Crystal Ball Predictions: What is in Yokohama in 2025

The upcoming ServiceNow Yokohama release is expected in Q1 2025. It is anticipated to include significant enhancements, although specific details about new features have not been disclosed.

To catch some of you up, ServiceNow releases 2 new versions each year, so in 2025, we get Yokohama and Zurich.

Here are Vicky’s Yokohama Predictions* on what we may see.

AI, AI, and more AI: ServiceNow will continue to enhance Now Assist. Key advancements expected could include:

• • Unified AI Experiences: Expand Now Assist Self-Service with integrated search and virtual agent experience.
  • Confluence as a Search Source: Generate answers from Confluence search results in virtual agent and portal search.
  • In-form Incident Deflection: Al search with Q&A in the "Create IT Request" portal form.
  • Write Emails with Now Assist: Automatically draft responses in Email composer
  • Now Assist Issue Auto Resolution: AI-driven incident routing and resolution with automatic responses to and recommended actions to resolve employee interactions from any channel.
  • Sentiment Analysis Skill: Take relevant actions based on sentiment current sentiment and trend of the requester of the incident.
  • Context-aware chat improvement: Make chat interactions more intuitive and efficient
  • Suggest Resolution Steps: Analyze resolution notes from similar resolved incidents to suggest the next steps
  • Improve Article Quality: Enable Now Assist to draft new sections from source records within an existing KB article
  • Reduce Redundant Articles: Merge similar articles to improve searchability and relevance.
  • Write with Now Assist - Resolution Notes & KBs: Automatically drafts resolution Notes and KB Articles; with additional Improvements to the quality of Notes summarization.
  • Proactive Asset Planning: Tools to help with end-of-life software management and improved tracking of asset utilization, enabling proactive planning and compliance
  • Updates to UI Builder: Streamline integration for Agent Assist in custom applications, improved UI components for displaying AI-powered suggestions, and enhanced configuration options for adapting Agent Assist to workflows

Improvements to Employee Center:

Operational and Workplace Efficiency: Building on recent advancements, ServiceNow has already confirmed new features targeting reservation and space management, real-time analytics, and operational technology to improve efficiency in workplace and manufacturing context.

Licensing and Usability Changes: ServiceNow has historically refined licensing models and usability features to simplify or enhance customer experience. Similar updates might accompany the Yokohama release, emphasizing integration or operational efficiency.

3 Bonus, Left-field Predictions for Beyond Yokohama.

• • Immersive VR ITSM Module: Combining VR and ITSM… what’s not to love?
  • Now Assist for Meetings — AI-powered meeting assistant that summarizes discussions in real-time, generates actionable task lists, and automatically tagging ServiceNow records based on the conversation.
  • Added Celebrity Chat Bot Voices: If we are lucky, we will get the Idris Elba or Taylor Swift options.

If you are like me and you can’t wait to hear more on Yokohama, ServiceNow offers early access programs. If you want to upgrade to the Now Platform Yokohama release before the general launch, you can register here! 

*Note: These predictions are speculative based on previous releases, customer needs, random online conversations, rumors, hopes and wishful thinking. I have no specific or insider knowledge of future features or releases, nor do I have confirmation from ServiceNow or any affiliated parties that these predictions hold true or even partially true. They are truly and merely fun guesses. I cannot wait to see how many, I guess correctly. 😊