ServiceNow, the AI platform for business transformation, has announced the Yokohama platform release, introducing new AI agents across CRM, HR, IT, and more, enabling faster, smarter workflows and delivering maximum, end-to-end business impact. These latest innovations include teams of preconfigured AI agents that enhance productivity and ensure predictable outcomes from day one, all on a single platform. Additionally, new capabilities allow businesses to build, onboard, and manage the entire AI agent lifecycle seamlessly. Since data is the driving force behind AI, the company has also expanded its Knowledge Graph, enhancing its Common Service Data Model (CSDM) to break down barriers between data sources, enabling more connected AI agents.
According to Gartner, “By 2028, 40% of CIOs will demand ‘Guardian Agents’ be available to autonomously track, oversee, or contain the results of AI agent actions,” highlighting the growing need for a coordinated, enterprise-wide approach to AI deployment and management.
As businesses accelerate their efforts to unlock the full potential of agentic AI, ServiceNow acts as the AI agent control tower for enterprises, offering solutions that eliminate common obstacles such as data fragmentation, governance gaps, and real-time performance challenges. Unlike other AI providers that operate in silos or require complex integrations, ServiceNow AI Agents are built on a single, enterprise-wide platform, ensuring seamless data connectivity with Workflow Data Fabric.
By providing a unified view of workflows, AI, and automation, ServiceNow enables organisations to efficiently coordinate thousands of AI agents across CRM, IT, HR, finance, and beyond, offering total enterprise-wide visibility and control.
“Agentic AI is the new frontier. Enterprise leaders are no longer merely experimenting with AI agents; they are demanding AI solutions that deliver productivity at scale,” stated Amit Zavery, president, chief product officer, and chief operating officer at ServiceNow. “ServiceNow’s industry-leading agentic AI framework addresses this need by delivering predictability and efficiency from the outset. By combining agentic AI, data fabric, and workflow automation within a single platform, we are making it easier for organisations to embed connected AI where work happens, while simultaneously measuring and accelerating business outcomes—faster, smarter, and at scale.”
ServiceNow AI Agents: Driving Productivity at Scale
Enterprise leaders are moving beyond experimentation, demanding AI solutions that drive tangible outcomes. ServiceNow’s AI capabilities generate insights that enhance AI agent reasoning, planning, learning, and orchestration, equipping businesses to achieve impactful goals more rapidly.
New ServiceNow AI Agents are now available to help businesses accelerate productivity, streamline operations, and drive meaningful enterprise-wide results. Examples include:
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Security Operations (SecOps) AI agents transform security operations by streamlining the entire incident lifecycle, eliminating repetitive tasks, and enabling SecOps teams to focus on quickly mitigating real threats.
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Autonomous change management AI agents function as seasoned change managers, instantly generating custom implementation, test, and backout plans by analysing impact, historical data, and similar changes—ensuring seamless execution with minimal risk.
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Proactive network test & repair AI agents operate as AI-powered troubleshooters, automatically detecting, diagnosing, and resolving network issues before they impact performance.
Simplifying AI Agent Management for a Streamlined Lifecycle
ServiceNow AI Agent Orchestrator and AI Agent Studio are now generally available with expanded capabilities to govern the complete AI agent lifecycle—from building AI agents to onboarding and monitoring their performance, ensuring enterprises derive maximum value. These enhancements include:
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Enhanced onboarding capabilities via AI Agent Studio to streamline the setup process with guided instructions, making it easier than ever to design and configure new AI agents using natural language descriptions.
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Expanded performance management features within ServiceNow’s agentic AI framework, including an analytics dashboard for visualising AI agent usage, quality, and value. Agentic AI workflows are seamlessly aligned with business KPIs, allowing administrators to track AI agent performance and return on investment more effectively.
Connecting, Understanding, and Acting on Data with Advanced Solutions
At the core of the ServiceNow Platform is Workflow Data Fabric, enabling AI-powered workflows that integrate seamlessly with an organisation’s data, regardless of system or source. Workflow Data Fabric empowers businesses to gain deeper insights through AI-driven contextualisation and decision intelligence while automating manual tasks and improving process efficiency.
With the Yokohama release, ServiceNow continues to expand its Knowledge Graph data capabilities with enhancements to its Common Service Data Model (CSDM). CSDM provides a standardised framework for managing IT and business services, accelerating rapid, secure, and compliant technology deployments.
By unifying hundreds of technology categories, systems, and processes under one clear model, CSDM empowers organisations to implement and scale technology with confidence. This latest update provides a unique advantage—seamless hand-offs between AI and live agents, ensuring work flows effortlessly across teams. Built-in governance and audit-ready data provide transparency and trust, allowing businesses to maintain the pace of innovation while ensuring compliance.
