ServiceNow Unveils Yokohama Release: Expanding AI Agent Capabilities Across Enterprise Functions

For ServiceNow, workflow means AI agents whenever possible

Yokohama release also adds meta-observabiilty and takes a tilt at CRM ServiceNow has for years used the example of employee onboarding to explain the power of its wares, pointing out that a lot of people around an organization are needed to get new hires on the payroll, registered with HR, equipped with a computer, and assigned appropriate permissions to access applications. If any of the people responsible for those chores drop the ball, new hires can spend their first days or weeks sitting on their hands. ServiceNow's SaaS-y workflow aims to instead put enrollment chores on relevant people's to-do lists and make sure new hires can quickly get to work with all the requisite tools. ServiceNow has also spent years banging on about the power of AI. And in its Yokohama release, which debuts today, it's brought onboarding and AI together with agentic tech to automate the jobs required to get new hires up to speed. As explained to The Register by president and chief operating officer Amit Zavery, the addition of agentic AI means that when news of a new hire is entered into ServiceNow, it will - if customers choose - connect to the applications that a human would today use during the orientation process. Computers could be automatically ordered, bank details entered into payroll apps, and so on. Zavery imagines humans would still check to make sure the agent did the job right. But those humans would be in oversight roles, not stuck doing process work. Yokohama includes many more agents for diverse tasks. Infosec teams can use "security protocol agents" that, we're told, can unlock accounts if users forget passwords, or deactivate unused accounts. Other agents will help humans accomplish tasks they've not been trained to achieve. Zavery used the example of an HR staffer being asked to process a parental leave request for a worker in a country whose laws they don't know. He thinks such tasks can now be handled by an agent, which would log into the relevant systems and do the job - again with human oversight. Agentic AI is also helping ServiceNow push into CRM by allowing the creation of conversational interfaces customers can use to request assistance or action. Zavery painted a picture of agents enacting those requests when possible, or routing jobs to relevant customer service staff. In his view, CRM therefore becomes more of a customer-facing app and less about internal customer management chores. The update also adds an AI Agent Orchestrator and AI Agent Studio that together create new agents, link them to perform complex tasks, check they're working as intended, and manage their lifecycle. Good old generative AI - which, let's face it, is so 2023 now - comes into play in ServiceNow Studio, which allows no-code and low-code development of apps on the company's platform. Unsurprisingly, it can integrate with AI Agent Studio to build agents. Another addition is a service observability tool that aggregates info from multiple tools. Of course, AI is involved. ServiceNow reckons that by analyzing pooled observability data it will be able to find problems faster. As ever, all this stuff is optional because each ServiceNow customer gets their own instance, either in the cloud or on-prem, and can choose the moment at which they upgrade. The Register asked Zavery if the widespread use of AI in this release means costs will rise, given that a lot of inferencing is required to build and run agents or use generative AI. He acknowledged that inferencing brings "additional cost" to ServiceNow, but said the sums involved are "insignificant to us." Zavery thinks they'll become even less of a factor due to falling inferencing costs, leaving him happy to be an application vendor rather than a model maker. ®

ServiceNow expands AI offerings with pre-built agents, targeting broader enterprise adoption

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More ServiceNow believes that more areas within an enterprise can benefit from agents, and as it upgrades its agent platform and makes acquisitions, the company plans on doubling down on agents even more. ServiceNow announced the acquisition of Moveworks on Tuesday along with new agent capabilities. It also made its orchestration platform generally available and announced plans to integrate agentic enterprise search. Amit Zavery, ServiceNow CPO, told VentureBeat that the company sees a lot of potential in the infrastructure around AI. "There are a lot of things to do in this space and [this new] release has a lot of capabilities around AI agents," said Zavery. "It's core elements of a platform, and that's something we're going to continue doubling down [on] and investing in." ServiceNow has added new agents to its library of pre-built AI agents, including a new security operations (SecOps) agent, a set of autonomous change management agents, and a network test and repair agent. The company also updated its AI Agent Orchestrator and AI Agent Studio, adding new features and making them generally available. Wider agent reach ServiceNow offers pre-built agents for specific teams and also helps customers build their own. The company first announced its library of AI agents in September and has