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The agent
The system

Make Google Gemini Enterprise act in ServiceNow — safely

Gemini reasons across your Workspace data to surface the right action — Upware carries it out in ServiceNow with full attribution, SLA awareness, and an audit trail behind every step.

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

Google Gemini Enterprise stops at the ServiceNow boundary

Gemini reasons well across Workspace and connected sources, but executing governed actions in operational systems of record needs a dedicated execution layer.

Three ways to close it

Only one is governed

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

From Gemini insight to resolved incident

A Gemini Enterprise agent monitoring support channels detects a spike in VPN login failures tied to a recent policy change. It drafts a priority-2 incident, and Upware — using a recorded execution skill learned from your ITSM team's own workflow — creates the ticket in ServiceNow, assigns it to the Network Engineering group, and posts a timestamped work note with Gemini's diagnostic summary. When the resolver updates the CMDB entry in a downstream system, Upware syncs the fulfillment status back and closes the incident. Every action carries the initiating agent's identity, a policy check, and a complete audit record — exactly what SLA and compliance reporting require.

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

Does Upware require us to build ServiceNow integrations from scratch?
No. Upware learns your existing ServiceNow workflows by recording how your team already works — screen interactions, web requests, the forms they fill. It generates the integration from that recording. If your instance has custom fields, tailored views, or configurations that fall outside the standard API, Upware can handle those too, because it learns the actual UI path, not just the documented endpoints.
How does Upware maintain the attribution and audit trail ServiceNow records require?
Every action Upware executes carries the identity of the initiating agent or user, the policy it was checked against, and a timestamped record of what changed. That metadata is written alongside the ServiceNow action — work notes, state transitions, approvals — so your ITSM audit log reflects who (or what) acted and why. This is enforced at the execution layer, not left to the agent to self-report.
Gemini already has some ServiceNow connectors. Why do we need Upware on top?
Native connectors cover the happy path — standard fields, documented APIs, straightforward CRUD. Real ServiceNow environments have approval chains, custom catalog items, multi-step fulfillment workflows, and SLA triggers that a generic connector won't navigate correctly. Upware learns the full workflow, including conditional branches and non-API steps, and executes it deterministically each time. That's the difference between an agent that can open a ticket and one that can actually resolve a request end to end.

Connect Google Gemini Enterprise to ServiceNow

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

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