Moveworks
AI IT support agent that resolves employee tickets, now owned by ServiceNow.
On the record
Checkpoint: ServiceNow Q2 2026 earnings call, first full quarter commentary on Moveworks/Otto contribution
The call
Moveworks now runs inside ServiceNow's much bigger system, safe from going out of business but fading as its own product name.
Moveworks is software that uses AI to answer employee questions about IT issues, like password resets or software access, without making them call the help desk. It is hard to copy because ServiceNow owns hundreds of connections to other systems employees use every day, and Moveworks has learned patterns from 500 million past IT tickets. However, Microsoft and Salesforce are building their own AI assistants that can do simple question answering, and ServiceNow could also absorb Moveworks' features into its main product, which would erase Moveworks as a separate thing. The real test is whether mid-size companies keep paying for Moveworks as its own product or just use Microsoft's free AI tools instead.
Why
01
AI pressure: Microsoft Copilot (E5 bundling). Copilot bundled free into E5 licenses lets mid-market buyers skip a $130k/year standalone deal for basic ticket deflection. Could AI do the core job? Only partly.
02
Bigger players: ServiceNow (parent company). ServiceNow bought Moveworks for $2.85B in Dec 2025 and folded it into Otto and EmployeeWorks branding by Feb 2026, risking its standalone identity. Could a giant copy it? Probably.
03
What protects it. 500 million historical tickets training its MoveLM model plus 100+ deep connectors into Workday, ServiceNow, and Salesforce that took years to build.
What would change this call
ServiceNow quarterly earnings call stops naming Moveworks/Otto/EmployeeWorks as a distinct product driver. Indicates internal deprioritization or absorption into undifferentiated ServiceNow platform commentary.
Microsoft announces Copilot enterprise bundling depth/adoption inside E5 or Microsoft 365 in 2026. Shows whether mid-market buyers stop paying standalone fees for Moveworks-style deflection.
Gartner Magic Quadrant update on AI Applications in ITSM changes Moveworks' Challenger ranking. Independent signal of whether Moveworks is gaining or losing competitive standing versus Glean, Aisera, Kore.ai.
Microsoft announces Copilot enterprise bundling depth/adoption inside E5 or Microsoft 365 in 2026. Shows whether mid-market buyers stop paying standalone fees for Moveworks-style deflection.
Gartner Magic Quadrant update on AI Applications in ITSM changes Moveworks' Challenger ranking. Independent signal of whether Moveworks is gaining or losing competitive standing versus Glean, Aisera, Kore.ai.
Key numbers
- Acquired by ServiceNow for $2.85B
- 5.5M employee end-users, 250 shared customers
- Median deal size around $130,000/year
Named risks
- Standalone Moveworks brand absorbed into ServiceNow Otto/EmployeeWorks naming.
- Frontier models (Copilot, Gemini) commoditize shallow conversational deflection.
- Crowded competitive field of Glean, Aisera, GoSearch, Kore.ai pressures pricing power.
- No independently disclosed revenue post-acquisition reduces financial transparency.
- Gartner rates Moveworks a Challenger, not a Leader, in its own category.
Rivals, as read in July 2026
| Rival | Direction | Evidence |
|---|---|---|
| Microsoft Copilot | gaining on | E5/M365 bundling threatens to commoditize shallow deflection layer as of 2026 |
| Glean | contesting | Positioned as leading 'Work AI' enterprise search alternative through 2026 |
| Aisera | contesting | Backed by Automation Anywhere, offers cross-functional AI Service Experience platform in 2026 |
| Salesforce Agentforce | contesting | Bundles agentic assistant capability into broader enterprise suite as of 2026 |
| ServiceNow (parent) | gaining on | Absorbed Moveworks into Otto/EmployeeWorks branding starting Feb 26, 2026 |
Questions people ask
- Who owns Moveworks now?
- Moveworks became a wholly owned subsidiary of ServiceNow (NYSE: NOW) after the acquisition closed on December 15, 2025 for $2.85B in cash and stock, described by ServiceNow as the largest acquisition in its history.
- Is Moveworks profitable?
- No standalone profitability figures are disclosed. Moveworks' revenue is now folded into ServiceNow's consolidated subscription revenue since the December 15, 2025 acquisition closed, so independent profit/loss data is no longer separately reported.
- Could AI replace Moveworks?
- Frontier models like Microsoft Copilot and Google Gemini can replicate simple conversational deflection, but Moveworks' 100+ deep enterprise integrations, proprietary MoveLM training data (500M tickets), and ServiceNow's workflow lock-in insulate deeper functions as of 2026.
- Who is Moveworks' biggest competitor?
- Closest rivals in agentic enterprise AI assistant and search are Glean, Aisera (owned by Automation Anywhere), GoSearch, Kore.ai, and hyperscaler bundles like Microsoft 365 Copilot and Salesforce Agentforce, all shipping comparable features as of 2026.
- What happened to the Moveworks product name?
- On February 26, 2026, ServiceNow launched 'Autonomous Workforce' and 'ServiceNow EmployeeWorks,' combining Moveworks tech with ServiceNow's workflow engine under a unified 'ServiceNow Otto' branded experience, two months after the acquisition closed.
- How big was Moveworks when ServiceNow bought it?
- At the December 15, 2025 acquisition close, ServiceNow cited 5.5 million employee end-users and roughly 250 joint/mutual customers shared between the two companies, with about 90% of Moveworks customers deployed to their entire employee base.
Timeline
- 2026-02-26ServiceNow launches Autonomous Workforce, EmployeeWorks, and Otto branding incorporating Moveworks
- 2025-12-15ServiceNow completes acquisition of Moveworks for $2.85B, its largest deal ever
- 2025-03-10ServiceNow announces definitive agreement to acquire Moveworks for $2.85B
- 2023Moveworks releases proprietary LLM MoveLM trained on six years of support data
- 2023Moveworks named to Deloitte's Technology Fast 500 with 860% growth rate
- 2021-06Moveworks raises $200M Series C at $2.1B valuation
- 2019Moveworks comes out of stealth
- 2016Moveworks founded in Mountain View, California
Revision history
20 July 2026
First assessed. Defensible for now. The text above is fixed as of this date and is not edited afterwards.
In the same band
Sources
- ServiceNow completes acquisition of Moveworks (2025-12-15)
- $100M ARR, $2.1B Valuation (2026-07-02)
- Report: Moveworks Business Breakdown & Founding Story
- Moveworks Platform Integrations for Enterprise-Wide Support (2026-05-28)
- How BambooHR Reduced Ticket Volume by 30%, Using AI (2025-06-16)
- ServiceNow launches Autonomous Workforce... adds Moveworks to the ServiceNow AI Platform (2026-02-26)
- Employee Data and Trends for Moveworks
- The 8 best Moveworks alternatives in 2026 (2026-07-14)
- Moveworks Raises $200 Million in Series C