continually added to that library. The SecOps agent ideally would "help eliminate repetitive tasks and empower SecOps teams to focus on quickly stopping real threats," said Zavery. The autonomous change management agents will generate custom implementation and tests, while the proactive network test and repair AI agent troubleshoots, detects and diagnoses network issues before performance is impacted. These new agents automate more areas of an organization, and Zavery said ServiceNow is "seeing a lot of new use cases emerge as we see that value for customers." The company hopes that agents will help employees interact with them differently. Zavery said that its acquisition of Moveworks and its updated agentic platform allows ServiceNow to expand agentic capabilities to enterprise search, using agents to find any information an employee needs about their organization. "This is where Moveworks helps us get into and double down on our AI investment going forward," said Zavery. "We are the workflow leader and have a lot of data capabilities. We've been doing a lot of AI-related and very capable use cases delivery there. So that all remains intact and it just accelerates some of those things, especially around AI." Enhanced orchestration ServiceNow has also opened up its AI Agent Orchestrator and AI Agent Studio to general availability. The platforms help organizations build agents, onboard and coordinate them. Users can now refer to an analytics dashboard to visualize AI agent usage, quality and value. In a demo to reporters, ServiceNow VP of AI and innovation Dorit Zilbershot said that administrators will be able to clearly see how many tasks the agent is closing and determine if it is working according to plan. The AI Agent Studio now has guided instructions, which the company says make it "easier than ever to design and configure new AI agents using natural language descriptions." ServiceNow has long advocated for agents to be part of an organization's workflow. It also supports "invisible agents" -- where employees interact with agents but don't necessarily know what those agents are doing to fulfill their tasks.

ServiceNow Unleashes AI Agents Across Enterprise with Yokohama Release

The company expanded its Knowledge Graph and enhanced its Common Service Data Model (CSDM) to address data fragmentation and improve AI-driven workflows. 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.

ServiceNow announces Yokohama platform release - unleashing pre-configured AI agents, everywhere

ServiceNow today announced its Yokohama platform release, which includes preconfigured AI agents across multiple business functions, including CRM, HR and IT. These preconfigured agents, as part of the new platform update, come shortly off the back of ServiceNow's announcement that it intends to acquire Moveworks for $2.85 billion. With Moveworks, ServiceNow hopes to capture employee engagement across the entire organization, thanks to its enterprise search capabilities, and connect this engagement to workflow automation and task fulfilment - enabled by "an army of agents". The Yokohama release also emphasises ServiceNow's ability to orchestrate agents across the enterprise, across multiple silos - that's if customers can clean up their platforms. Simply put, ServiceNow is slowly but surely pulling together all of the pieces to 'own' a good chunk of the agentic AI work in the enterprise - taking on the employee engagement piece at the front-end (Moveworks), AI orchestration below that, AI agents across multiple workflows, all enabled by the 'knowledge' it holds across its 'workflow data fabric'. ServiceNow's advantage has always been its reach across organizations, but this may prove to be more pertinent than ever in a world of AI. As noted above, diginomica has been documenting how ServiceNow's strategy has been steadily progressing from workflow automation to AI-augmented workflows and now toward autonomous AI agents. In a conversation with me this week, Michael Park, ServiceNow's SVP and Global Head of AI Go-To-Market, explains: We've been in the business of workflow automation for many, many years. We built a platform that is a single platform, single architecture, single data model - from the data to the tools to the workflow layer. And last year, what we did was we brought generative AI into it. Park describes how the Yokohama release takes this foundation to the next level: Yokohama takes it one step further and takes all of the platform capabilities as a tool and begins to create single purpose AI agents around those tools. We take a capability like incident triage and we add LLM inference, we add a little bit of automation, we add a map that connects to the datasets that agents are going to need to do that task. That, in effect, becomes a single purpose agent. A key component of the Yokohama release is the AI Agent Orchestrator, which Park describes as: A master brain, an LLM that understands everything about the ServiceNow platform and everything about every incident that's ever been generated in the platform. This orchestrator acts as what ServiceNow calls an "AI agent control tower" for enterprises, coordinating AI agents across multiple functions and workflows. According to Park, the orchestrator works by analyzing a task, creating an execution plan, and then deploying the