Tech Mahindra expands ServiceNow tie-up for enterprise AI

Tech Mahindra has expanded its partnership with ServiceNow through a multi-year agreement focused on enterprise AI deployment.

The expanded arrangement is intended to help large organisations move AI projects from pilot stages into wider operational use. It combines ServiceNow's AI platform with Tech Mahindra's consulting, engineering and implementation capabilities across several industries.

Under the deal, Tech Mahindra plans to scale its global ServiceNow practice and establish a dedicated AI and Innovation Centre of Excellence within that business. The centre will focus on deploying products including ServiceNow AI Control Tower and ServiceNow EmployeeWorks.

The companies will work with customers on transformation roadmaps, platform adoption, governance frameworks and ways to track business results. The sectors named in the partnership include manufacturing, telecommunications, banking, financial services and insurance, media and technology.

A central feature of the arrangement is what they call a Client Zero model. Under it, Tech Mahindra and the wider Mahindra & Mahindra Group will act as large-scale internal testing environments for ServiceNow tools before repeatable models are offered to other customers.

Tech Mahindra said it has already used ServiceNow to unify global IT operations. The system handles more than 100,000 cases a month across 90 countries.

ServiceNow also pointed to internal results at Tech Mahindra, including support for 150,000 employees and a roughly 25% improvement in first-level IT support optimisation. The companies presented those figures as evidence that the joint approach can be applied more broadly across other enterprises.

Internal rollout

The partnership reflects a wider shift among technology suppliers and consultancies as corporate buyers seek returns from AI spending rather than experiments. Many large companies have tested generative AI tools over the past two years, but questions remain over governance, operational integration and measurable financial impact.

By placing governance and workflow systems at the centre of the offer, Tech Mahindra and ServiceNow are targeting those concerns directly. The focus is less on standalone AI tools and more on embedding AI into existing business processes and support functions.

For Tech Mahindra, the deeper tie-up also strengthens its position in the market for enterprise workflow and automation services. The company, which describes itself as a USD 6.5 billion technology consultancy, has been expanding its work in digital transformation and AI-led services for global clients.

ServiceNow has also been pushing to extend its role beyond IT service management into broader enterprise operations. Its pitch centres on using its platform as a system for coordinating workflows, governance and AI applications across departments.

Bill McDermott, Chairman and Chief Executive Officer of ServiceNow, described the partnership as part of a broader ecosystem approach to business change.

"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 the market has moved into a new stage of adoption.

"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."