Activate Now Assist AI agents for IT Operations Management (ITOM)

  • Release version: Xanadu
  • Updated April 27, 2025
  • 1 minute to read

    • Activate Now Assist AI agents associated with the Triage and analyze alerts agentic workflow, to enable the agentic AI experience.

    Before you begin

    Before activating the Now Assist AI agents, you must install the Now Assist for IT Operations Management (ITOM) plugin. For more information, see Install the Now Assist for IT Operations Management (ITOM) plugin.

    To get started with AI agents, you must have:

    • An instance on Yokohama patch 3 and above.
    • A ServiceNow Pro Plus or Enterprise Plus license.
    • AI Search enabled on your instance.

    Role required: admin

    Procedure

    1. Activate the Triage and analyze alert agentic workflow in AI Agent Studio.
      1. Navigate to All > AI Agent Studio > Create and manage.
      2. In the table, select Triage and analyze alerts.

      The Triage and analyze alerts page in AI Agent Studio lets you manage the agentic workflow, including options for Describe and connect, Define trigger, and Select display.

    2. Make the Triage and analyze alerts agentic workflow visible in the Now Assist panel.
      1. Navigate to Select display.
      2. Next to Now Assist panel select the Display toggle to turn on the display.
      3. Select Save and test.
      4. Navigate to All > Virtual Agent > Designer.
      5. From the Select assistant drop-down list, select Now Assist Panel - Platform(default).
      6. Search for Triage and analyze alerts.
      7. Select the row Actions icon (Actions icon.), and select Promoted.

    What to do next

    To access AI agents in the Now Assist panel, you must enable the panel. For more information, see Turn on the Now Assist panel.