appropriate AI agents to complete it: When the workflow runs in this agentic AI world, which is autonomous, the workflow says, 'Hey, I need to go do something.' The AI orchestrator then says, 'Okay, if this what you want to do, based on everything I know, this is what the plan is that I think you need to do to execute that workflow'. The orchestrator allows for human intervention and adjustment before execution, adding a layer of governance to the autonomous system. Once approved, Park says: The AI orchestrator, which is the brain, will go to the AI layer of the AI agents, which are all the minions, and will sequence the execution of the different AI agents to deliver the task back into the flow of work with no human involvement. ServiceNow's approach to AI agents balances off-the-shelf solutions with customization capabilities. Park highlights this approach, which aims to give customers AI agents at speed, whilst also providing them with the choice to develop agents with their own or other models: We're kind of taking a dual prong approach. One is, we're shipping agentic capability with out of the box use cases that customers can just start using. And the other thing we're doing is we're providing an AI Agent Studio that is allowing the customer to either use our platform, or bring in third party LLMs to create their own agents. The AI Agent Studio allows organizations to build, onboard, and manage custom AI agents using natural language descriptions. This capability addresses the challenge many enterprises face when attempting to build AI solutions from scratch, which Park notes has been problematic: 80% of the generative AI projects that were proof of concept last year are not going through to production. Some of it is just because the expectation was so high coming out of what we saw in ChatGPT, this false expectation created a trough of disillusionment. The incremental benefit wasn't as big as the promise. At the core of ServiceNow's AI strategy is its Workflow Data Fabric, which the company has expanded with enhancements to its Common Service Data Model (CSDM). This standardized framework aims to unify hundreds of technology categories, systems, and processes under a single model. The data foundation remains critical to successful AI implementation, as Park emphasizes that priority number one is for customers to get onto an easily upgradable platform and a clean CSDM/CMDB: Customers that want to be on the cutting edge, the first thing they have got to do is they have got to have a ServiceNow instance that's easily updatable, like in a period of minutes and hours versus days and weeks. Second thing that they need to do is have the dataset for the core drivers of the AI, which is predicated on the CMDB and service catalog - they need to be clean. Unsurprisingly, Park highlights that data quality directly impacts outcomes: You have got to get CMDB and service catalog clean, because those are the core tenets of how a service management request can be automated with AI. In addition to this, as noted recently by diginomica, ServiceNow is eyeing AI governance as a key competitive advantage in an increasingly noisy market. And it's true that as enterprises deploy more AI agents, governance becomes increasingly important. Park mentions that ServiceNow is addressing this challenge with the latest platform release: We've created a new asset class in our data model for AI assets, and we've created a new workflow, for ServiceNow AI, but also third party AI, that will allow you to basically tag that asset as an asset that's an AI - compliance, security, risk managed around that AI asset, as well as the performance of that asset. With Yokohama's AI agents and the pending Moveworks acquisition, ServiceNow is positioning itself to offer a 'complete' platform that can understand user intent, find relevant information, and execute complex workflows automatically - all within a unified platform architecture. ServiceNow's Yokohama aims to move organizations beyond experimental AI projects focused on basic productivity gains to more advanced autonomous systems As Park notes: It turns out, it's a lot harder than you think to build a model, tune a model, maintain a model, and then tie that model into the flow of work in the system of action above it. The real test will come as enterprises move beyond pilots to deploy these AI agents at scale across multiple business functions. And as we know, ServiceNow isn't the only enterprise software vendor wanting to 'own' this space - plenty of its competitors are arguing that they too should be the platform of choice for AI agents. And the reality will be that enterprises have multiple platforms in play. However, as ServiceNow continues to expand its AI capabilities and integrates Moveworks' search technology, the company appears to be positioning itself not just as a workflow automation platform, but as the central orchestrator for enterprise AI - functioning as both the system of engagement and the increasingly important "system of agents". Where ServiceNow holds an advantage here over its competitors, in theory, is that it has worked hard to integrate into systems across the enterprise, working as a 'platform of platforms'. This means that ServiceNow holds an awful lot of enterprise-wide knowledge, which could prove critical to its AI agent success.

