A ServiceNow(NYSE: NOW), the AI platform for business transformation, today announced thelaunch of the Yokohama platform, expanding its AI agents across CRM, HR, IT, and other areas to enhance workflows and drive operational impact. New capabilities include pre-configured agents designed to deliver productivity and predictability from day one, as well as tools for building, integrating, and managing the entire lifecycle of AI agents.
As data fuels AI, ServiceNow also announced the expansion of the Knowledge Graph, with advancements to the Common Service Data Model (CSDM), enabling greater connectivity between data sources and improving the efficiency of AI agents.
According to Gartner, by 2028, 40% of CIOs will require “Guardian Agents” to autonomously monitor and contain the results of AI actions, highlighting the need for a coordinated approach to deploying AI at scale. With the Yokohama Release, ServiceNow positions itself as the control tower for enterprise AI agents, eliminating challenges such as data fragmentation, governance gaps and real-time performance challenges.
Unlike other siloed AI solutions, ServiceNow AI agents operate on a single, integrated platform, ensuring real-time connectivity across theWorkflow Data Fabric. This enables companies to manage thousands of AI agents across CRM, IT, HR, finance, and other areas, ensuring centralized visibility and control.
“Agentic AI is the new frontier. Business leaders are no longer just experimenting with AI; they are demanding solutions that deliver productivity at scale,” said Amit Zavery, president, CPO and COO of ServiceNow. “Our leading agentic AI framework meets this demand by delivering predictability and efficiency from the start. By combining agentic AI, data fabric and workflow automation into a single platform, we make it easier to integrate AI into business processes, enabling organizations to measure and drive business outcomes faster, smarter and at scale.”
ServiceNow AI Agents Are Available to Accelerate Productivity at Scale
Business leaders are moving beyond the experimental phase, demanding AI solutions that deliver real-world results. ServiceNow’s new AI agents are now availableavailableand can transform productivity and operational efficiency. Examples include:
- Security (SecOps):AI agents eliminate repetitive tasks and enhance security operations, allowing teams to focus on preventing real threats.
- Autonomous change management:AI agents act as experienced change managers, creating implementation, testing, and rollback plans based on impact analysis, historical data, and similar changes, ensuring safe execution and minimizing risk.
- Proactive Network Testing and Repair:AI agents operate as autonomous troubleshooters, detecting, diagnosing, and correcting faults before they impact network performance.
Ease of managing the lifecycle of AI agents
AI Agent Orchestrator and AI Agent Studio are now available with expanded capabilities for full AI lifecycle governance. Highlights include:
- Optimized agent onboarding: AI Agent Studio now simplifies agent setup with guided walkthroughs and natural language prompts.
- Enhanced monitoring and analytics: New analytics dashboards enable detailed monitoring of the usage, quality, and operational impact of AI agents.
- Integration with business KPIs: Workflows are now directly linked to performance indicators, enabling ROI traceability and operational efficiency.
Advances in data integration and contextual intelligence
At the core of the ServiceNow platform is theWorkflow Data Fabric, which enables AI-powered workflows to seamlessly integrate with an organization’s data, regardless of the system or source. The Workflow Data Fabric enables businesses to gain deeper insights through AI-driven contextualization and decision intelligence, while automating manual work and creating process efficiencies.
New in the Yokohama Release, ServiceNow continues to expand its Knowledge Graph capabilities with enhancements toCommon Service Data Model(CSDM). CSDM provides a standardized model for IT and business service management, enabling rapid, secure, and regulatory-compliant technology deployments. By unifying hundreds of technology categories, systems, and processes into a single model, CSDM enables organizations to deploy and scale technology with confidence. With this update, customers gain a unique advantage: the ability to orchestrate seamless transitions between AI and human agents, ensuring work flows seamlessly across teams. Built-in governance and auditable data provide transparency and confidence, enabling organizations to maintain the pace of innovation while ensuring regulatory compliance.
Availability
- All features announced today are generally available and can be found on ServiceNowStore.
- Learn more about additional agentic workflows inblog da ServiceNow.
Additional information
- In addition to innovations in AI agents, ServiceNow also announced advancements in automation, governance, and workflow intelligence in the Yokohama Release.
- Details on new accessibility features and AI governance improvements can be found in theblog da ServiceNow.
*Gartner Press Release, Gartner Unveils Top Predictions for IT Organizations and Users in 2025 and Beyond, October 22, 2024. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
