ServiceNow and Fiserv have strengthened their strategic partnership to drive AI-powered transformation in financial services operations, with Fiserv increasing its adoption of ServiceNow Now Assist for Financial Services Operations (FSO) and IT Service Management (ITSM). The effort seeks to improve operational excellence, resilience, and stability in IT and customer service domains that serve Fiserv’s diverse client base, including banks, credit unions, fintechs, enterprises, and merchants. By integrating AI-driven insights and automated activities into business workflows, Fiserv will be able to detect potential problems earlier, close incidents quicker, and improve consistency at scale as the volume of transactions, regulatory requirements, and client demands increase.
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The new agreement reflects the companies’ long-standing partnership, which has expanded ServiceNow’s presence in IT, security, technology management, and employee-related processes. “Financial institutions operate in environments with zero tolerance for disruption,” said Paul Fipps, president of Global Customer Operations at ServiceNow. “Operational stability and resiliency are foundational to how Fiserv serves our clients,” said Pete Cavicchia, global chief technology officer at Fiserv, highlighting the shift from reactive support to proactive, AI-enabled operations.