ServiceNow's New Yokohama Release: Focus On Agentic AI, Automation

'[ServiceNow is] serving as the AI agent control tower for enterprises, bringing order to chaos as the one central location to analyze, manage and govern AI agents. And that's why our AI agents don't just automate. They orchestrate,' says Amit Zavery, ServiceNow president, chief product officer and COO. Digital transformation and workplace automation technology developer ServiceNow unveiled the latest version of its Now platform, touting the availability of a strong agentic AI focus with new AI agents to go with new bundles of a number of its offerings. The Yokohama release of the ServiceNow Now platform brings together some technologies that have been in limited release to make them available to the company's entire customer and partner base, said Amanda Joslin, senior director of AI agent products for the Santa Clara, Calif.-based company. "We've had it under limited availability up to this point with our partner community," Joslin told CRN. "We've done a lot of work with getting partners and some key customers up to speed. This is our general availability release, and we really see this as building upon our success in the industry with enterprises and their workflows. We see agentic AI being able to supercharge workflows and take this to the next level and be the connective layer across the enterprise for all workflows." [Related: ServiceNow CEO Bill McDermott: 'We're Putting AI To Work For People'] Agentic AI is AI that can autonomously make decisions without continual human interaction. It does so by combining machine learning, natural language processing and automation to make those decisions. Enterprise customers vary in their readiness to take advantage of agentic AI, but some are already experimenting with the technology, said Jason Wojahn, CEO of Thirdera, which was acquired by Cognizant in late 2023. "We are actually building agentic AI bots for ServiceNow, on their behalf, currently for their internal use," Wojahn told CRN. "And we have some customers that are beginning to use agentic AI across the platform in more of a pilot kind of capacity. It is relatively early. And then we have some customers on the other end of the spectrum where we're spending more time talking about helping them get AI-fluent and AI-ready and understand what agentic AI would mean to them." Everybody knows what AI is but are more familiar with learning models and algorithms and things of that nature, Wojahn said. "While those are important, far more important is the way AI is generating its intelligence, your underlying data model and your underlying business value and workflows where it can bring or add value and provide governance," he said. "We want to make it more and more relevant, more and more accurate, and expand its boundaries." Amit Zavery, ServiceNow president, chief product officer, and COO, told analysts and reporters in a prelaunch conference that ServiceNow is focused on a future where AI agents work autonomously with and for people to unlock outcomes and transform business. Many AI agents are currently stuck in the same isolated systems that have created siloed ways of working for decades and add complexity instead of reducing it, Zavery said. "You have heard us say 'AI is only as good as the platform it runs on,' and the ServiceNow platform is the connective layer across every corner of the enterprise, which is uniting people, the processes, the data and devices," he said. "And we are serving as the AI agent control tower for enterprises, bringing order to chaos as the one central location to analyze, manage and govern AI agents. And that's why our AI agents don't just automate. They orchestrate. They act with full context and drive real outcomes in ways no one else can and for a future with AI agents acting as a new digital workforce." ServiceNow is building multi-agent systems that control workflows and independently solve tasks with proper governance backed in, with three things that set ServiceNow apart from the rest of the industry in regard to AI, Zavery said. First, he said, ServiceNow AI agents are built directly into the ServiceNow platform with access to billions of records and millions of workflows. Second, customers get a smarter, faster version of what they're already using without any disruptions. And third, they get AI that connects the entire business with orchestration capabilities that connect every function through AI-powered workflows. "The beauty of our approach is that we meet customers wherever they are in the AI journey and accelerate their path forward," he said. ServiceNow is using its own AI agents today to transform its business processes, create better user experiences and drive value, Zavery said. For example, customer service AI agents are significantly improving case deflection by three times, while IT support AI agents have improved case deflection rates by 80 percent. In the go-to-market area, AI agents have eliminated the need for commission request tickets, he