---
title: ServiceNow Brazil Release Highlights
description: "The ten changes in the ServiceNow Brazil release worth a platform owner's attention: Autonomous Engineer, Arc, AI Control Tower, MCP servers, Agent Studio, intelligent approvals, change lockdown, sandboxes and Lux, with what to check before turning each on."
---

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# ServiceNow Brazil Release Highlights

October 25, 2026 · MadeLogic

Brazil reached Early Availability on September 24, 2026, and general availability is expected in November. We have spent the past few weeks reading the release notes end to end, sitting through the Developer Passport sessions, and running the new tooling on a Brazil PDI. This is the short version.

A warning before the list. The release notes for Brazil run to roughly 185 product entries, and most of them are incremental. What makes this release different is where ServiceNow is putting the platform's center of gravity: AI that does the work rather than suggests it, governance to keep that AI on a leash, and a developer toolchain that treats AI-generated and hand-written code the same way. Those three threads run through almost everything below.

## The list.

1. Autonomous Engineer: from a written requirement to a tested update set
2. ServiceNow Arc: a personal agent that lives on the desktop
3. AI Control Tower grows a passport, a policy engine and a kill switch that reaches other clouds
4. Out-of-the-box MCP servers: your ITSM data, reachable from Claude, Copilot or your own agent
5. A redesigned AI Agent Studio, with an advisor that reads your own data
6. Autonomous Workforce: an L1 service desk specialist that resolves tickets and knows when to hand off
7. Intelligent approvals: upload the policy, get the approval rules
8. Change Management gets a lockdown switch, scaled changes and compliance fields without new columns
9. Developer Sandboxes: pooled, self-serve, and four of them free
10. Lux: a new UI framework, and the first apps built on it

01

## Autonomous Engineer: from a written requirement to a tested update set.

Autonomous Engineer sits on top of Build Agent in ServiceNow Studio and works in two phases. In the plan phase you hand it a requirement, either typed or as an uploaded document. It asks clarifying questions, checks your instance for tables, roles and catalog items it can reuse, and produces a plan of work items written as user stories with acceptance and test criteria. Nothing is built until a person approves that plan.

In the build phase it spins up a background agent per work item, builds them in parallel, generates and runs ATF tests for each one, and attempts to fix its own test failures. Anything it cannot resolve is flagged for review. When the plan is complete, the output is an update set for your UAT or production pipeline. It does not deploy to production on its own.

Build Agent itself also changed. The trial version is now installed and on by default on every instance, it receives automatic upgrades from the Store on Brazil Patch 0, Australia Patch 5 and Zurich Patch 12 or later, and it now supports custom rules (standing guardrails such as naming conventions and scope restrictions) and custom skills you can invoke in a session. Autonomous Engineer inherits both.

![Autonomous Engineer's live build dashboard: work items grouped by workstream, each with its own background agent.](https://www.madelogic.com/hubfs/blog/brazil-release/brazil-01.jpg)

Autonomous Engineer's live build dashboard: work items grouped by workstream, each with its own background agent. Image: ServiceNow.

![A completed work item waiting for human sign-off, with its acceptance criteria, generated ATF tests and update set.](https://www.madelogic.com/hubfs/blog/brazil-release/brazil-02.jpg)

A completed work item waiting for human sign-off, with its acceptance criteria, generated ATF tests and update set. Image: ServiceNow.

Before you turn it on

- Autonomous Engineer is a separate Store app and needs the AI Workflow Factory SKU plus a Brazil EA instance. A Build Agent entitlement on its own is not enough.
- Both tools currently require the admin role. If your delegated developers work without admin, you will need a plan before you standardize on this.
- Availability is limited in FedRAMP, DoD IL5, IRAP-Protected and self-hosted environments (see KB0743854 and KB2593939). Confirm before promising it to a regulated customer.
- Treat plan approval as a design review. Check scope, table choices and ACLs before you click Execute. The tool is excellent at a clear, written scope and the wrong choice for requirements that are still forming.

02

## ServiceNow Arc: a personal agent that lives on the desktop.

Arc was announced on October 21 and shows up in the Brazil release notes under its working name, ServiceNow Cowork. It is a long-running personal agent that runs on an employee's Mac (Windows is promised within weeks) or inside an NVIDIA OpenShell runtime. You give it a goal rather than a set of steps; it plans, works across ServiceNow, email, Teams and files, checks its own work, and keeps going until it is done, whether that takes minutes or days.

