Tech Mahindra and ServiceNow Expand Partnership to Scale Enterprise AI
Tech Mahindra and digital workflow leader ServiceNow have announced an expanded, multi-year strategic partnership designed to accelerate enterprise migration from fragmented artificial intelligence pilots to governed, production-scale implementations.
The alliance pairs Tech Mahindra’s deep domain engineering, systems integration, and business transformation capabilities with the ServiceNow AI Platform.
As global enterprises across telecommunications, manufacturing, banking, financial services and insurance (BFSI), media, and technology seek to move past generic chatbot experiments, the joint initiative provides a structured roadmap to embed AI agents directly into operational workflows, IT service management (ITSM), and employee experience layers.
The 'Client Zero' Advantage: Enterprise Validation at Scale
A central differentiator of the expanded alliance is Tech Mahindra's "Client Zero" framework. Rather than offering theoretical architectures to clients, Tech Mahindra and the wider Mahindra & Mahindra (M&M) Group serve as live enterprise validation environments for new ServiceNow capabilities before packaging them into commercial customer playbooks.
Internal deployment metrics demonstrate the operational impact of this strategy:
- Global Service Delivery: Unifying global IT service operations across 90 countries, managing and resolving over 100,000 cases per month.
- Support Optimisation: Achieving approximately 25% optimisation in first-level (L1) IT support interactions through automated resolution paths and generative self-service.
- Workforce Enablement: Elevating digital workplace workflows for 150,000 internal employees across global delivery centres.
Dedicated AI Centre of Excellence & AI Control Tower Deployment
To accelerate time-to-value for enterprise customers, Tech Mahindra is establishing a dedicated AI & Innovation Centre of Excellence (CoE) within its global ServiceNow business unit.
The CoE will focus on building industry-tailored architectures around key platform components:
- ServiceNow AI Control Tower: Providing centralised visibility, governance, performance monitoring, and compliance telemetry for autonomous AI agents and language models across distributed enterprise environments.
- ServiceNow EmployeeWorks: Streamlining employee onboarding, internal request management, and cross-departmental operations through conversational and agentic digital workplace assistants.
- Vertical-Specific Transformation: Building pre-configured solutions tailored for complex regulatory frameworks in BFSI, network operations in telecommunications, and supply chain tracking in discrete manufacturing.
Bill McDermott, Chairman and CEO of ServiceNow, underscored the tangible business outcomes delivered through the partnership:
“It takes an ecosystem to reinvent business. We’re proud to partner with Tech Mahindra, combining our AI Control Tower with their deep industry expertise to put AI to work at enterprise scale. AI only matters when it creates value for people. Tech Mahindra is already turning that vision into business results. With the ServiceNow AI Platform, they’re driving significant cost benefits, elevating experiences for 150,000 employees, and optimizing first-level IT support by ~25%. Now we’re taking that winning formula to our customers.”
Mohit Joshi, Chief Executive Officer and Managing Director at Tech Mahindra, emphasised the industry's shift toward execution discipline:
“Enterprises are entering a new phase of AI adoption where the priority is no longer experimentation, but trusted execution at scale. To unlock meaningful business value, AI must be embedded into the systems, workflows, controls, and operating models where enterprise work actually happens. Our expanded partnership with ServiceNow brings together platform strength, industry context, AI governance, and transformation capability to help customers operationalize AI responsibly, accelerate productivity, and create measurable outcomes across the enterprise.”
By combining real-world operational validation, dedicated CoE resources, and unified platform governance, Tech Mahindra and ServiceNow provide a proven blueprint for global enterprises seeking to move beyond AI experimentation and realise sustainable, measurable return on digital investments.
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