Tech Mahindra & ServiceNow deepen enterprise AI ties

Tech Mahindra and ServiceNow have expanded their partnership under a multi-year agreement focused on helping enterprises move AI projects into wider use.

The companies will combine Tech Mahindra's consulting, engineering and implementation capabilities with the ServiceNow AI Platform. Their work with customers will cover transformation roadmaps, platform adoption, governance frameworks and measurement of business results.

The agreement reflects a broader shift in the corporate AI market, where companies are under pressure to show returns from projects that have often remained at the pilot stage. Many large organisations are focusing less on trial deployments and more on integrating AI into existing systems and workflows.

As part of the arrangement, Tech Mahindra plans to expand its global ServiceNow practice and establish a dedicated AI and Innovation Centre of Excellence within that business. The unit will support deployments that include ServiceNow AI Control Tower and ServiceNow EmployeeWorks.

One element of the partnership is a "Client Zero" model, in which Tech Mahindra and the Mahindra & Mahindra Group serve as internal testing and validation environments before approaches are rolled out to other customers. The model is intended to create repeatable methods based on their own operating experience.

Tech Mahindra said its own use of ServiceNow has unified global IT operations and now handles more than 100,000 cases a month across 90 countries. It also pointed to effects on support operations and employee experience as part of the case for extending the partnership.

Industry focus

The partnership will target sector-specific work in manufacturing, telecommunications, banking, financial services and insurance, media and technology. The focus is on linking AI deployment to governance, workflow changes and cost management rather than running isolated use cases.

ServiceNow has positioned its platform as a way to connect cloud systems, data sources and AI tools across large organisations. More than 100 billion workflows run on the platform each year, according to the company.

For Tech Mahindra, the agreement adds to a strategy of building partnerships with major software providers while using its global delivery network to reach large corporate customers. The company says it has more than 146,000 professionals across 90 countries and operates across consulting, IT, enterprise applications, engineering, network services and business process services.

Bill McDermott, Chairman and Chief Executive Officer of ServiceNow, described the partnership as part of a broader ecosystem approach to AI adoption. He linked the deal to efforts to apply AI in day-to-day operations rather than leaving it in experimental phases.

ServiceNow cited Tech Mahindra's internal deployment as evidence for that approach.

"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," said Bill McDermott, Chairman and Chief Executive Officer of ServiceNow. "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 of Tech Mahindra, said customers now want dependable implementation rather than experimentation. He said the challenge is to place AI inside the operational controls and systems where work is already done.

"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," said Mohit Joshi, Chief Executive Officer of Tech Mahindra. "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."