Employees lose a surprising amount of time every day. They search through several apps for one answer, raise tickets for simple requests, and wait for someone to respond. Moveworks is built to fix this. It gives every employee one AI assistant that can find the right information and complete everyday tasks across the tools they already use.
In this guide, we explain what Moveworks is, who owns it, why organizations choose it, what it can do, how to connect it with ServiceNow, and how LMTEQ can help you get started.
What Is Moveworks?
Moveworks is an agentic AI platform for the workforce. Employees talk to an AI assistant in plain, natural language. The assistant answers their questions, acts on their behalf, and automates work across the business.
What makes it different from a basic chatbot is the word “agentic”. A simple chatbot only replies. An agentic assistant understands the request, plans the steps, and then carries them out by working with your connected systems. It brings together AI reasoning and ready to use integrations, so one conversation can lead to a finished task.
In simple terms, Moveworks works as an intelligent layer above your enterprise systems, giving every team the same helpful starting point for their requests.
Who Owns Moveworks?
ServiceNow owns Moveworks. ServiceNow completed its acquisition of Moveworks in December 2025, and the platform is now presented as Moveworks from ServiceNow.
This matters for two reasons. First, Moveworks is now part of the ServiceNow family, which makes working with ServiceNow workflows much more natural. Second, ServiceNow uses Moveworks’ conversational AI and enterprise search inside ServiceNow EmployeeWorks, its AI front door for employees. To understand that experience in detail, read our guide on ServiceNow EmployeeWorks. For the wider AI experience layer, you can also read our blog on ServiceNow Otto.
Why Moveworks?
Most organizations face the same employee support problems. Answers sit in many different systems. Routine requests pile up at the service desk. People bounce between apps just to complete one small task. Moveworks replaces that scramble with a simple conversation.
Here are why organizations look at it:
- Strong reasoning: Its Reasoning Engine reads a request, works out the steps, runs them, and adapts along the way, so tasks reach completion.
- Quicker value: Ready made capabilities help teams see results early, without heavy model tuning or advanced engineering.
- Flexible agents: Teams can shape AI agents around how their business actually runs and reuse them across applications.
- Admin control: Admins can follow usage metrics, resolve issues, and keep refining the experience over time.
- Works where people work: Employees can use it through chat, web, intranet, portals, and mobile, in over 100 languages.
- Security by design: Data privacy and trust are part of the foundation, backed by standards that Moveworks lists publicly, such as ISO 27001, SOC 2, HIPAA, GDPR, and FedRAMP.
Key Moveworks Capabilities
Here is a simple look at what Moveworks can do.
Moveworks AI Assistant for Employees
This is the part employees see and talk to. They ask in everyday language and get quick support and self-service, so small needs do not turn into tickets.
Moveworks Enterprise Search
Instead of searching apps by app, employees can ask once. Moveworks uses an agentic retrieval approach to search across systems, formats, and domains. It can find content from sources such as Slack, OneDrive, Google Drive, SharePoint, Confluence, and Outlook, along with many more.
Agent Studio for Building AI Agents
Developers and admins can build enterprise-ready AI agents quickly, without extensive coding. This helps teams create agents for their own unique processes instead of waiting for a fixed feature.
Moveworks Reasoning Engine
The Reasoning Engine is the thinking core of the platform. It combines large language models with ready tools to handle complex, multi-part requests.
Automated Service Management
Readymade AI agents handle service desk tasks such as ticket triage, approvals, and form management, which cuts manual effort for IT and service teams.
Plugins, Integrations, and AI Agent Marketplace
Moveworks comes with pre built plugins and connectors for quick setup, plus frameworks for linking your own systems. The AI Agent Marketplace adds 100+ integrations and a wide choice of AI agents to pick from.
Moveworks Governance and Security
Enterprise grade security and compliance controls come with the platform, so teams can roll out AI widely while keeping proper oversight.
Where Teams Can Use Moveworks
Moveworks supports many functions, including IT, HR, finance, sales, marketing, and engineering. Common use cases include IT help desk automation, employee onboarding, and employee self service.
How to Connect Moveworks with ServiceNow: Step by Step
Connecting Moveworks to your ServiceNow instance lets the AI Assistant search your knowledge, look up records, and act on tickets. The steps below follow the official Moveworks Connect ServiceNow guide from its EmployeeWorks setup journey. We have summarized it in simple words so you can see what is involved.
