ITSM Virtual Agent pre-built LLM topics

  • Release version: Yokohama
  • Updated January 30, 2025
  • 5 minutes to read
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    Summary of ITSM Virtual Agent pre-built LLM topics

    The ITSM Virtual Agent includes pre-built Large Language Model (LLM) topics designed to streamline common IT-related tasks such as password management, ticket status checking, approvals, and device health monitoring. These LLM topics help identify user intents and trigger appropriate automated actions. The pre-built LLM topics are read-only templates that customers can duplicate and customize to align with their organization’s naming conventions and specific requirements.

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    Key Features

    • Core ITSM Tasks:
      • Check IT Ticket Status: Guides users through querying ticket information step-by-step.
      • Open IT Ticket: Uses machine learning to detect similar tickets and prevent duplicates.
      • Service Disruptions: Provides real-time information on known outages and system degradations.
      • Deprecated Escalate IT Ticket: Allows users to raise ticket urgency with justification, escalating priority levels.
    • Password Management:
      • Supports Reset, Change, and Unlock password actions based on user login status.
      • Various identity verification methods are supported, including personal data, Google Authenticator, SMS, email codes, and security questions.
      • Requires enabling the Password Reset plugin and configuration specific to Virtual Agent.
    • Approvals and Notifications:
      • Pre-built actionable notifications for pending task approvals and incident updates.
      • Supports interactive approval actions such as Approve or Reject directly via notifications.
      • Notifications cover Service Catalog requests, incidents, and task approvals.
      • Activation of actionable notifications requires setup in Workflow Studio.
    • Device Health Monitoring:
      • Integration with Digital End-User Experience (DEX) to monitor device health and diagnose issues.
      • DEX installation is a prerequisite for this functionality.
    • Access and Permissions:
      • Certain HR case status checking requires admin approval for Core RCA record access.
      • Pre-built LLM topics are read-only and need to be duplicated for customization.

    Practical Benefits for ServiceNow Customers

    • Accelerate common IT service tasks and reduce manual effort through conversational automation.
    • Improve end-user satisfaction by providing immediate password resets, ticket status updates, and approval actions.
    • Prevent duplicate tickets with machine learning assistance when opening new incidents.
    • Keep users informed about outages and system issues proactively.
    • Enable actionable notifications to streamline approval workflows and incident communications.
    • Leverage device health insights for proactive IT support when DEX is installed.

    Implementation Notes

    • Duplicate and rename pre-built LLM topics within ITSM Virtual Agent conversation scope before use.
    • Enable required plugins such as Password Reset and Password Reset Virtual Agent Conversations for password-related features.
    • Configure verification methods for password reset to match organizational security policies.
    • Ensure actionable notifications are activated and configured in Workflow Studio to enable interactive messaging.
    • Install Digital End-User Experience (DEX) to utilize device health monitoring capabilities.

    ITSM Virtual Agent includes pre-built Large Language Model (LLM) topic conversations designed to help your users complete the common IT-related tasks such as checking and resetting a password.

    LLMs are used to identify and trigger the action that a user wants to perform.

    ITSM Virtual Agent pre-built LLM topics are read only and have (Template) as the suffix in their name. To use them, duplicate the topic in the ITSM Virtual Agent conversation scope and rename it according to your company naming conventions.

    For ITSM Virtual Agent pre-built Natural Language Understanding (NLU) topics, see Using ITSM Virtual Agent pre-built topics.

    Check Ticket and Support Status

    Check the status of your IT tickets and support cases.

    Once the conversation is initiated, it progresses by collecting data about the ticket one question at a time.
    Note:
    For HR cases, an Admin must allow Core RCA records for Read operation and Write operation.
    • sys_scope = Now Assist in Virtual Agent
    • target_scope = Human Resources: Core
    • target = Table: HR Case
    • status = Allowed
    • source = Script Include: ITSMTopicsHelper

    See Requested restricted caller access (RCA) for more information.
    Show Pending Approvals

    Check pending approvals that are needed to take action upon and pick those to be processed.

    You can either Approve or Reject your tickets by picking the list numbers provided to you by the Virtual Agent.
    Check your device's health using Digital End-User Experience (DEX) Use the Now Assist for ITSM Virtual Agent to monitor your device's performance and diagnose potential issues. See Check your device’s health using Now Assist for ITSM for more information.
    Important:
    You must install DEX to perform this action. See Install Digital End-User Experience for more information.

    Core ITSM topics

    Check IT Ticket Status

    Check the status of your IT ticket.

