How the ServiceNow Tokyo Release Redefined Enterprise Workflows: Looking Back, Moving Forward

When the ServiceNow Tokyo Release launched in 2022, it quickly established itself as a high-water mark in workflow change. ServiceNow’s own Now Platform Release Fact Sheet: Tokyo succinctly outlined the release’s purpose: transform customer and employee experiences to foster higher engagement and productivity; accelerate operational intelligence; and enhance platform security and trust.

Looking back, those objectives have been achieved in a manner most didn’t expect. Now, three years later, the features from Tokyo have become much more than process efficiency; they have emerged as pillars for the AI-first, experience-driven organizations we see today. In this blog, we take a look back at the significant improvements from Tokyo and examine how they have shaped the evolution of the Now Platform in 2025.

1. Virtual Agent: From Smart Chat to Workflow Co-Pilot

   The Virtual Agent has already been upgraded in Tokyo to operate in more complex conversations, be integrated into external systems and APIs, and intelligently respond to user context. Initially a service for FAQs and simple requests, the virtual agent has metamorphosed into a core orchestrator of intelligent processes for service, HR, and operations workflows.

2. Mobile App Enhancements: Building for Work Without Boundaries

   In Tokyo, ServiceNow improved significantly in working through its Mobile App: its offline capability, breadth of coverage in modules like Incident and Knowledge, and its overall performance. The original vision of a true mobile work experience helped bring current distributed operations to reality. Whether on a site, in the field or remote, today’s teams are progressively relying on those improvements to be productive regardless of location.

3. Performance Improvement: Building for Scale and Stability

   Tokyo added platform enhancements (faster load speeds, smarter search, and better UI flows). In addition, it began the journey of designing scalable architecture with data- and perform-intensive orientation. With increased usage came more AI/analytics workloads, and network effects across enterprises and geography. The performance of groundwork laid in Tokyo helped maintain consistency under pressure.

4. IT Operations Management (ITOM): From Visibility to Autonomy

   The improvements to ITOM in Tokyo and the support for containers, microservices, discovery, and mapping saw the natural progression of cloud-native and dynamic infrastructures. Over time, all these capabilities became autonomous operations where recommendations, predictive analytics, and self-healing practices simply became the normal experience.

5. Improved Security Functions: The Initial Foundations of Zero-Trust

   Security was at the forefront of Tokyo’s agenda. The release brought stronger multi-factor authentication, improved security analytics, and apps like ServiceNow Vault to safeguard sensitive information. In the threat landscape of 2025, these functions are now part of a security posture that is larger and more adaptive. The design of Tokyo’s security wasn’t a temporary fix — it was a foundation to build trust across the platform.

Looking Back to Look Forward

The ServiceNow Tokyo Release was a transforming experience that changed the parameters for how enterprises ought to think about the automation experience, user experience, and platform evolution. As AI-native operations and hyperautomation continue to crest the waves, the Tokyo release innovations continue to resonate through enabling smarter workflows, resilient infrastructure, and seamless digital experiences, etc. Follow this space for more updates and insights on innovation across the ServiceNow ecosystem.