Before you start: You need admin rights in the ServiceNow instance, or a ServiceNow admin who can handle the first two steps. You also need access to Moveworks Setup in your Moveworks tenant. If you are connecting a production instance, follow your change control process, and try the steps in a sub production instance first.
- Install the Moveworks update sets. Install the Moveworks update sets in the documented order. Start with moveworks.base, then add moveworks.acl, which lets Moveworks check user criteria on knowledge and catalog items. On a customized instance, preview each update set before you commit it and resolve any conflicts with your ServiceNow admin.
- Prepare the integration account. Moveworks signs in to ServiceNow through one account. For shared or production instances, create a dedicated admin account for it with the roles listed in the ServiceNow access requirements: ITIL, Approval Admin, Flow Operator, Catalog Admin, UI Policy Admin, and Personalize Dictionary. Then give the account the moveworks_user and snc_basic_auth_api_access roles, make sure its email field is filled, set its time zone to GMT, and note down its sys_id. The built-in admin user is only suitable for a developer instance or sandbox.
- Create the connector. In Moveworks Setup, open Connectors, choose Built in Connectors, select ServiceNow, and add your instance URL and the integration account credentials. Then run the test. Choose the connector name with care, because it cannot be changed later and every other configuration refers to it. The Moveworks connectors guide has the full walkthrough.
- Ingest users. In Moveworks Setup, open User Identity and then Identity Configuration. Select your ServiceNow connector as the primary source, filter to active users only, and confirm that email is the joining key. Test with your own email, then save. Ingestion runs on a schedule, typically every four hours, so check the Imported Users page afterward to confirm that your users appear. See the Ingest Users guide for more detail.
- Configure the Bot Account. Enter the integration account details in the Bot Account page: email address, unique record ID, external ID (the sys_id), ITSM user ID, and the connector name as the integration ID. These values must match the account in ServiceNow exactly, or Moveworks cannot act on behalf of users. The Service Account Configuration Guide gives a reference example.
- Set the Bot Access Rule. Decide who can use the AI Assistant. You can allow every ingested user, or use a rule to start with a pilot group and widen access later. Remember that users also need a place to reach the assistant, such as a chat platform, the web, or a portal.
After the connection: Next, configure ServiceNow knowledge search, forms, and ticketing so the assistant can answer from your articles, help users fill catalog items, and file or track tickets. Moveworks also provides an implementation starter guide and a launch checklist to complete before you announce the assistant to employees.
This summary is meant to give you the big picture. For exact screens and values, always follow the official Connect ServiceNow guide, and let your ServiceNow admin review each step.
Why Connect with LMTEQ for Moveworks?
Choosing the right partner shapes how smoothly your AI journey goes. LMTEQ is a ServiceNow Elite Partner, and we have the Moveworks capabilities to help you adopt agentic AI for employee support. Our certified professionals understand both the platform and real business needs, and we have case studies from our ServiceNow work that show how we deliver for clients. We connect Moveworks with your ServiceNow workflows in a way that fits your teams, systems, and priorities, supported by our ServiceNow implementation services. Ready to explore Moveworks for your organization? Talk to the LMTEQ team and let us help you start your agentic AI journey.
Frequently Asked Questions
What is Moveworks?
Moveworks is an agentic AI platform that gives employees one assistant for getting answers and finishing everyday tasks across their business apps.
Who owns Moveworks?
ServiceNow owns Moveworks. It completed the acquisition in December 2025.
How is Moveworks related to ServiceNow EmployeeWorks?
Moveworks is the AI platform. EmployeeWorks is the ServiceNow employee experience that uses Moveworks’ conversational AI and enterprise search alongside ServiceNow workflows.
What roles does the Moveworks integration account need in ServiceNow?
The account needs ITIL, Approval Admin, Flow Operator, Catalog Admin, UI Policy Admin, and Personalize Dictionary. It also needs the moveworks_user and snc_basic_auth_api_access roles.
Can we build custom AI agents in Moveworks?
Yes. Agent Studio lets developers and admins build enterprise ready AI agents without extensive coding, so teams can cover their own processes.