ServiceNow selects Anthropic’s Claude as a preferred model across its AI workflow products

ServiceNow announced a multi-year strategic agreement with Anthropic to more deeply integrate the Claude family of models across its AI workflow products, designating Claude as the preferred model suite and the default engine for its Build Agent tooling. The pact extends Anthropic model access to ServiceNow’s roughly 29,000 employees and makes Claude Code available to engineering teams, although financial terms and exact contract length were not disclosed. ServiceNow frames the deal as part of an orchestration-first approach: rather than locking customers to a single model vendor, the platform will offer multiple model families and centralized governance, security and audit controls. That orchestration layer is intended to give customers the ability to map specific models to discrete workflow tasks and to enforce consistent permissioning, logging and approval policies across providers. Industry activity — such as vendor connectors that link models to operational data through OAuth-style flows, explicit admin controls and human-approval gates — shows how suppliers are blending model access with enterprise permission models to limit unintended autonomous actions. ServiceNow’s direction mirrors that pattern, positioning its Build Agent and broader platform to support agentic behaviors while preserving operator oversight and traceability. For enterprise buyers, the practical upside is choice: teams can select model families that best fit task profiles while relying on a single orchestration plane for governance and compliance. The trade-offs remain practical and nontrivial: IT organizations will need to evaluate latency, cost differentials, task-to-model mapping, and how to vet model outputs against internal data and regulatory constraints. Commercially, the deal reinforces Anthropic’s growing enterprise footprint and raises ServiceNow’s AI value proposition versus rivals by offering model diversity plus governance tooling. In procurement terms, the twin relationships with Anthropic and OpenAI position ServiceNow as a neutral integrator, which could reduce single-vendor lock-in and shift buying decisions toward orchestration capability and connector ecosystems. Operational teams will watch how defaulting Build Agent to Claude affects developer productivity, auditability of automated actions, and real-world error rates when models interact with live systems. The absence of pricing and contract duration details keeps analysts focused on adoption patterns and the economics of multi-model deployments.