ServiceNow has launched the Yokohama platform release, introducing AI agents across CRM, HR, IT, and other business functions. The update includes preconfigured AI agents for faster deployment and improved productivity, along with tools for managing the full AI agent lifecycle.
ServiceNow has also advanced its data solutions to enhance connectivity between AI agents. The company expanded its Knowledge Graph and enhanced its Common Service Data Model (CSDM) to address data fragmentation and improve AI-driven workflows. ServiceNow positions itself as an enterprise-wide AI control platform, integrating AI agents within a single system for seamless coordination.
Amit Zavery, president, chief product officer, and chief operating officer at ServiceNow, said, “Enterprise leaders are no longer just experimenting with AI agents; they’re demanding AI solutions that can help them achieve productivity at scale.” He added that ServiceNow’s approach combines AI, data fabric, and workflow automation within a single platform.
ServiceNow AI Agents are now available for enterprise-wide use. Security Operations AI agents streamline incident management and remove repetitive tasks to help teams focus on high-priority threats. Autonomous change management AI agents analyse historical data to generate implementation, test, and backout plans, reducing risk in change execution. Proactive network test and repair AI agents detect and resolve network issues before they affect performance.
To support AI agent deployment and management, ServiceNow introduced AI Agent Orchestrator and AI Agent Studio. These tools provide enhanced onboarding through guided instructions, enable AI agent performance tracking, and integrate AI-driven workflows with business KPIs.
ServiceNow has also updated its Workflow Data Fabric, which integrates AI-powered workflows with enterprise data. Enhancements to CSDM provide a unified framework for IT and business services, ensuring smooth AI and live agent interactions. Governance and compliance features are built in to maintain transparency and control.
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.”
ServiceNow AI Agents and related capabilities in the Yokohama release are now generally available.
ServiceNow, which provides businesses with outsourced IT and customer service support as well as other digital services, recently acquired business process automation company Moveworks for $2.85 billion in cash and stock. The company positioned the acquisition within the growing market for AI agents capable of performing digital tasks, often by interacting with other software.
