Lenovo is moving enterprise device support from reactive to predictive. It uses continuous device telemetry and ServiceNow's AI Control Tower as the governing layer. The shift became public at Knowledge 2026. That is when Lenovo announced an expanded multi-year agreement with ServiceNow. Lenovo is one of the first partners running AI Control Tower in practice.
TL;DR
- -Lenovo built its xIQ Digital Workplace platform on ServiceNow, pairing device telemetry with AI Control Tower to fix issues before users notice them.
- -Lenovo attributes up to 40% of issues resolved proactively and up to 30% lower IT costs to internal testing — not verified customer deployments.
- -If you run a large device estate across many countries, check whether your telemetry actually feeds your service management layer before evaluating this approach.
The Problem It Targets
Rakshit Ghura is Vice President and General Manager of Digital Workplace Solutions at Lenovo. He says large device estates are fragmented by design. Multiple parties handle different service elements. Add a 20-to-30-country footprint and complexity grows fast.
Employees today face three bad options. They live with productivity problems, try to fix them alone, or call IT support. Ghura argues that none of these is optimal. Most organizations already generate the telemetry needed to avoid all three.
What the Joint Platform Does
Lenovo's xIQ Digital Workplace platform is built on ServiceNow. It combines Lenovo's device intelligence with ServiceNow's AI Control Tower, Workflow Data Fabric, Technology Provider Service Management, and workflow orchestration.
The platform reads telemetry continuously. When it detects a problem, it can trigger automated remediation before the user notices. Ghura puts the saving at 20 to 30 minutes per person per week. That figure is his own. It has not been independently verified.
Lenovo also publishes broader numbers. They include up to 30% lower IT support costs, up to 50% faster onboarding, up to 30% better employee experience, and up to 40% of issues resolved before affecting users. Lenovo ties all of these to internal testing, not customer deployments. Treat them as directional targets.
Why AI Control Tower
Lenovo chose ServiceNow partly for reach. ServiceNow is present in 85% of Global 2,000 organizations. That made it a natural fit for Lenovo's enterprise client base.
The deeper reason is agent governance. Ghura expects future workplaces to run AI agents alongside human workers. Employees may even create their own digital twins. AI Control Tower is Lenovo's chosen layer for managing and governing that multi-agent environment.
Most Lenovo enterprise clients are already running multiple LLM models and multiple agentic frameworks with no unified control layer. ServiceNow expanded AI Control Tower at Knowledge 2026 to cover discovery, observation, governance, security, and measurement. The measurement dimension adds cost tracking aimed at token spend. ServiceNow's acquisition of Veza pushed identity governance into the same layer.
What Is Still Evolving
Ghura is direct: the AI Control Tower product is still evolving. His top request is token optimization. Token costs can surpass the cost of human agents when left unmanaged. The source text ends before his full answer, so the current state of that capability is unknown.
Decision Point
IT and operations leaders should separate two questions. First, does your telemetry pipeline connect to your service management layer today? Most estates generate the data. Few route it into automated action. Second, do you have a governance framework for the AI agents already running in your environment?
The performance claims come from Lenovo's own testing. Ask any vendor for deployment data from organizations with a comparable estate size and geography before committing production workflows.
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