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NewsMaterial2 min readDisconfirmAI Editorial

ServiceNow and Google Cloud Expand Partnership to Integrate Action Fabric with Gemini Enterprise for Agentic AI

ServiceNow and Google Cloud have expanded their partnership to connect ServiceNow's Action Fabric to Gemini Enterprise via Model Context Protocol (MCP) and Agent2Agent (A2A). Integrations for retail, CRM, and IT workflows are generally available now, while telecommunications integrations are expected in early 2027.

Verified 2026-10-28 17:07 GMT+8

US software company ServiceNow (NYSE: NOW) and US cloud provider Google Cloud announced on October 27, 2026, an expanded partnership connecting ServiceNow's industry-specific operational context, 'Action Fabric', to Google's 'Gemini Enterprise'. This integration aims to make agentic AI more accessible for mutual customers across multiple industries within the assistant interface they use daily.

According to the joint press release, these new live and planned integrations mean Gemini Enterprise will be capable of reasoning and taking complex, multi-step actions using ServiceNow's widely-adopted industry workflows. With Gemini Enterprise as a unified, single interface, mutual customers can scale AI agents to support employees at headquarters, technicians in the field, or brick-and-mortar retail teams. The integrations maintain enterprise-level security, low-latency, and governance standards expected from both companies.

John Aisien, senior vice president of Central Product Management at ServiceNow, stated, 'Conversational AI is only as useful as the action it drives, and ServiceNow’s partnership with Google Cloud is turning that conversation into work that gets done.' He added that combining the workflow orchestration and governance power of the ServiceNow AI Platform with Gemini Enterprise allows teams to execute and resolve mission-critical tasks without leaving their chosen AI assistant.

Satish Thomas, vice president at Google Cloud, noted, 'Our goal with Gemini Enterprise is to empower organizations to turn AI potential into tangible business value.' He emphasized that this collaboration brings the agentic power of the Google Cloud platform straight into mission-critical ServiceNow systems, allowing teams to instantly trigger actions, resolve complex issues, and serve customers faster.

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Initial integrations support common use cases in retail, telecommunications, sales, and IT. Specifically, integrations for Retail store operations, Customer relationship management (CRM), and IT service and operations management (ITSM/ITOM/CMDB) are generally available to mutual customers now. For example, in retail, the combination of ServiceNow Retail Operations with Gemini Enterprise allows brick-and-mortar teams to quickly report and diagnose equipment problems. In IT, technical teams can streamline lifecycle operations directly within chat.

Integrations for Telecommunications network inventory and service order management are expected to be generally available to mutual customers in early 2027. This integration combines ServiceNow Telecommunications Service Management (TSM) and Context Engine to enable telecom customer service teams to streamline the management of high volumes of account, technical, and billing inquiries.

Technically, ServiceNow Action Fabric integrates these workflows headlessly to Gemini Enterprise through Model Context Protocol (MCP) servers and Agent2Agent (A2A) connectivity. ServiceNow will also publish these connectors as plugins alongside joint demos and reference architectures in the Google Cloud Marketplace.

Sources

  • newsroom.servicenow.com↗
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