said. "Bottom line: ServiceNow doesn't just talk about AI," he said. "We deliver it." The Yokohama release of the ServiceNow Now platform includes the company's AI Agent Orchestrator and AI Agent Studio, both of which were introduced in January, said Dorit Zilbershot, the company's group vice president of AI experiences and innovation, during the prelaunch conference. "The AI Agent Orchestrator ensures that AI doesn't just work in silos," Zilbershot said. "We want to make sure that our customers can introduce agentic AI into the enterprise [and] make sure they can solve even the most complex problem. That's where the AI Agent Orchestrator comes into play. It's able to monitor, it's able to oversee, it's able to develop the plan for all these different AI agents to do the work correctly, to achieve a business outcome. Our agentic workflow really positions ServiceNow as the AI agent control tower for the enterprise, giving customers the ability to run these AI agents confidently across the enterprise." AI Agent Studio lets customers build, integrate and customize AI agents that are always connected, always optimizing and always properly governed, Zilbershot said ServiceNow is also introducing hundreds of additional AI agents to the enterprise. "These are preconfigured, out-of-the-box ServiceNow AI agents leveraging our expertise in the market across different use cases of the enterprise," she said. "We will have SecOps AI agents that are designed to streamline the security incident life cycle, allowing SecOps teams to focus on high-priority threats rather than time-consuming repetitive tasks." ServiceNow is also adding accessibility features to help innovation work for everyone, Zilbershot said. "We're introducing voice input that enables hands-free interaction to summarize incidents, generate knowledge articles and more just by speaking," she said. "We're also introducing the ServiceNow text suggest so customers can customize their reading experience on the ServiceNow platform and across Chrome and edge browsers for better adaptability and readability." The Yokohama release of the ServiceNow Now platform aims to redefine how AI agents work, supercharge workflows and integrate real-time data, increase business connectivity and elevate the customer experience in two major ways, said Amy Lokey, ServiceNow's executive vice president and chief experience officer. The first is service observability via a single system, Lokey said during the prelaunch conference. "Companies juggle dozens of monitoring and observability tools," she said. "We unify them into a single source of truth. AI-driven insights are pinpointing root causes faster. They're assessing the business impact, and they're resolving issues before they escalate." The second is ServiceNow's self-service portals, Lokey said. "Self-service portals in ServiceNow Now sales and order management help companies drive more business and increase revenue," she said. "Built into the ServiceNow CRM and industry workflows, these portals feature new capabilities that allow customers to place orders, configure products and track statuses, all in one place and at any time and without the need for a sales or support agent at every step in the process." When it comes to pricing, ServiceNow is looking to encourage agentic AI adoption across the board, Lokey said. This includes making sure that AI agents are part of customers' Pro Plus and Enterprise Plus licensing models. The company is also looking at bundled Now Assist SKUs where AI agents and the agentic AI technology will be included, he said. "Existing customers of Now Assist, as well as anybody who buys Now Assist and the Pro Plus or Enterprise Plus, will get the AI agents as part of the package," he said. "There is a limit to the amount of credits available as part of Now Assist in terms of how many calls you make to the AI agents. So it's a subscription model with some consumption kind of mindset built in. And if you run out of those credits or consumption of those units, you can buy an additional SKU for extra usage as well." For the channel, ServiceNow has been working on preparing partners over the last couple of months, Joslin said. "We've done some enablement sessions specifically for partners and also worked deeply to enable a couple of key initial channel partners to be ready for this as well," she said. "The new release will be available to ServiceNow's entire partner community. In fact, we've done launches and enablement sessions for the entire community, but we partnered closely with a couple of key channel partners just to make sure we have the right information going out for them." Key opportunities for channel partners include being able to build and test AI agents as well as take advantage of new capabilities, Joslin said. "We're going to have enhanced insights on analytics via our dashboards to be able to visualize the usage, the quality and all of that," she said. "I can see partners really digging in to help customers understand the value they're getting."