What makes it enterprise-grade rather than a consumer gadget is the control surface. Administrators set policies with network allowlists, file-type rules, connector scopes and tool gates, targeted to users and groups by user criteria. Approvals can be hard (ask every time) or soft (allow once, or always), and an optional auto-approval classifier can clear routine soft-gate calls against the user's stated goal. Arc registers as a managed AI system in AI Control Tower, which gives you fleet visibility, heartbeat monitoring and a kill switch that revokes credentials and terminates running actions.

Commercially, it is included at no extra cost with the Foundation, Advanced and Prime tiers of EmployeeWorks. Model choice spans Anthropic Claude, OpenAI GPT and Google Gemini, routed through the Generative AI Controller, and user-initiated requests consume assists like everything else.

![Arc triaging open incidents from the desktop, with scheduled and pinned conversations in the sidebar.](https://www.madelogic.com/hubfs/blog/brazil-release/brazil-03.jpg)

Arc triaging open incidents from the desktop, with scheduled and pinned conversations in the sidebar. Image: ServiceNow press materials.

Before you turn it on

- Scripts and commands run in an isolated sandbox on the Mac, with access only to the files the user shares.
- The agent stops after a bounded number of retries and reports a policy block rather than working around it. That is the behavior you want, and it is worth testing before rollout.
- If you have not yet put a governance owner in place for AI agents, Arc is the thing that will force the conversation.

03

## AI Control Tower grows a passport, a policy engine and a kill switch that reaches other clouds.

The inventory now covers AI systems, models, datasets and prompts across ServiceNow and external platforms, with new connectors for Azure AI Foundry, Microsoft Agent 365 and Amazon Quick. Policies can automatically respond to a detected threat or block an agent, model or domain outright, including Explicit Block policies scoped to a department.

Containment is more practical now. A new AI Security Operator role can deactivate an agent without full AI Steward access, and the kill switch can reach agents running on Azure AI Foundry, not only on ServiceNow. The AI Gateway, generally available since September, sits between agents and MCP servers: it centralizes authentication, enforces policy, scans tools for poisoning before they are activated, and logs every tool call.

The piece to watch is AI Passport. Control Tower issues an attested record to each governed agent and MCP server that states what it may do; ServiceNow's October announcement with NVIDIA has OpenShell and BlueField DPUs reading that passport and enforcing revocations at the runtime and hardware layers. That enforcement is slated for a future release, so today it is a direction rather than a feature, but it tells you where the governance model is going.

![An AI Passport record in AI Control Tower: identity, allowed tools and actions, and ownership for a governed agent.](https://www.madelogic.com/hubfs/blog/brazil-release/brazil-04.jpg)

An AI Passport record in AI Control Tower: identity, allowed tools and actions, and ownership for a governed agent. Image: ServiceNow.

![The Control Tower monitor view, with safety, security, productivity and value scores across the agent estate.](https://www.madelogic.com/hubfs/blog/brazil-release/brazil-05.jpg)

The Control Tower monitor view, with safety, security, productivity and value scores across the agent estate. Image: ServiceNow.

Before you turn it on

- Cost tracking now supports sub-vendor rates and per-seat subscription costs, which is what finance will ask for when they want to reconcile AI spend.
- Trace data can be retained for up to 30 days for scoring, or discarded to save storage. Decide this deliberately; discarding also disables AI Skill Kit insights.
- The Veza connector moved to OAuth 2.0 and API-key authentication is deprecated. Upgrade to the redesigned UI per KB3144679.

04

## Out-of-the-box MCP servers: your ITSM data, reachable from Claude, Copilot or your own agent.

Action Fabric was announced at Knowledge, and the MCP Server has been generally available and included in every Now Assist and AI Native SKU since then. Brazil is where the domain-specific servers land. The ITSM MCP Server exposes incident, change, request and on-call operations as tools an external agent can call: get and modify incidents with full business-rule execution, find similar incidents and knowledge semantically, run the change lifecycle including risk calculation and conflict checks, create requests with knowledge deflection and duplicate detection, and look up who is on call or request time off from a shift. ITOM, CMDB, SPM, Contract Management Pro and Service Mapping servers ship alongside it.

Access follows the authenticated user's ACLs and the domain logic runs server-side, so an agent gets the same answer a person would. The MCP Server Console gains a monitoring dashboard, OAuth client registration inside the wizard, a Quickstart server for summarizing incidents and cases, and tool annotations in the tools/list response so clients such as Claude can apply the right permission policy.

For a director, the point is simple. If someone in your organization is building an agent in another tool, this is the supported way for it to act on ServiceNow, with audit and metering, instead of a service account and the Table API.

