Source URL: https://www.theregister.com/2025/03/12/servicenow_yokohama/
Source: The Register
Title: ServiceNow’s new AI agents will happily volunteer for your dullest tasks
Feedly Summary: 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.…
AI Summary and Description: Yes
Summary: The text discusses ServiceNow’s integration of AI technologies, particularly focused on employee onboarding, automated workflows, and the use of agentic AI to enhance security and operational efficiency. This relevance holds significant implications for professionals in AI security and cloud computing.
Detailed Description:
The text primarily highlights ServiceNow’s new features introduced in its Yokohama release that synergize AI capabilities with operational processes. This integration is particularly important for organizations looking to enhance efficiency through automation while also ensuring security and compliance in HR activities.
– **Key Features of Yokohama Release:**
– **Automation in Employee Onboarding:**
– Streamlines the onboarding process for new hires by automating various tasks that would traditionally require human intervention.
– Ensures all necessary applications and permissions are set up for new employees, reducing idle time.
– **Agentic AI Integration:**
– Automates tasks such as ordering computers and entering bank details into payroll systems.
– Includes oversight roles for humans to validate the actions taken by AI, reducing their workload on repetitive tasks.
– **Security Protocol Agents:**
– Provides capabilities for InfoSec teams to manage user accounts, such as unlocking accounts or deactivating unused ones, enhancing security protocols without manual intervention.
– **Agent Capabilities in Diverse Areas:**
– Agents can assist with tasks beyond their initial training, like handling parental leave requests aligned with local laws, thus improving compliance and operational efficiency.
– **Conversational Interfaces:**
– Enhances customer relationship management (CRM) by allowing customers to request actions through conversational interfaces, streamlining customer interactions.
– **AI Agent Orchestrator and Studio:**
– Facilitates the creation and management of AI agents that can perform complex tasks, ensuring they operate effectively throughout their lifecycle.
– **Generative AI in Application Development:**
– Introduces no-code and low-code tools for app creation within ServiceNow, integrating generative AI for enhanced functionality.
– **Service Observability Tool:**
– Aggregates data from multiple sources to identify issues faster using AI analytics, aiding in system performance management.
– **Cost Implications of AI Use:**
– Acknowledges that while the use of AI involves higher costs due to inferencing, these are deemed manageable, and the trend is towards decreasing costs over time.
In summary, the Yokohama release represents a meaningful advancement in integrating AI within ServiceNow’s platform, emphasizing automation in HR processes and security management while simultaneously illustrating the future of CRM through customer-facing AI applications. This positions ServiceNow as a leader in leveraging AI for enhanced operational efficiency and security in cloud environments, which is essential for IT and compliance professionals focused on modernizing workflows without compromising security.