 5 p.m. Eastern by our calculation. By our calculation, a $4.92 drop from a $149.86 quote implies a prior close of about $154.78 and a decline of about 3.2%.
Sources: ServiceNow and HPE joint announcement, "HPE selects ServiceNow to transform support services for its Cloud & AI business" (Oct. 28), and ServiceNow's third-quarter results announcement. The share price and its change are as provided to MarketCatalyst. This is informational, not a recommendation to buy or sell.
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