ServiceNow, a leading AI-powered platform for business transformation, has officially launched the Yokohama platform release, introducing a new generation of AI agents designed to enhance efficiency across various enterprise functions, including CRM, HR, IT, and finance. These AI-driven innovations aim to streamline workflows, increase productivity, and maximize business impact by delivering intelligent automation and real-time decision-making capabilities.
A key aspect of the Yokohama release is the introduction of preconfigured AI agents that deliver immediate value by enhancing enterprise operations through automation, data-driven insights, and intelligent decision-making. These AI agents are built within a unified platform that simplifies their deployment and management, allowing organizations to scale AI adoption effortlessly. In addition to these intelligent automation capabilities, ServiceNow has strengthened its AI agent lifecycle management system, making it easier for businesses to build, onboard, monitor, and refine AI agents over time.
Recognizing that data is the backbone of AI, ServiceNow has also expanded its Knowledge Graph with significant advancements in its Common Service Data Model (CSDM). These improvements help break down barriers between data sources, enabling more interconnected AI agents that can operate with greater contextual awareness. This ensures that businesses can leverage data more effectively to drive intelligent automation across their organizations.
According to Gartner, by 2028, 40% of CIOs will require “Guardian Agents” that autonomously oversee and manage the outcomes of AI-driven actions. This projection underscores the growing need for a strategic, enterprise-wide approach to AI deployment and governance. ServiceNow positions itself as the AI agent control tower for businesses, offering a comprehensive solution that eliminates common AI adoption challenges such as data fragmentation, governance gaps, and real-time performance issues. Unlike AI solutions that function in silos or require complex integrations, ServiceNow’s AI agents operate within a single, enterprise-wide platform. By leveraging Workflow Data Fabric, businesses gain a unified view of workflows, AI processes, and automation strategies, ensuring seamless coordination across various enterprise functions, including IT, HR, CRM, and finance.
Amit Zavery, President, Chief Product Officer, and Chief Operating Officer at ServiceNow, emphasized the transformative nature of agentic AI, stating that enterprise leaders are no longer merely experimenting with AI but actively seeking solutions that deliver productivity at scale. ServiceNow’s approach to agentic AI provides businesses with immediate efficiency and predictability, integrating AI-powered automation, data fabric, and workflow intelligence into a single, cohesive platform. This holistic approach enables organizations to embed AI seamlessly into their operations, driving faster and smarter business outcomes.
With the launch of the Yokohama release, ServiceNow AI Agents are now available to accelerate productivity and streamline operations across various enterprise functions. These intelligent agents enhance automation and efficiency across multiple domains:
Security Operations (SecOps) AI agents revolutionize security operations by managing the entire incident lifecycle. They eliminate repetitive manual tasks, allowing security teams to focus on mitigating real threats swiftly.
Autonomous change management AI agents function as expert change managers by instantly generating customized implementation, testing, and backout plans. These AI agents analyze historical data, assess impact, and optimize execution strategies to minimize risk.
Proactive network test and repair AI agents act as AI-powered troubleshooters that automatically detect, diagnose, and resolve network issues before they disrupt operations. This predictive maintenance capability enhances network reliability and performance.
To ensure businesses can seamlessly integrate and manage AI agents, ServiceNow has also introduced advanced tools such as the AI Agent Orchestrator and AI Agent Studio. These solutions provide organizations with a streamlined approach to managing the entire AI agent lifecycle—from initial development and onboarding to continuous monitoring and optimization.
The AI Agent Studio now includes enhanced onboarding capabilities that simplify AI agent deployment. Organizations can easily design and configure AI agents using natural language descriptions, reducing technical complexity and accelerating time-to-value.
Expanded performance management capabilities within ServiceNow’s agentic AI framework allow businesses to track AI agent usage, measure performance, and assess ROI through an advanced analytics dashboard. By linking AI-driven workflows directly to business KPIs, enterprises can monitor the effectiveness of AI agents in real time.
At the core of ServiceNow’s platform is the Workflow Data Fabric, which enables AI-powered workflows to integrate seamlessly with enterprise data systems, regardless of source or format. The latest advancements in Workflow Data Fabric empower businesses with deeper insights by leveraging AI-driven contextualization and decision intelligence. This integration eliminates manual work, improves process efficiency, and enhances overall business agility.
In the Yokohama release, ServiceNow has further enhanced its Common Service Data Model (CSDM), which provides a standardized framework for managing IT and business services. These improvements enable businesses to implement new technologies with confidence while ensuring compliance and security. By unifying diverse technology categories, systems, and processes under one structured model, CSDM facilitates seamless collaboration between AI and human teams, ensuring work flows smoothly across departments. Built-in governance mechanisms and audit-ready data structures provide transparency, fostering trust while maintaining compliance with regulatory standards.
Industry leaders have already recognized the transformative potential of ServiceNow’s AI-powered solutions. Jason Wojahn, Global Head of Cognizant’s ServiceNow Business Group, highlighted how Cognizant is leveraging agentic AI workflows to enhance efficiency across enterprises. Cognizant was among the first to bring ServiceNow’s Workflow Data Fabric to market, enabling clients to integrate AI seamlessly with their data, boosting productivity and maximizing ROI. With the Yokohama release, businesses can now operate AI agents effortlessly within a connected data environment, driving innovation at scale.
Sentara, one of the largest not-for-profit integrated health systems in the U.S., has also embraced ServiceNow’s AI solutions to enhance operational efficiency and improve patient care. The Sentara ServiceNow Platform Team emphasized that the organization has already experienced significant success in handling operational requests through AI-driven automation. As Sentara continues to expand, it looks forward to exploring how agentic AI can further enhance efficiency and the overall patient experience.
With the Yokohama platform release, ServiceNow is setting a new standard for enterprise AI adoption. By integrating AI agents into a unified, scalable platform, businesses can drive unprecedented levels of automation, streamline complex operations, and unlock new opportunities for growth. The future of AI-powered business transformation is here, and ServiceNow is leading the way with an innovative, enterprise-wide approach to intelligent automation.