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The agent
The system

Make Amazon Q act in ServiceNow — safely

Amazon Q surfaces answers fast, but when it needs to create an incident, advance an approval, or close a ticket in ServiceNow, Upware is the governed execution layer that carries out that action with attribution and a full audit trail.

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Governed by policy & RBAC Full audit trail Outbound-only on-prem bridge No rip-and-replace
The gap

Amazon Q stops at the ServiceNow boundary

Amazon Q connects to many apps, but governed, auditable execution in legacy and compliance-heavy systems needs an execution layer purpose-built for it.

Three ways to close it

Only one is governed

Amazon Q alone
Acts in ServiceNowNo
Governedn/a
Auditedn/a
Custom API glue
Acts in ServiceNowSort of
GovernedYou build it
AuditedYou build it
Amazon Q + Upware
Acts in ServiceNowYes
GovernedPolicy + RBAC
AuditedEvery action
In practice

From employee request to resolved ticket

A field engineer messages Amazon Q: 'My VPN client stopped working after this morning's update.' Amazon Q diagnoses the issue, identifies the affected software package, and decides a change request is needed in ServiceNow. It calls Upware, which replays the learned ServiceNow workflow deterministically — creating the change request, assigning it to the right team, setting priority, and posting a work note with the diagnostic context. The engineer gets a ticket number in seconds. Every field Upware touched is logged with the agent's identity, the policy that authorized the action, and a timestamp — no manual entry, no missing attribution.

The harness

AI to learn. Deterministic to execute.

Upware learns the process once and encodes it as a mostly-deterministic workflow: system interactions replay exactly, and any LLM steps are wrapped in policy, verification, and audit — so execution stays governed and drift-proof.

O
Observe & Learn
Records the real workflow once, across every system it touches.
G
Generate
Builds the API, data flow, and logic automatically — no integration project.
E
Encapsulate
Wraps it as a governed AI skill over secure MCP or API.
R
Run
Executes deterministically — RBAC, audit, and scale built in.
FAQ

Common questions

Amazon Q already integrates with ServiceNow. Why do we need Upware on top of that?
Native connectors handle data retrieval well, but governed write actions in ServiceNow — creating incidents, advancing approvals, setting state — require attribution, SLA awareness, and an audit trail that most connectors don't enforce. Upware wraps those actions in RBAC and policy so every change is authorized, logged, and attributable to the agent that triggered it. That's the difference between reading a ticket and being responsible for closing one.
Our ServiceNow instance has heavy customization and some legacy integrations without clean APIs. Can Upware still learn it?
Yes. Upware's Action Model records the actual desktop workflow — UI events, web requests, screen state — so it can learn any ServiceNow configuration, including custom forms, scripted fields, and screens that expose no API at all. The result is a governed AI skill that replays the exact interaction your team would perform manually, without requiring you to build or maintain a custom integration.
How does Upware handle audit and compliance requirements for service records?
Every action Upware executes in ServiceNow is logged: which agent triggered it, which policy authorized it, what fields were written, and when. The on-prem bridge means sensitive ticket data never leaves your environment in transit to a third-party cloud. For teams under SLA or change-management obligations, that trail is available in Upware's audit log and can be correlated with ServiceNow's own record history.

Connect Amazon Q to ServiceNow

See a governed action go from recorded workflow to live in days.

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