ServiceNow's latest platform release adds to thousands of AI agents across CRM, HR, IT, and more for faster, smarter workflows and maximum business impact

Yokohama platform release includes teams of preconfigured AI agents now available for faster deployment, improved productivity, and predictable outcomes on day one Capabilities to build, onboard, and manage the entire AI agent lifecycle now available Advancements in ServiceNow data solutions break down barriers among data sources for more connected AI agents ServiceNow (NYSE: NOW), the AI platform for business transformation, today announced the Yokohama platform release, unleashing new AI agents across CRM, HR, IT, and more, for faster, smarter workflows and maximum, end-to-end business impact. These latest innovations include teams of preconfigured AI agents that deliver productivity and predictable outcomes from day one, on a single platform, as well as capabilities to build, onboard, and manage the entire AI agent lifecycle. Because data fuels AI, the company also announced expansion of its Knowledge Graph with advancements to its Common Service Data Model (CSDM) to break down barriers among data sources for 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,"* underscoring the growing need for a coordinated, enterprise-wide approach to AI deployment and management. As businesses race to unlock the full potential of agentic AI, ServiceNow serves as the AI agent control tower for enterprises, with solutions that remove common roadblocks like 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, helping ensure seamless data connectivity with Workflow Data Fabric. By providing a single view of all workflows, AI, and automation needs, ServiceNow enables companies to seamlessly coordinate thousands of AI agents across CRM, IT, HR, finance, and more, enabling total enterprise-wide visibility and control. "Agentic AI is the new frontier. Enterprise leaders are no longer just experimenting with AI agents; they're demanding AI solutions that can help them achieve productivity at scale," said Amit Zavery, president, chief product officer, and chief operating officer at ServiceNow. "ServiceNow's industry-leading agentic AI framework meets this need by delivering predictability and efficiency from the start. With the combination of agentic AI, data fabric, and workflow automation all on one platform, we're making it easier for organizations to embed connected AI where work happens and both measure and drive business outcomes faster, smarter, and at scale." ServiceNow AI Agents are now available to radically accelerate productivity at scale Enterprise leaders are moving beyond experimentation, demanding AI solutions that drive real outcomes. ServiceNow's AI capabilities generate insights that power AI agent reasoning, planning, learning, and orchestration, equipping businesses to more rapidly achieve impactful goals. New ServiceNow AI Agents are available today and ready to help businesses accelerate productivity, streamline operations, and drive real outcomes for enterprise-wide use cases. For example: Security Operations (SecOps) expert AI agents transform security operations by streamlining the entire incident lifecycle, eliminating repetitive tasks and empowering SecOps teams to focus on quickly stopping real threats. Autonomous change management AI agents act like a seasoned change manager, instantly generating custom implementation, test, and backout plans by analyzing impact, historical data, and similar changes -- ensuring seamless execution with minimal risk. Proactive network test & repair AI agents operate as AI-powered troubleshooters that automatically detect, diagnose, and resolve network issues before they impact performance. Simplify AI agent management for a more streamlined lifecycle ServiceNow AI Agent Orchestrator and AI Agent Studio are also now generally available with expanded capabilities to govern the complete AI agent lifecycle -- from building AI agents, to onboarding and monitoring their performance, to ensuring enterprises realize the value they need. This includes: Enhanced onboarding capabilities through 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. Expanded performance management capabilities within ServiceNow's overall agentic AI framework include an analytics dashboard for visualizing AI agent