2025 has been a particularly dynamic year for ServiceNow product releases. On top of the usual twice-yearly official releases, we’ve also seen a steady stream of brand new products, most of which have been closely associated with AI.
With so much happening, you can certainly be forgiven for not keeping up with every news story, event, and product release that’s happened. So, as the year comes to an end, we thought it’d be worth taking a look back over the most important announcements of the year – and consider what role they play in ServiceNow’s long-term business strategy.
5 ServiceNow Highlights for 2025
1. Yokohama Release
Each year, ServiceNow has two regular, scheduled family releases, each named after a different city. In 2025, the first release was ‘Yokohama’, which was rolled out between January and March this year.
As the first major release of 2025, it offered a strong taste of what the rest of the year would have in store. There were important updates to existing tools like the Query Builder and Catalog Builder. The release also featured the Data Management Console, a brand new tool that enabled customers to cleanse, manage, and govern large datasets at scale – an essential task for effective AI readiness.
But the most important updates by far came from agentic AI. In fact, Yokohama was the first significant introduction of agentic AI to the Now platform, with a whole fleet of new tools being introduced. This included AI Agents, the AI Agent Studio, and AI Guardian. Together, these products combined the platform’s first industry-ready AI agents with functionality to help manage, quantify, and govern the results of this technology.
If 2025 was the year of agentic AI, Yokohama was very much the first chapter in the story.
2. ServiceNow AI Platform
The ServiceNow AI Platform was one of several new products that were first announced at the company’s flagship conference: Knowledge 2025. In truth, this is more of a collection of products than a distinct platform itself. But the implications for the ServiceNow ecosystem are so widespread that the ServiceNow AI Platform has more than earned itself a spot on this list.
The platform includes several other ServiceNow products, most of which are specifically designed to help organizations deploy, manage, and monitor AI agents. This includes the AI Control Tower (see below), AI Agent Fabric, Workflow Data Fabric, AI Agents, and AI Experience.
The ServiceNow AI Platform perfectly embodies the strategic direction the company has taken in 2025: To become the go-to ‘AI operating system’ for large enterprises around the world. Consequently, its tools aim to support organizations across “any industry, workflow, AI, data, cloud, or system.”
The emergence of agentic AI has been one of the most significant tech trends in 2025. While the technology has plenty of space to grow and develop, the ServiceNow AI Platform shows the company is well-placed to make the most of this trend into 2026 and beyond.
3. ServiceNow CRM
Much of 2025 has been rightly dominated by the agentic AI space. But under the surface, there’s been a parallel revolution happening, which we’ve been keeping a close eye on. In short, 2025 is the year ServiceNow became a major player in the CRM industry.
ServiceNow has been heading in this direction for some time. But the big change came in May this year, when the company officially released ServiceNow CRM: a rebranded and upgraded offering that combines Customer Service Management (CSM), Sales and Order Management (SOM), and Field Service Management (FSM).
When the product was released, ServiceNow took the opportunity to sharpen its criticism of the existing CRM market, which was dominated by “outdated, overbuilt systems”. Industry incumbents like Salesforce, Microsoft, and SAP will certainly be keeping a close eye on ServiceNow’s activity over the coming months and years…
And since Salesforce is now steadily making its way into the ITSM market (ServiceNow’s traditional niche), we can expect far more (mostly) good-natured competition between the two tech giants as we head into 2026.
4. AI Control Tower
The AI Control Tower was first announced at Knowledge 2025, as part of the wider ServiceNow AI Platform, and is perhaps the most significant single product released by ServiceNow in 2025. In many ways, it perfectly embodies the company’s particular AI strategy: Putting governance and risk management at the heart of its offering.
The AI Control Tower is a centralized command center designed to monitor and govern AI agents. It includes a series of tools to manage risk and compliance, while helping to quantify the ROI that AI is delivering. The goal is to give enterprise customers a single, consolidated view of AI agents in the organization, enabling them to impose strict guardrails around how and where they’re used.
These tools are eye-catching on their own terms. But the most significant benefit isn’t even down to the underlying functionality: The AI Control Tower is explicitly designed to manage AI agents from any vendor, including third parties. This enables ServiceNow to manage and govern tools from outside its own ecosystem, a crucial part of the company’s mission to become the operating system for all AI tools.
5. Zurich Release
Zurich is the second major ServiceNow family release of the year, being released for general availability in September. While this release was somewhat less headline-grabbing than the others we’ve discussed on this list, there was no shortage of important new updates.
The Zurich release featured a new Build Agent to enable vibe coding within the ServiceNow ecosystem, as well as a new ServiceNow Vault Console, which would help teams to govern and protect sensitive data intended for use in AI systems. It also introduced a set of business process mining tools and Agentic Playbooks, helping organizations more quickly and effectively adopt the agentic AI tools released in Yokohama and elsewhere through 2025.
What Does ServiceNow Have in Store for 2026?
While 2025 has certainly been a memorable time in the ServiceNow ecosystem, there’s no reason to think the company is slowing down as we look forward to the new year. Already this month, the company’s second-largest acquisition to date has been announced, and reports suggest the company is in talks to seal another deal in the next few weeks.
We don’t know what the story of ServiceNow in 2026 will be, but we can be sure that the focus on agentic AI, the ServiceNow CRM, and AI governance will continue to dominate – alongside more exciting product launches like those we discussed here. Whatever it is, you can be sure you’ll hear about it here first.