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The agent
The system

Make Glean act in ServiceNow — safely

Glean finds the answer and reasons over your knowledge — Upware carries the action into ServiceNow with full attribution, SLA compliance, and an audit trail behind every change.

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

Glean stops at the ServiceNow boundary

Glean is excellent at finding and reasoning over information, but turning an answer into a governed action across systems of record needs an execution layer it doesn't provide.

Three ways to close it

Only one is governed

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

From Glean's answer to a resolved ticket

A security engineer asks Glean to help triage a flood of password-reset incidents following a phishing alert. Glean surfaces the pattern across tickets, knowledge articles, and Slack history, then recommends creating a P2 incident and bulk-assigning the queue to the IAM team. Upware takes that intent and executes it directly in ServiceNow: it creates the incident with the correct category, assignment group, and priority, posts a structured work note with the Glean-generated summary, and advances the approval task — all under the engineer's RBAC-scoped identity. Every field write and state transition is logged in Upware's audit trail, satisfying the service record's SLA and change-attribution requirements. The engineer never touches the ServiceNow UI.

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

Glean already connects to ServiceNow for search — why do I need Upware on top of that?
Glean's ServiceNow connector is built for reading: surfacing ticket data, knowledge articles, and catalog items inside Glean's search and assistant experience. Writing back — creating incidents, posting work notes, advancing approvals, updating state — requires a separate execution layer with its own identity model and audit trail. Upware provides exactly that: a governed bridge that carries Glean's agent output into ServiceNow as real, attributed, policy-checked actions.
ServiceNow has strict SLA and audit requirements. How does Upware handle attribution and compliance?
Every action Upware executes in ServiceNow is performed under a specific RBAC-scoped identity — not a shared service account — so the audit trail reflects who (or which agent, on whose behalf) made the change. Upware logs the full action context: what was written, when, and against which record. This means SLA-sensitive service records retain the attribution and traceability your compliance and ITSM teams require, without manual handoffs.
Does ServiceNow need to expose an API for Upware to work, and what if our instance has customizations?
Upware works with ServiceNow's REST and Table APIs where they exist, but its core capability is learning through observation — recording the actual UI interactions and web requests that make up a workflow, then replaying them deterministically. That means heavily customized ServiceNow instances, non-standard forms, and internal portals without a published API are all in scope. The on-prem bridge handles the session and credential management; no inbound firewall changes are required.

Connect Glean to ServiceNow

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

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