ServiceNow and Fiserv have announced an expanded strategic commitment to accelerate AI-driven transformation within the financial services sector. As part of this agreement, Fiserv will scale its deployment of ServiceNow Now Assist for Financial Services Operations (FSO) and IT Service Management (ITSM) to enhance operations across its IT and customer service environments, which support Fiserv clients.
Fiserv, a global provider of payments and financial technology, serves a diverse client base including corporations, small businesses, banks, credit unions, and fintechs. By integrating Now Assist for FSO and ITSM, Fiserv aims to strengthen its proactive operational capabilities, leveraging real-time insights with guided and automated actions across its IT service infrastructure. This initiative is designed to improve resiliency and efficiency in managing performance anomalies, enabling Fiserv to identify emerging conditions earlier and resolve them more quickly and consistently, ultimately leading to greater stability and client satisfaction.
The commitment builds upon an established relationship between ServiceNow and Fiserv, which includes Fiserv’s existing use of ServiceNow workflows for IT, security, technology management, and employee processes. With Now Assist operating on the ServiceNow AI Platform, Fiserv intends to scale IT and customer service operations by embedding AI assistance directly into workflows, a critical advancement given the increasing transaction volumes, regulatory complexities, and evolving customer expectations within the financial services industry.
Paul Fipps, president of Global Customer Operations at ServiceNow, stated, “Financial institutions operate in environments with zero tolerance for disruption. Through our expanded relationship with Fiserv, we’re making AI an operational advantage — embedded directly into the workflows that keep financial institutions running. With ServiceNow Now Assist, teams can manage complexity with greater resilience and confidence. Together, we’re driving smarter, more proactive operations at scale.”
Pete Cavicchia, global chief technology officer at Fiserv, added, “Operational stability and resiliency are foundational to how Fiserv serves our clients. By using ServiceNow Now Assist, we’re embedding intelligence directly into our operational workflows, enabling our teams to identify issues earlier, resolve incidents faster, and operate with greater consistency at scale. This allows us to move from reactive support models to proactive, resilient operations, strengthening the reliability our clients expect from Fiserv every day.”
ServiceNow and Fiserv are focused on enhancing reliability for both employees and customers. Fiserv anticipates deploying Now Assist for FSO and ITSM in the first quarter of 2026. ServiceNow is an AI control tower for business reinvention, with its AI Platform integrating various systems to orchestrate work across enterprises. Fiserv, a Fortune 500 company, is a leader in payments and financial technology, providing solutions across account processing, digital banking, card services, payments, e-commerce, and merchant acquiring.
