Alongside the subscription, Moveworks sells fixed-scope services that help a customer configure and extend the platform, and since December 2025 it is part of ServiceNow. Both topics create entitlements that an asset manager can lose track of: service hours that expire, tiers whose scope depends on the product licence, and configuration sets that repeat for each ServiceNow environment. This article describes the services and the ServiceNow relationship as documented on 2026-10-13.
Packaged services
Moveworks publishes three service descriptions, each effective May 5, 2026. They share a structure: Moveworks consultants work with the customer’s subject matter experts to deliver a defined scope, the customer’s organisation is accessed remotely, and the customer must separately hold a Moveworks subscription for the product the service covers.[1][2][3]
Agentic AI Evolve
Agentic AI Evolve is an advisory service delivered as a bank of hours. The tiers are Tier 1 with up to 120 hours, Tier 2 with up to 240 hours and Tier 3 with up to 360 hours, each over a 12-month duration.[1] The hours are called Purchased Hours and are averaged across the annual term in the order’s term, up to a monthly figure that Moveworks will not exceed unless it agrees.[1] Each month the parties review the service requests logged in the MyMoveworks portal, agree their priority and Moveworks provides a monthly hours-burned report.[1] Requests may include leading practices and advice for the customer’s bot solution and its design and configuration, and Moveworks performs the work on the sub-production organisation where applicable, with production activity only with the customer’s consent.[1]
The service description states that it contains no contractually defined deliverables, that the customer is responsible for decisions taken on Moveworks’ advice, and that the services are performed within a standard business day of eight hours between 8 a.m. and 6 p.m. on weekdays in local time.[1] It is not available to customers hosted in certain regulated environments, to self-hosted environments or to managed service providers, except for their internal use, but it is available to customers hosted in Moveworks’ AWS GovCloud and FedRAMP Moderate environments.[1]
The monthly report is the licence-management control: hours not consumed are lost. See Purchased Hour (Agentic AI Evolve).
Agentic AI Implementation
Agentic AI Implementation configures a bot and its integrations. The service is described in three tiers that differ in the number of integrations, plugins and support items.[2]
| Scope | Tier 1 | Tier 2 | Tier 3 |
|---|---|---|---|
| Bot configurations | 1 | 1 | 1 |
| Enterprise Search integrations | up to 5 | up to 7 | up to 10 |
| Service Management integrations | up to 1 | up to 2 | up to 3 |
| Provision Management integrations | up to 1 | up to 2 | up to 2 |
| Agent Studio plugins built | up to 1 | up to 2 | up to 3 |
| Discovery and planning workshop | no | no | up to 2 days |
| Change Management support | no | included | included |
| Estimated duration | 10 weeks | 12 weeks | 12 to 14 weeks |
A footnote states that the customer’s product licence entitlements determine the available integrations.[2] This links the services order to the subscription: a tier that offers up to ten Enterprise Search integrations delivers only those the customer has bought. The service runs through Initiate, Plan, Execute, Deliver and Close phases. It produces a Skills Assessment document that sets out the proposed configuration, uses user testing of up to two weeks in which Moveworks fixes and retests priority-zero and priority-one defects, and hands lower-priority defects to the customer as a backlog.[2] The customer provides a minimum of ten testers, designs the bot including its name and avatar, and approves go-live; Moveworks connects to one level of pre-production environment during configuration.[2]
Moveworks Sandbox Configuration
The sandbox service is limited to one sandbox configuration.[3] Moveworks creates a new sandbox organisation and configures a sandbox bot according to discovery findings, reviewing which skills and functionality are reconfigured, such as knowledge ingestion, user identity, ticketing setup, forms, handoffs, permissions, approvals, channel resolver and Moveworks for Web.[3] The customer provides a minimum of ten designated testers and a contractor account, and Moveworks offers up to five days of post go-live support.[3] Whether a sandbox organisation consumes any subscription quantity is not stated in the service description, so an asset manager should confirm it with the Order Form.
Terms shared by the services
All three service descriptions carry the same commercial conditions. Orders are non-cancellable and non-refundable, cannot be used for other services, and are not subject to acceptance. Services must be consumed within 12 months of the Order Form effective date, services not listed are not included, and any unused services expire with no credit or refund.[1][2][3] Where a customer buys directly, fees are those on the Order Form, and the service description is governed by the Moveworks, LLC Customer Agreement or by a written master agreement; in an inconsistency, the service description controls for the packaged services.[1] Travel is normally avoided, but if agreed, reasonable travel, meals and living expenses are billed at actual cost, and Moveworks may use employees or subcontractors who may process Customer Data to deliver the service.[1][2] The customer gives Moveworks a perpetual, royalty-free right to use suggestions and feedback from the customer and its users.[1] See Packaged services consumption window.