Before you turn it on

- Headless actions consume the same assist currency as Now Assist. ITOM tool calls, for example, cost one assist each plus any skill they trigger. Model the volume before you open this up.
- Register the MCP clients your teams actually use in AI Control Tower first, then switch the AI Gateway to block unapproved servers at build time.

05

## A redesigned AI Agent Studio, with an advisor that reads your own data.

The build experience is now one canvas: a visual node map of the whole agentic solution, a test conversation panel beside the configuration, and deployment from the same screen. You can add or remove agents and tools on the out-of-box agents without cloning them, which keeps you on the upgrade path.

AI Agent Advisor is the part we expect product owners to use most. It analyzes your actual case, incident and task data, proposes automation opportunities ranked by estimated annual hours and dollars saved, matches each to an existing prebuilt agent where one exists, and lets you create a custom agent from the opportunity in one step. The same opportunities surface in the new AI Admin Center, which also adds an AI readiness assessment, an upgrade readiness pre-check and an assist-consumption view by asset, user and department.

Governance tightened as well. New instances enforce deny-by-default ACLs on agentic record types, runaway agent triggers can be detected and disabled, and MCP servers get security controls defined before they are attached to an agent.

![The redesigned AI Agent Studio home page, with Advisor opportunities ranked by estimated time and cost savings.](https://www.madelogic.com/hubfs/blog/brazil-release/brazil-06.jpg)

The redesigned AI Agent Studio home page, with Advisor opportunities ranked by estimated time and cost savings. Image: ServiceNow.

![The visual node canvas: the agentic workflow, its agents and tools on one screen, editable in place.](https://www.madelogic.com/hubfs/blog/brazil-release/brazil-07.jpg)

The visual node canvas: the agentic workflow, its agents and tools on one screen, editable in place. Image: ServiceNow.

Before you turn it on

- Requires the Otto AI Agents plugin 9.0.8 or later. The legacy Studio is still reachable from the Settings page.
- Administrators cannot currently delete agentic solutions; a fix is promised in a later patch. Be careful with duplicates.
- The Advisor's savings figures are estimates from your data, not a methodology ServiceNow has published. Use them to prioritize, not to build a business case on their own.

06

## Autonomous Workforce: an L1 service desk specialist that resolves tickets and knows when to hand off.

The L1 IT Service Desk AI Specialist is ServiceNow's first autonomous worker for ITSM. Assignment rules route incidents to it; it acts only on requests it is confident it can resolve, proposes a solution directly, and hands anything less certain to a human group. Brazil extends what it can do: it reads attachments such as screenshots, PDFs and error logs, it can resolve an incident by submitting the right catalog request on the user's behalf, and administrators can switch response templates between fixed text and a dynamic mode where the specialist writes work notes and customer comments from free-form instructions.

The monitoring is the part that will matter in a service review. A performance dashboard tracks every record the specialist touches, a Catalog tab shows drafted, submitted, abandoned and canceled requests by item, routing analytics show how many incidents were reassigned because a hand-off rule matched, and an AI Quality Assessment skill scores its work against a coaching rubric so a manager can compare quality over time.

The same foundation is meant to be deployed per team and customized: a configurable name and icon, a role and assignment group that bound what data it can see, and pre-built task configurations with your own routing behavior, templates and knowledge sources, no prompt engineering required.

Before you turn it on

- Licensing is ITSM Prime, with a Prime add-on for CSM customers. ServiceNow's FAQ cites 15 assists per assigned incident.
- Prerequisites include Zurich Patch 10 or Australia Patch 3 and later, Now Assist for ITSM 15.0.10, and Service Operations Workspace 9.2. Domain separation is not supported yet.
- Start it in copilot mode on one or two incident categories with clean knowledge and a measured baseline. Autopilot comes after you trust the hand-off rules.

07

## Intelligent approvals: upload the policy, get the approval rules.

Intelligent approvals takes a policy document, a PDF or a knowledge article, and turns it into approval logic. For each request it either auto-approves, auto-rejects, or steps aside and lets your existing approval workflow run. It sits in front of the hard-coded ask-for-approval step and only falls through when it cannot decide.

The home page for a policy shows a plain-language summary of what the AI understood, an editable trigger (table and condition), a pie chart of how many sample requests it could decide on its own, AI-generated test cases with reasoning, and a list of ambiguous wording in the document that is pushing decisions back to humans. In Brazil you can also build one from a knowledge article, with the policy automatically deactivated when the article is retired, or start one from a conversation with Otto.

![A change request approval policy after analysis: scope, coverage and the share of sample requests the AI can decide.](https://www.madelogic.com/hubfs/blog/brazil-release/brazil-08.jpg)

A change request approval policy after analysis: scope, coverage and the share of sample requests the AI can decide. Frame from ServiceNow's Developer Passport session.

