A ServiceNow(NYSE: NOW), AI platform for business transformation, announced today thelaunch of the Yokohama platform, expanding your AI agents in CRM, RH, IT and other areas to enhance workflows and boost operational impact. The new features include pre-configured agents, designed to deliver productivity and predictability from day one, in addition to tools for creation, integration and complete management of the AI agents' lifecycle
Given that data feeds the AI, ServiceNow also announced the expansion of the Knowledge Graph, with advances in the Common Service Data Model (CSDM), allowing greater connectivity between data sources and improving the efficiency of AI agents
According to Gartner, until 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 large-scale AI implementation. 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 difficulties
Different from other isolated AI solutions, the AI agents of ServiceNow operate on a single integrated platform, ensuring real-time connectivity through theWorkflow Data Fabric. This allows companies to manage thousands of AI agents in CRM, IT, RH, 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 provide productivity at scale,"said Amit Zavery", president, CPO and COO of ServiceNow. "Our leading agentic AI framework meets this demand by providing predictability and efficiency from the start". By combining agentic AI, data fabric and workflow automation on a single platform, we facilitate the integration of AI into business processes, allowing organizations to measure and drive business results more quickly, intelligent and at scale.”
ServiceNow AI Agents Are Available to Accelerate Productivity at Scale
Business leaders are going beyond the experimental phase, demanding AI solutions that deliver real results. The new AI agents from ServiceNow are alreadyavailableand 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 plans, tests and reversal based on impact analyses, historical and similar changes, ensuring safe execution and minimizing risks
- Proactive Network Testing and Repair:AI agents operate as autonomous problem solvers, detecting, diagnosing and correcting failures before they impact network performance
Ease of managing the lifecycle of AI agents
The AI Agent Orchestrator and the AI Agent Studio are now available with expanded capabilities for complete governance of the AI lifecycle. Highlights include
- Optimization of agent onboarding: The AI Agent Studio now simplifies agent setup with guided instructions and natural language commands
- Enhanced monitoring and analysis: New analysis dashboards allow for detailed monitoring of usage, quality and operational impact of AI agents
- Integration with business KPIs: Workflows are now directly linked to performance indicators, allowing traceability of ROI and operational efficiency
Advances in data integration and contextual intelligence
At the core of the ServiceNow platform is theWorkflow Data Fabric, that allows AI-based workflows to seamlessly integrate with an organization's data, regardless of the system or source. The Workflow Data Fabric enables companies to gain deeper insights through AI-driven contextualization and decision intelligence, while automating manual tasks and creating efficiency in processes
News in the Yokohama Release, ServiceNow continues to expand its Knowledge Graph capabilities, with improvements in theCommon Service Data Model(CSDM). The CSDM provides a standardized model for managing IT and business services, allowing rapid technological deployments, safe and compliant with regulations. By unifying hundreds of technological categories, systems and processes in a single model, CSDM allows organizations to implement and scale technology with confidence. With this update, customers gain a unique advantage: the ability to orchestrate seamless transitions between AI agents and human agents, ensuring that work flows smoothly without interruptions between teams. Integrated governance and auditable data provide transparency and trust, allowing companies to keep up 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 reveals the main predictions for organizations and IT users in 2025 and beyond, October 22, 2024. GARTNER is a registered trademark and a service mark of Gartner, Inc. e/ou de suas afiliadas nos EUA e internacionalmente e é usada neste documento com permissão. All rights reserved
