Description
SmartAI Ops is the operational layer for enterprise AI, purpose-built for ServiceNow and the leaders responsible for AI cost, governance, adoption, and reliability at scale.
It unifies AI economics, financial governance and oversight, developer and user productivity, connector health, and operational alerting into a single workspace-first experience built on the ServiceNow Fluent SDK. No disconnected tools. No spreadsheets pulling cost data across providers. No blind spots in how your AI is actually being used or whether it's running safely.
For organizations running AI workloads across multiple providers, models, and systems, SmartAI Ops answers the questions that matter: How much are we spending on AI? Who is using it, and how productively? Are our AI systems and connectors healthy? What needs attention right now?
The result is real-time visibility and control over AI cost, governance, adoption, and operational health — giving CISOs, AI Stewards, FinOps leaders, platform owners, and AI program managers the insights they need to govern AI responsibly, control spend, prove value, and keep AI systems running reliably.
SmartAI Ops installs as a standalone scoped application with no external dependencies. Integration with ServiceNow AI Control Tower is available through a separate connector app.
Key features
SmartAI Ops delivers a six-tab home dashboard that surfaces cross-domain AI operations in a single ServiceNow-native workspace, with deep investigation flows behind every metric.
Overview — Cross-domain executive summary with attention score cards for critical alerts, overage cost, stale connectors, and open insights. The single-pane view for leadership and AI program managers.
- See the state of every AI system, cost trend, and operational risk in one glance
- Drill from any score card directly into the underlying records and investigation flows
- Surface what needs attention right now, not buried in a report
Economics — Cost analytics with 7, 30, and 90-day comparison, provider/model/system breakdowns, daily cost trends, and overage exposure tracking.
- Track spend across every provider, model, and AI system in your enterprise
- Identify overage exposure before it becomes a budget surprise
- Compare cost trends over time to validate AI investments and forecast future spend
Developer Productivity — Developer-focused activity metrics, acceptance rates, source breakdowns, and top actor and group rankings.
- Measure AI adoption and engagement across engineering teams
- Identify high-performing groups and replicate what's working
- Track acceptance rates to validate that AI is actually delivering value to developers
User Productivity — User engagement metrics, session trends, source distribution, and adoption patterns across the broader workforce.
- Understand how AI is being used outside engineering
- Track session and engagement trends to measure organizational AI maturity
- Surface adoption gaps that signal training, enablement, or governance opportunities
MCP and Tools — Source and tool observability covering MCP activity, tool invocations, source-type breakdowns, and error tracking.
- Monitor every tool and source your AI is calling, on platform and off
- Catch high-error sources before they degrade user experience
- Maintain governance visibility into agentic AI activity
Alerts — Active alert operations, severity and domain breakdowns, connector health, and failure summaries.
- Surface critical alerts the moment they fire, with severity and domain context
- Monitor connector freshness and ingest failures across your AI estate
- Close the loop from alert to action with built-in operational workflows
Key benefits
- Control AI spend — Track cost across every provider, model, and system. Catch overages before they hit the invoice.
- Govern AI responsibly — Maintain real-time visibility into every AI system, connector, and tool in your enterprise.
- Prove AI value — Connect cost to adoption and productivity to demonstrate ROI to leadership.
- Keep AI reliable — Monitor connector health, ingest pipelines, and operational alerts in one workspace.
- Deploy with confidence — Standalone scoped application, no external dependencies, ServiceNow-native experience.
Gain a centralized operational view of AI activity, spend, productivity, and tool usage across your organization.
Monitor AI economics with ready-to-use dashboards for cost trends, spend concentration, runway, and overage exposure.
Identify operational risks faster with built-in alerts for stale connectors, ingest failures, latency spikes, error spikes, spend spikes, and productivity drops.
Understand how teams and users are adopting AI tools through developer and user productivity insights.
Review provider, model, system, connector, and operational insight records from a single SmartAI Ops workspace experience.
Validate the application quickly after install with included sample data and guided admin utilities.
Tune economics and alert thresholds to match your organization’s operating model.
Protect operational data with role-based access for read-only users and SmartAI Ops administrators.
Initial publish to the ServiceNow Store.
Version 1.0.2 includes the SmartAI Ops scoped application, workspace Home dashboard, analytics lists, role-based access controls, admin utilities, economics and alert recalculation engines, tunable system properties, sample data utilities, and support/contact navigation.
ServiceNow instance with access to install applications from the ServiceNow Store.
Standard ServiceNow platform capabilities, including Now Experience UI Framework, Workspaces, and Platform Analytics.
No third-party plugins or external platform dependencies are required.
Other Requirements:
No external system connection is required for the core application.
SmartAI Ops does not require MID Server, VPN, scheduled imports, integration users, outbound web services, or third-party services.
Optional customer-authored connectors may write data into SmartAI Ops scoped tables, but those connectors are outside the core application.