How Adobe Uses ServiceNow AI to Resolve IT & HR Cases 30% Faster

Adobe is a global leader in digital media and marketing software, built on a culture of creativity and human expression. With over 30,000 employees worldwide, keeping those employees productive and unblocked is mission-critical. Adobe's Digital Employee Experience team, led by VP Toni Vanwinkle, operates with a clear mandate: make work easier so that people can focus on innovation rather than administrative friction.

The challenge Adobe faced was familiar to large enterprises — fragmented systems, slow case resolutions, and limited IT visibility were creating unnecessary delays. New hires struggled with onboarding, employees waited too long for software access, and IT teams lacked the real-time visibility needed to quickly diagnose and resolve outages. These inefficiencies pulled creative talent away from the work that drives Adobe's business forward.

To address this, Adobe standardized on the ServiceNow AI Platform as the operational backbone for IT, HR, security, workplace services, and customer care. Automated workflows now handle routine requests end-to-end — collecting information, routing approvals, and sending alerts — resulting in 30% faster case resolutions. More than 8,000 IT and HR team members use Now Assist, ServiceNow's generative AI capability, to summarize complex cases and draft resolution notes. Adobe also deployed ServiceNow IT Operations Management (ITOM) to gain a unified view of its global IT landscape, cutting major outage resolution time by 25%.

Looking ahead, Adobe is piloting AI agents to automate email triage, routing high-priority requests to the right teams instantly. This is projected to reduce processing time for incoming requests from two days to under two hours — a 96% improvement in efficiency. The company is also exploring sentiment analysis and AI-driven self-service through ServiceNow AI Experience, enabling employees to interact with a virtual agent for instant answers. The Support Center, powered by ServiceNow HR Service Delivery, already serves as a single destination for IT, HR, hardware, and software needs, with an intuitive interface that lets employees browse and order devices like an e-commerce experience.

For Adobe, the impact extends beyond internal efficiency. Every hour saved translates into better experiences for Adobe's customers. The company and ServiceNow share a commitment to responsible, ethical, and transparent AI — a foundation that Vanwinkle and CMO Rachel Thornton both cite as essential to building technology that employees and customers can trust. Adobe views this partnership as enabling a "golden age of work," where AI makes every task faster, every team more connected, and every employee more inspired.