Leidos Boosts Efficiency With ServiceNow AI Platform
Leidos (NYSE: LDOS), a Fortune 500 industry and technology leader serving government and commercial customers, is expanding its use of the ServiceNow AI Platform to power employee experiences and efficient operations with agentic AI. ServiceNow (NYSE: NOW), the AI control tower for business reinvention, announced the expanded collaboration, which focuses on deploying autonomous, AI-driven workflows designed to cut costs, improve employee experiences and satisfaction, scale IT self-service, and centralize AI agent governance.
The deployment runs across FedRAMP environments, supporting the use of AI within government-grade compliance guardrails. Leidos delivers advanced technology solutions across defense, intelligence, civil, and health markets, supporting some of the most demanding national security programs in the world. With approximately 50,000 employees and $17B+ in annual revenue, the company operates at a scale where efficient, secure employee services are key for program performance, compliance, and workforce onboarding.
"When you're managing national security workflows, you can't move fast without visibility and governance."
— Paul Fipps, President of Global Customer Operations, ServiceNowThe Challenge: Expanding the Self-Service IT Experience
As a ServiceNow customer for over 10 years, Leidos was already driving efficiencies with ServiceNow IT, Creator, and Asset Management workflows. As the organization grew, however, it sought new opportunities to help address rising IT and HR ticket volumes. Leidos turned to ServiceNow to give employees a seamless, AI-enabled self-service experience.
The Solution: One AI Platform Across IT, HR, and Shared Services
Leidos is deploying Now Assist and embedding AI across all areas of the business, unifying its employee experience life cycle with ServiceNow EmployeeWorks and HR Service Delivery. The AI Control Tower will further the company's automated governance and agent orchestration for secure enterprise management.
The implementation is expected to significantly reduce manual work and tickets, freeing up IT, HR, and shared services resources to focus on mission-critical tasks. Running across FedRAMP environments also allows the company to securely manage data for sensitive digital workflows, IT services, and conversational AI.
"ServiceNow AI is helping us automate routine requests so our service desk teams can focus on more complex issues, improving both the employee experience and operational efficiency."
— Alexandra Guenther, Chief Information Officer, LeidosKey Projected Outcomes
$3M+ projected annual savings. As a result of AI-driven IT help desk automation, Level 1 incident resolution time is expected to be reduced from days to minutes.
Up to 60% autonomous IT ticket resolution. AI agents are targeted to fully resolve the majority of IT support requests without human intervention, with the potential to eliminate approximately 80,000 tickets annually.
Automated employee services. ServiceNow EmployeeWorks is set to provide a fast, seamless conversational AI front door for everyday employee requests, helping accelerate productivity for Leidos employees and reduce ticket requests for service teams.
Visibility and control of AI agents. AI Control Tower governs and orchestrates across the portfolio of AI agents and workflows, designed to help ensure that models and actions remain compliant, auditable, and aligned with Leidos' security posture.
Turning Technology Into Advantage
By unifying HR, IT, and shared services on a single platform with AI Control Tower governing the deployment, Leidos can identify workflows and scale AI-enabled operations without adding complexity. As Guenther noted, connecting employees with the right information when they need it enables teams to stay focused on solving customers' toughest challenges — turning technology into advantage.
A decade-long relationship deepens. Leidos, a ServiceNow customer for more than 10 years, is expanding into the full ServiceNow AI Platform with agentic, autonomous workflows across the enterprise.
$3M+ in projected annual savings. AI-driven help desk automation is expected to cut Level 1 incident resolution time from days to minutes.
Up to 60% of IT tickets resolved autonomously. AI agents are targeted to eliminate roughly 80,000 tickets a year without human intervention.
A unified employee experience layer. EmployeeWorks and HR Service Delivery give roughly 50,000 employees a single conversational AI front door for everyday requests.
Governance built in from the start. AI Control Tower orchestrates agents across FedRAMP environments, keeping models and actions compliant, auditable, and aligned with national security requirements.