ServiceNow launches AI agents to transform workflows across CRM, HR and IT with maximum productivity and impact

THE ServiceNow (NYSE: NOW), an AI platform for business transformation, today announced the launch of Yokohama platform, Expanding your AI agents into CRM, HR, IT and other areas to enhance workflows and drive operational impact. The new capabilities include pre-configured agents designed to deliver productivity and predictability from day one, as well as tools for building, integrating and fully managing the lifecycle of AI agents.

Given that data powers AI, ServiceNow also announced the expansion of the Knowledge Graph, with advancements in 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 “Guardians” monitor and contain the results of AI actions highlighting the need for a coordinated approach to large-scale AI implementation. With Yokohama Release, ServiceNow positions itself as the control tower of enterprise AI agents, eliminating challenges such as data fragmentation, governance gaps, and real-time performance difficulties.

Unlike other standalone AI solutions, ServiceNow AI agents operate on a single integrated platform, ensuring real-time connectivity through the Workflow Data Fabricthis 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. Enterprise 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 AI agentic framework meets this demand by delivering predictability and efficiency from the ground up. 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 results.The new AI agents from ServiceNow are already in the pipeline available and they 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, historical and similar change analyses, ensuring safe execution and minimizing risks.
• Proactive network testing and repair: AI agents operate as standalone solvers, detecting, diagnosing, and correcting failures before they impact network performance.

Ease in managing the life cycle of AI agents

AI Agent Orchestrator and AI Agent Studio are now available with expanded capabilities for full AI lifecycle governance

• Agent onboarding optimization: AI Agent Studio now simplifies agent configuration with guided guidance and natural language commands.
• Improved monitoring and analytics: New analytics dashboards enable detailed monitoring of AI agents usage, quality and operational impact.
• Integration with enterprise KPIs: Workflows are now directly tied to performance indicators, enabling ROI traceability and operational efficiency.

Advances in data integration and contextual intelligence

At the base of the ServiceNow platform is the Workflow Data Fabric, which enables AI-based workflows to seamlessly integrate with an organization's data, regardless of system or source. Workflow Data Fabric enables companies to gain deeper insights through AI-driven contextualization and decision intelligence, while automating manual work and creating process efficiency.

New to Yokohama Release, ServiceNow continues to expand its Knowledge Graph capabilities with enhancements to the Common Service Data Model (CSDM). CSDM provides a standardized model for IT and business service management, enabling fast, secure, and regulatory-compliant technology deployments.By unifying hundreds of technology categories, systems, and processes into a single model, CSDM enables organizations to confidently deploy and scale technology. With this update, customers gain a unique advantage: the ability to orchestrate fluid transitions between AI agents and human agents, ensuring work flows seamlessly between teams.

Availability

• All features announced today are generally available and can be found at ServiceNow Store.
• Learn more about additional agentic workflows at servicenow Blog.

Additional information

• In addition to innovations in AI agents, ServiceNow also announced advancements in automation, governance, and workflow intelligence in Yokohama Release.
• Details on new accessibility features and enhancements to AI governance can be found at servicenow Blog.

*Gartner Press Release, Gartner reveals the top predictions for organizations and IT 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.