We’re thrilled to announce the latest updates in the Yokohama release, bringing forward significant enhancements to the IT Service Management (ITSM) capabilities that will automate and your IT services and operations.
AI Agent for ITSM
ServiceNow AI Agents for ITSM are a highly-skilled digital workforce purpose-built to support your IT organization. Built natively on ServiceNow’s trusted AI platform, AI Agents for ITSM are designed to reason, adapt, and work alongside your IT team. They can seamlessly connect to any data source and workflow to autonomously solve complex IT challenges, empowering your employees to achieve more with less effort.
Whether you deploy out of the box or fully-customized AI Agents, you’re always in control. The AI control tower is a central hub to orchestrate, monitor, and optimize AI Agents performance—ensuring enterprise wide security, governance, and compliance. Keep your focus on delivering strategic innovation to every corner of your business, and let AI Agents for ITSM handle the rest.
AI Agents for ITSM is launching with 5 use cases including incident triage, change planning, and Post Major Incident Analysis with many more to come in the ensuing months.
For more information check out the AI Agents homepage, AI Agents Community and the AI Agents Release Notes.
Digital End-user Experience
The business need for DEX is driven by the importance of employee satisfaction and productivity. By resolving incidents and issues before they escalate, organizations can retain top talent and ensure high performance with their technology. Digital End User Experience (DEX) addresses key challenges in employee experience by providing better visibility into the level of experience employees are having, offering more information and alerts to help them resolve their own issues, and identifying network problems that can impact performance and user sentiment.
DEX introduces three new capabilities: DEX Score, Push Notifications, and Application Network Experience:
- DEX score: Combine application and device health, user sentiment, and service experience metrics for full digital experience visibility.
- Push notifications: Deliver pop-up alerts and status insight notifications to help employees be more informed and successful with self-service.
- Application network experience: Analyze network /application issues to identify bottlenecks and proactively address potential issues.
Success Dashboard Enhancements
Success Dashboard provides your IT leaders and process owners a 360° view into ITSM performance and measure improvement with interactive dashboards using prescribed KPIs. Additional KPIs and metrics have been added in the Yokohama release.
- Value Metrics for AI Agents: Added metrics for AI agents to track self-solved incidents and productivity moments.
- Proactive Engagement Metrics: Call deflection metrics have been added to help understand and improve proactive engagements.
ServiceNow Platform, better together enhancements:
DEX integration with Major Incident Management on ITSM—The integration with DEX and the Major Incident Management view of the Service Operations Workspace addresses the challenge of Major Incident (MI) Managers needing to identify and communicate with impacted users to resolve issues efficiently. This feature lowers Mean Time to Resolution (MTTR) for major incidents by enhancing communication channels from SOW to users with DEX desktop clients and the desktop assistant app. MI Managers can send communications via the DEX desktop assistant to end-users affected by a major incident, keeping them informed and facilitating quick, interactive resolution.
Digital Product Release integration with Strategic Portfolio Management—Introducing a new integrated experience between release planning in Strategic Portfolio Management (SPM) and release execution in Digital Product Release (DPR). Previously, customers using both SPM and DPR faced a disjointed experience between planning and executing a release, with planning in DPR alone being very basic. This integration uses the new 'Digital Product' lens in SPM to plan and visualize in a way that directly translates to release execution in DPR, ensuring that the scope prioritized for releases aligns with your organization’s strategic goals. The new 'Digital Product' lens in SPM allows users to visualize work in SPM in a way that translates to DPR. Plans created in SPM will automatically reflect in DPR and populate the ‘release scope’ for multiple product releases with the same structure and relationships as defined in SPM. This requires the latest version of both DPR and SPM.
For more enhancements across our entire ITSM portfolio of capabilities, please see the Yokohama Release Notes.
The Yokohama release represents a significant step forward in IT Service Management. By harnessing the power of AI, enhancing end-user experiences, and streamlining routine processes, IT teams can meet customer and employee expectations more effectively and efficiently. Stay tuned for more in the ITSM Community page and at ServiceNow.com.