    Once the conversation is initiated, it progresses by collecting data about the ticket one question at a time.
    Deprecated Escalate IT Ticket

    Raise the urgency of your IT ticket for a faster resolution. Escalating a ticket priority requires choosing the incident and verifying the escalation.

    Users must provide a justification to escalate the incident. Virtual Agent escalates the incident to the next urgency level. For example, from low to medium, or from medium to high.

    If an incident is already at high-level urgency, Virtual Agent alerts the user to this and asks if the user would like to add a comment to help expedite resolution.
    Open IT Ticket

    Open a ticket leveraging machine-learning algorithms with application logic for predicting similar open tickets.

    Prevent users from opening duplicate incidents by finding similar incidents and asking if the user wants to add comments to the similar incident.
    Service Disruptions

    Access all known outage information.

    When a user asks if a particular system is down, Virtual Agent returns a list of links displaying planned or unplanned outages and any system degradations.

    Users can click the links for more detailed information about a specific outage or degradation, as well as click Show more when additional outages are known.

    Password reset topics

    End users can initiate a password management conversation with Virtual Agent by entering the keywords Reset, Change, Unlock, or Password.

    Users who aren’t logged in can perform the Reset Password and Unlock Account actions. Users who are logged in can perform the Change Password, Reset Password, and Unlock Password actions.

    Requirements:
    • Password Reset (com.glideapp.password_reset) plugin
    • Password Reset Virtual Agent Conversations (com.snc.password_reset.virtual_agent) plugin
    Note:
    For the password reset process to be available in Virtual Agent, ensure that you selected the Enabled on Virtual Agent check box in the Password Reset process configuration page.

    For more information about the password reset process, see Password Reset for Virtual Agent.

    Change Password

    Request to change your user password.

    User must be logged in.
    Reset Password

    Request to reset your user password.
    Unlock Account

    Request to verify your locked user account.
    The following identity verification options are supported for password reset in Virtual Agent conversations. Custom verifications aren’t supported in Virtual Agent.
    • Personal data verification: User provides specific pieces of personal data.
    • Google Authenticator verification: User enters the generated code from the Google service Authenticator mobile app.
    • SMS code verification: User enters the code received via a mobile text message.
    • Email code verification: User enters the code received via email.
    • Security question verification: User enters the configured security question answers.

    For more information, see Configure your Password Reset process.

    Actionable notification topics

    ITSM Virtual Agent includes pre-built actionable notifications used to send interactive messages to a user based on pending tasks or alerts, such as RITM and request notifications, task approval notifications, and incident notifications.

    Note:
    You must activate notifications in Workflow Studio. For details, see Set up actionable notifications for ITSM Virtual Agent.
    Table 1. Requested items (RITMs)
    Topic Actionable notification
    RITM View Comment

    Notification: Requested Item commented

    Sent to the approver of a Service Catalog request.

    RITM Add Comments

    Notification: Requested item on behalf of requester

    Sent to the end user when a Service Catalog request is opened on the end user's behalf.

    View Request Details for Approver
    • Notification: Request approval reminder

      Sent to the approver of a Service Catalog request.

    • Notification: Approval request for requests

      Sent to the end user who made the change request when an approval for a change is requested.
    View RITM Details For Approver
    • Notification: Approval request for requested items

      Sent to the approver of a Service Catalog item request.

    • Notification: Requested Item approval reminder

      Sent to remind the approver of a pending Service Catalog request.
    View RITM Details For Requester

    Notification: Requested item on behalf of requester

    Sent to the end user when a Service Catalog request is opened on the end user's behalf.
    Table 2. Incidents
    Topic Actionable notification
    Add Comment To Incident Notification: Incident on behalf of caller

    Sent to end users whenever an incident is opened on their behalf.
    Close Incident Notification: Incident resolved

    Sent to end users whenever one of their incidents is resolved by someone other than the end user.
    Mark Incident Unresolved Notification: Incident resolved

    Sent to end users whenever one of their incidents is resolved by someone other than the end user.
    View Comments Notification: Incident commented

    Sent to end users whenever a comment is added to their incident by someone other than the end user.
    Resolve Incident
    • Notification: Incident commented

      Sent to end users whenever a comment is added to their incident by someone other than the end user.

    • Notification: Incident on behalf of caller

      Sent to end users whenever an incident is opened on their behalf.
    Table 3. Task approvals
    Topic Actionable notification
    Approve Sysapproval Approver
    • Notification: Other approval

      Sent to the approver when a non-task record (such as a Knowledge Base article) needs approval.

    • Notification: Task approval

      Sent to the approver about a newly created task that needs review and approval.
    Reject Sysapproval Approver
    Show Approval Details