usage, quality, and value. Agentic AI workflows are seamlessly tied to business KPIs so administrators can more easily track AI agent performance and ROI. Connect, understand, and take action with data solution advancements At the foundation of the ServiceNow Platform is Workflow Data Fabric, enabling AI-powered workflows that integrate seamlessly with an organization's data, regardless of the system or source. Workflow Data Fabric enables businesses to gain deeper insights through AI-driven contextualization and decision intelligence while automating manual work and creating process efficiencies. New in the Yokohama release, ServiceNow continues to expand its Knowledge Graph data capabilities with enhancements to its Common Service Data Model (CSDM). CSDM provides a standardized framework for managing IT and business services that accelerates quick, safe, and compliant technology deployments. By unifying hundreds of technology categories, systems, and processes under one clear model, CSDM empowers organizations to implement and scale technology with confidence. With this latest update, customers gain a unique advantage: the ability to orchestrate seamless hand-offs between both AI and live agents, ensuring work flows effortlessly across teams. Built-in governance and audit-ready data provide transparency and trust, so businesses can continue at the pace of innovation while maintaining compliance. What our customers and partners are saying: CANCOM "ServiceNow's GenAI solutions have reshaped CANCOM's internal operations, driving efficiency and cost savings that have solidified our reputation as an innovative IT leader. Now we're rolling out these powerful capabilities to our clients," said Ulrich Mayr, CIO, CANCOM. "Yokohama's new agentic AI agents will ignite enhanced productivity and insight, driving shared success for us and our customers." Cognizant "At Cognizant, we are helping companies harness the next phase of AI with agentic AI workflows that could bring unparalleled efficiency," said Jason Wojahn, global head of Cognizant's ServiceNow Business Group. "We were the first to bring ServiceNow's Workflow Data Fabric to market and are working to help our clients to seamlessly connect their data with AI. With the Yokohama release and the integration of AI agents onto the Now Platform, clients can now operate their agents virtually effortlessly with connected data, driving productivity and ROI across their entire business." Davies "Agility is essential for Davies, given our work with clients in heavily regulated markets," said Darrell Burnell, Group Head of Technology, Davies. "We've transformed our agent experience with ServiceNow's generative AI, deploying Now Assist for ITSM in just six weeks to streamline information retrieval and accelerate resolution times. ServiceNow's Yokohama release will help deliver even greater productivity with agentic AI to unlock productivity at scale." Sentara "As one of the largest not-for-profit integrated health systems in the country, Sentara is dedicated to delivering exceptional patient care and innovative healthcare solutions," said Sentara ServiceNow Platform Team. "Sentara has already seen tremendous success with ServiceNow's AI solutions, allowing operational teams to handle more requests with ease and is excited to explore how agentic AI can further improve efficiency and patient experience as Sentara continues to expand." Availability All features announced today are generally available and can be found in the ServiceNow Store. Learn more about our additional agentic workflows in the ServiceNow blog. Additional Information ServiceNow also announced automation, governance, and workflow intelligence solutions today as part of the Yokohama platform release. Read more about our AI agent innovations and new accessibility features on the ServiceNow blog. *Gartner Press Release, Gartner Unveils Top Predictions for IT Organizations and Users in 2025 and Beyond, October 22, 2024 https://www.gartner.com/en/newsroom/press-releases/2024-10-22-gartner-unveils-top-predictions-for-it-organizations-and-users-in-2025-and-beyond 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. All rights reserved. About ServiceNow ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human-centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: www.servicenow.com.