ServiceNow deploys AI agents to boost enterprise workflows

ServiceNow has launched its Yokohama platform which introduces AI agents across various sectors to boost workflows and maximise end-to-end business impact.

The Yokohama platform release features teams of preconfigured AI agents designed to deliver immediate productivity gains. These agents operate on a single, unified platform, ensuring seamless integration and coordination across different business functions. The platform also includes capabilities to build, onboard, and manage the entire AI agent lifecycle, making it easier for enterprises to adopt and scale AI solutions.

Data is the lifeblood of AI, and ServiceNow recognises this by expanding its Knowledge Graph with advancements to its Common Service Data Model (CSDM). This expansion aims to break down barriers among data sources, enabling more connected and intelligent AI agents. By unifying data from various sources, ServiceNow’s platform ensures that AI agents can operate with a comprehensive view of the enterprise, driving more informed decisions and actions.

The growing need for ‘Guardian Agents’

According to Gartner, by 2028, 40% of CIOs will demand ‘Guardian Agents’ to autonomously track, oversee, or contain the results of AI agent actions. This underscores the growing need for a coordinated, enterprise-wide approach to AI deployment and management.

ServiceNow’s Yokohama release addresses this need by serving as the AI agent control tower for enterprises. The platform removes common roadblocks such as data fragmentation, governance gaps, and real-time performance challenges, ensuring seamless data connectivity with Workflow Data Fabric.

Unlike other AI providers that operate in silos or require complex integrations, ServiceNow AI Agents are built on a single, enterprise-wide platform. This ensures seamless data connectivity and provides a single view of all workflows, AI, and automation needs.

Amit Zavery, President, Chief Product Officer, and Chief Operating Officer at ServiceNow, commented: “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.

“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 organisations to embed connected AI where work happens and both measure and drive business outcomes faster, smarter, and at scale.”

New AI agents from ServiceNow aim to accelerate productivity

ServiceNow’s new AI Agents are now available to accelerate productivity at scale. These agents are designed to drive real outcomes for enterprise-wide use cases. For example:

Security Operations (SecOps) expert AI agents: These agents transform security operations by streamlining the entire incident lifecycle, eliminating repetitive tasks, and empowering SecOps teams to focus on stopping real threats quickly.

Autonomous change management AI agents: Acting like seasoned change managers, these agents generate custom implementation, test, and backout plans by analysing impact, historical data, and similar changes, ensuring seamless execution with minimal risk.

Proactive network test & repair AI agents: These AI-powered troubleshooters automatically detect, diagnose, and resolve network issues before they impact performance.

ServiceNow AI Agent Orchestrator and AI Agent Studio are now generally available with expanded capabilities to govern the complete AI agent lifecycle.

These tools help to streamline the setup process with guided instructions, making it easier to design and configure new AI agents using natural language descriptions. Their expanded performance management capabilities include an analytics dashboard for visualising AI agent usage, quality, and value—ensuring that AI agent performance and ROI can be easily tracked.

At the core of the ServiceNow Platform is Workflow Data Fabric, enabling AI-powered workflows that integrate with an organisation’s data, regardless of the system or source. This fabric allows businesses to gain deeper insights through AI-driven contextualisation and decision intelligence while automating manual work and creating process efficiencies.

The Yokohama release continues to expand ServiceNow’s Knowledge Graph data capabilities with enhancements to its Common Service Data Model (CSDM). CSDM provides a standardised framework for managing IT and business services to accelerate quick, safe, and compliant technology deployments.

Several customers and partners have already seen the benefits of ServiceNow’s AI solutions. CANCOM, Cognizant, Davies, and Sentara have all praised the platform’s ability to drive efficiency, cost savings, and productivity. These organisations have successfully integrated ServiceNow’s AI agents into their operations.

Jason Wojahn, Global Head of the ServiceNow Business Group at Cognizant, said: “At Cognizant, we are helping companies harness the next phase of AI with agentic AI workflows that could bring unparalleled efficiency. 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.”

Darrell Burnell, Group Head of Technology at Davies, added: “Agility is essential for Davies, given our work with clients in heavily regulated markets. 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 platform release is a step forward in the evolution of AI for business transformation. By unleashing new AI agents and expanding data capabilities, ServiceNow aims to empower businesses to achieve faster and smarter workflows to maximise impact.

(Image by Thomas Fengler)

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