Before you turn it on

- Available on Australia Patch 6 or Brazil Patch 0. Live decisions need Now Assist for Platform (Pro Plus), AI Platform Advanced or Prime.
- Building and testing a policy is free; each automated decision costs 25 assists, per the Developer Passport session.
- Decisions are final once made, and the AI reads only the policy, not historical approvals. Tidy the policy wording first; vague words like 'maybe' send more requests to manual review.

08

## Change Management gets a lockdown switch, scaled changes and compliance fields without new columns.

Three things change managers have asked for in almost every ITSM engagement we have delivered arrive in Brazil. Change lockdown lets a change manager pause all or a subset of in-flight changes during a major incident, a financial close or any critical event; conflict detection flags any change scheduled inside the lockdown and puts it on hold until it is rescheduled. Scaled change generates and coordinates child change records for every affected configuration item, with scheduling intelligence, conflict detection and approvals keeping a large rollout on track.

Compliance dynamic schema stores risk and compliance attributes on a change as name-value pairs in a single field, so regulated teams can capture whether a change touches personal data, needs an audit trail or how long a rollback takes, without adding columns to the Change Request table. The base system ships example categories you can switch off and replace, and the values are readable from risk condition scripts and business rules.

On the AI side, four autonomous change agents are now available: creating a structured change from conversational input, suggesting the primary and affected CIs, drafting change plan fields during readiness, and picking the right template and model from historical data. State field policies for change models, which make fields mandatory or read-only per state, round it out.

Before you turn it on

- The change agents are part of ServiceNow Otto for ITSM and consume assists. The lockdown, scaled change and dynamic schema features are platform changes with no AI entitlement needed.
- If you have customized the Change Request table with compliance columns, dynamic schema is your path back to a cleaner data model at the next upgrade.

09

## Developer Sandboxes: pooled, self-serve, and four of them free.

Developer Sandboxes give each developer an isolated environment on top of a single sub-production instance, so parallel stories do not collide. Allocation is now instant because sandboxes are pre-created in a pool and refreshed every 24 hours, instead of being provisioned on demand in 15 to 60 minutes. And licensing is self-serve: sandbox packs are assigned from a new Developer Sandboxes tab in App Engine Management Center, without a support case, with a dedicated license admin role so you do not need to hand out full admin.

Every non-production instance now gets four free sandboxes, usable alongside purchased packs up to a cap of 34. Update set sources are configured automatically in both directions when a sandbox is created and removed when it is retired, and new REST APIs let you list, create, get and retire sandboxes from CI/CD or an MCP server.

![The Developer Sandboxes tab in App Engine Management Center, with free and purchased packs and per-instance availability.](https://www.madelogic.com/hubfs/blog/brazil-release/brazil-09.jpg)

The Developer Sandboxes tab in App Engine Management Center, with free and purchased packs and per-instance availability. Frame from ServiceNow's Developer Passport session.

Before you turn it on

- Sandbox URLs are now random strings and no longer match the display name. Update bookmarks and scripts.
- Data generation profiles and templates were removed in Brazil. If you relied on them, you need a replacement.
- Sandboxes are short-lived by design and work best with Fluent and source control, not update sets alone. They are not a substitute for a proper test instance.

10

## Lux: a new UI framework, and the first apps built on it.

Lux is ServiceNow's new UI framework, built on LIT, Base UI and Tailwind rather than the Angular 1 and Bootstrap 3 lineage that underpins Service Portal. Pages render on the server and stream to the browser, routing is file-based, widgets are Lit elements written once and reused across surfaces, and deployment is through the ServiceNow SDK. The practical consequence for hiring is that front-end developers from the wider market can be productive on it.

Brazil is where you start to see Lux in production surfaces: AI Control Tower, the EmployeeWorks web app, the redesigned ServiceNow Studio home page, and the new opt-in Flow Designer. That Flow Designer ships with the Flow Troubleshooting Agent, which investigates a flow that ran without errors but did the wrong thing, traces the data through each step, finds the business rule or configuration that conflicted, and hands back evidence with links to the records. It also lets you edit a step's inputs mid-execution in the debugger to reproduce an edge case.

Studio also absorbed the pro-code capabilities of the standalone IDE. New conversations start from the home page, you can right-click any record or configure menu and open it in Studio, source control is rebuilt with proper staging and sync, and you can view and edit the raw Fluent source of an app that has been converted. The Now SDK added five Fluent APIs (RestMessage, Alias, AliasTemplate, RetryPolicy, DataLookup), declarative record deletion and a now-sdk cicd command for pipelines.