Practical consequences for tracking: a services order has a start date, a 12-month expiry and, for Evolve, an hour balance. A services order that is not scheduled in the first quarter after signature risks expiring unused, and there is no refund mechanism.
The ServiceNow acquisition
On December 15, 2025 the Moveworks chief executive announced that Moveworks had been acquired by ServiceNow, calling it the largest acquisition in ServiceNow’s history. The post states that the platform served over 350 enterprise customers and over 5.5 million employees, and that the two companies had over 250 joint customers.[5] It tells customers on the ServiceNow platform to expect tighter integration, and those who use Moveworks independently that they will continue to have the full capabilities of the Moveworks AI Assistant, with more innovation to come.[5]
Two consequences follow for contracts. First, the Customer Agreement lets either party assign the agreement without consent to a successor to all or substantially all of its assets or business related to the agreement, so a customer does not hold a consent right over a change of control or an internal reorganisation of the contracting entity.[4] Second, the contracting entity named in current documents is Moveworks, LLC, which the service descriptions identify as successor in interest to Moveworks, Inc.[1] A customer should confirm that its Order Form names the right entity and keep a record of the date on which it changed.
EmployeeWorks and ServiceNow Otto
At ServiceNow Knowledge 2026 ServiceNow introduced ServiceNow Otto, which the press release describes as a new AI experience combining Now Assist, Moveworks and AI Experience. It says Otto can first be experienced in ServiceNow EmployeeWorks and the AI Control Tower, and that it will be rolled out across all products in the year ahead.[6] The Moveworks site presents a Moveworks for ServiceNow customers page, and its documentation includes an implementation track for ServiceNow.[10][7]
The Moveworks documentation for EmployeeWorks Web App states that it is not a standalone product but a surface on top of a configured Moveworks platform, and lists its prerequisites: Employee Center entitlement on the ServiceNow instance, ServiceNow Zurich Patch 9 or later, and a Moveworks licence.[7] For licensing, that makes a ServiceNow entitlement and a Moveworks licence two items to be reconciled separately. How ServiceNow itself prices and bundles Moveworks capability is covered in ServiceNow’s own documents and in ServiceNow product tiers and packages and ServiceNow Now Assist licensing; the Moveworks documents reviewed do not describe it.
One configuration set per ServiceNow environment
The documentation gives a rule that has cost implications: a connector is bound to the instance URL it was created with, and one Moveworks configuration set serves one ServiceNow environment.[8] Connector, identity, knowledge, forms and ticketing configuration, and the EmployeeWorks Web App experience configuration, are completed once per ServiceNow environment, whereas tenant access, single sign-on, roles and permissions, the bot access rule, the single bot account and plugin management toggles are once per Moveworks tenant.[7][8] A tenant connected to development, test and production instances therefore needs three sets. The documentation does not say that extra environments need extra subscriptions, but a services order such as the Implementation tiers, which connect to one level of pre-production environment, covers only that scope.[2] See ServiceNow environment configuration set.
Generative AI subprocessors
The hosting subprocessor list, last updated and effective on 11 August 2026, names for the US data centre Amazon Web Services for infrastructure, Microsoft for machine learning model training, inference and generative AI, OpenAI for generative AI, Snowflake for data warehousing, Cloudinary, Datadog and Google for infrastructure, generative AI and office applications.[9] The Data Processing Addendum generally authorises Moveworks to engage sub-processors, refers to this page as the current list, and gives the customer an objection route when a new sub-processor is added.[11] For a vendor-risk record the page is therefore the source to check at each renewal, since the generative AI providers that process customer data are named there rather than in the Customer Agreement.
What to record
Record each services order with its tier, Order Form effective date, expiry date after 12 months and, for Evolve, the hour balance from the monthly report. Record which Moveworks entity and which ServiceNow entitlements are in force, the number of ServiceNow environments connected to each tenant, and whether the customer holds a separate Moveworks licence for each EmployeeWorks deployment. Moveworks licensing summarises the whole structure, and Moveworks Customer Agreement and channel terms covers the underlying contract.