![The new Lux-based ServiceNow Studio home page, with the Build Agent and Autonomous Engineer mode switch.](https://www.madelogic.com/hubfs/blog/brazil-release/brazil-10.jpg)

The new Lux-based ServiceNow Studio home page, with the Build Agent and Autonomous Engineer mode switch. Image: ServiceNow.

![The Flow Troubleshooting Agent explaining an unexpected auto-approval, with the suspected business rules linked.](https://www.madelogic.com/hubfs/blog/brazil-release/brazil-11.jpg)

The Flow Troubleshooting Agent explaining an unexpected auto-approval, with the suspected business rules linked. Frame from ServiceNow's Developer Passport session.

Before you turn it on

- Lux general availability, full documentation and PDI access are planned for Q4 2026, with the platform rollout running into early 2027. Do not ship Lux experiences to production before GA.
- Service Portal, UI Builder and Workspaces are not being deprecated. A requester-experience migration path is not expected before early 2027.
- The Flow Troubleshooting Agent needs the system property com.glide.hub.flow.launch\_troubleshooting\_agent and the new Flow Designer UI, and it is not yet on PDIs. Treat its recommendation as a strong hypothesis, not a fix.

## Also worth knowing.

- Now Assist is now ServiceNow Otto. The Now Assist and Moveworks experiences are renamed across the product line; entitlements are unchanged, but expect plugin and product names to look different after upgrade.
- Collaborative Work Management can generate a board full of tasks or stories from a meeting note, planning document or prompt, and split any task into child tasks inline. Boards also gain a Dashboard tab with sprint burnup and burndown. Requires CWM Advanced or Professional Plus for the Otto features.
- Employee Slate for ITSM adds live outage and maintenance status to the home page, a tech lounge with walk-up queues and appointment booking, and the ability to ask Otto to summarize current outages.
- Strategic Portfolio Management can export project status reports straight to PowerPoint from templates you define.
- Kubernetes Visibility Agent adds SBOM generation with Syft and FIPS 140 images. The legacy Kubernetes discovery API is deprecated and will be removed, so plan the move now.
- Deprecations to note: prebuilt ITSM Virtual Agent topics and ITSM Virtual Agent Lite are headed for retirement, Service Graph Workspace is merged into CMDB Workspace, and findOrCreateRelationshipType() is replaced by findCIRelationshipType().
- A Latin American Spanish language pack (com.snc.i18n.latam\_spanish) is new for Mexico and Latin America.

![Otto generating a board of tasks in Collaborative Work Management from a pasted brief or uploaded document.](https://www.madelogic.com/hubfs/blog/brazil-release/brazil-12.jpg)

Otto generating a board of tasks in Collaborative Work Management from a pasted brief or uploaded document. Image: ServiceNow.

## What we would do with this before GA.

Upgrade a sub-production instance to Brazil EA and run your regression suite; the Build Agent auto-upgrade and the Otto rename alone are worth seeing before November. Put a governance owner and an AI Control Tower policy in place before anyone installs Arc. Pick one approval policy and one L1 incident category as the first paid-AI experiments, with a baseline measured before you start. And if your developers are still working in a shared dev instance, claim the four free sandboxes.

If you want a second set of eyes on any of this, our Platform Health Check is built for exactly this moment: an architect reads your instance against the release and tells you what to turn on, what to leave alone, and what to fix first.

[Contact us →](https://www.madelogic.com/contact)

### Sources.

- ServiceNow Brazil release notes: Highlights, New features and products, and Changes summaries (docs.servicenow.com, updated October 8, 2026)
- ServiceNow Community: Top features in Brazil release, Parts 1 and 2 (October 14, 2026)
- ServiceNow Community: Introducing Autonomous Engineer (September 24, 2026); Reimagined AI Agent Studio, September 2026 release; CWM Brazil updates; L1 IT Service Desk AI Specialist FAQ; What's new in AI Control Tower for August and September 2026
- ServiceNow Developer Passport, Brazil release sessions (September 14–18, 2026): Studio, Experiences (Lux), Developer Sandboxes, Intelligent Approvals, Two new ways to debug flows, Now SDK and Fluent
- ServiceNow Newsroom: Arc and NVIDIA policy enforcement announcement (October 21, 2026); Action Fabric and MCP Server announcement (May 5, 2026)
- ServiceNow SDK release notes on GitHub (versions 4.8 to 4.10)

Product names, availability and entitlements are ServiceNow’s and may change before general availability. Screenshots are ServiceNow’s and are reproduced for commentary. MadeLogic is a registered ServiceNow partner.

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