IT Service Management AI agent collection Investigate and resolve ITSM incidents agentic workflow

  • Release version: Xanadu
  • Updated March 28, 2025
  • 2 minutes to read
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    Summary of IT Service Management AI agent collection Investigate and resolve ITSM incidents agentic workflow

    The Investigate and resolve ITSM incidents AI agent team helps ServiceNow users efficiently resolve ITSM incidents by providing intelligent recommendations based on an incident number. This agentic workflow examines related catalog items, Knowledge articles, and similar resolved incidents to generate actionable resolution steps. It is designed to enhance incident resolution by leveraging AI-driven insights and relevant knowledge resources.

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    Key Features

    • Related Catalog Item Identification: The workflow recommends catalog items related to the incident, allowing users to select the most relevant one for further investigation.
    • Knowledge Article and Incident Similarity Search: It automatically checks for pertinent Knowledge articles and previously resolved similar incidents to inform resolution steps.
    • Manual Triggering Conditions: The workflow is manually triggered when an incident’s state is updated to "In progress" and the “Assigned to” field is populated, ensuring relevance and readiness for action.
    • AI Agents Coordination: Specific AI agents execute distinct roles, including finding catalog items and investigating incident resolutions through Knowledge articles and incident history.
    • Customizability: Users can duplicate and modify the agentic workflow and AI agents to tailor recommendations and behavior to their organizational needs, with the reminder to update all related instructions accordingly.
    • Access Control: Workflow outputs are displayed in designated locations with role-based access control, with the itil role included by default for visibility.

    Using the Workflow

    To use the Investigate and resolve ITSM incidents agentic workflow, navigate to All > AI Agent Studio > Create and manage, then select the workflow. After reviewing and adjusting trigger and display settings, save and test the workflow. Once recommendations are generated, human agents receive notifications within AI Agent Studio and can follow on-screen instructions to resolve the incident efficiently.

    Practical Benefits for ServiceNow Customers

    • Accelerates incident resolution by surfacing relevant catalog items and Knowledge articles automatically.
    • Reduces manual effort in investigating similar past incidents and collating resolution steps.
    • Enables customization to fit unique ITSM processes and workflows.
    • Improves collaboration and knowledge sharing among IT support agents through role-based access and notifications.

    Use the Investigate and resolve ITSM incidents AI agent team to get recommendations to resolve an incident based on the incident number. Check for related catalog items, Knowledge articles, and similar resolved incidents to generate resolution steps for the incident.

    Investigate and resolve ITSM incidents agentic workflow overview

    Using the Investigate and resolve ITSM incidents agentic workflow:
    1. Check for related catalog items and select the most relevant item.
    2. Check for Knowledge articles and similar incidents.
    3. Get recommended steps for incident resolution.

    To modify the Investigate and resolve ITSM incidents agentic workflow, duplicate it, and adjust the settings according to your requirements.

    Important:
    When you modify an agentic workflow, AI agent, or a tool, make sure that you update all instructions accordingly.

    Link catalog items and Knowledge articles to incidents

    When you make a query or a request in the Now Assist panel, you can get recommendations for relevant catalog items. After you select a catalog item, the workflow uses relevant Knowledge articles and similar incidents to get recommended steps for incident resolution.

    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Investigate and resolve ITSM incidents.

    Setting manual triggers for the agentic workflow

    The Investigate and resolve ITSM incidents agentic workflow is triggered manually based on the following conditions:
    Note:
    In the Define trigger screen, the value in the Run as field must be set to Assigned to.
    • State is updated to In progress
    • Assigned to isn’t empty

    AI agents used in the Investigate and resolve ITSM incidents agentic workflow

    In the Investigate and resolve ITSM incidents agentic workflow, use specific AI agents for each type of resolution to generate the desired recommendations.

    Important:
    In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.
    Table 1. AI agents and their roles listed in the order of execution in the Investigate and resolve ITSM incidents agentic workflow
    AI agent AI agent role
    Find catalog item AI agent Recommends catalog items related to the selected incident.
    ITSM incident resolution investigation AI Agent
    1. Looks up similar incidents and provides an incident resolution.
    2. Looks for Knowledge articles and adds relevant Knowledge articles to the incident.

    Generating a recommendation using the Investigate and resolve ITSM incidents agentic workflow

    In the agentic workflow record:
    1. Review the information in the Describe and connect screen and in the Define trigger screen, make any necessary updates, and then select Save and Continue.
    2. In the Select display screen:
      1. Choose where you want the agentic workflow output to be displayed.
      2. Use the arrow next to it to add roles that can access the agentic workflow.
        Note:
        The itil role is added by default.
      3. Select Save and test.

        The agent executes the request for the agentic workflow.

      Example of Investigate and resolve ITSM incidents agentic workflow output in the ServiceNow AI Agent Studio

    Investigate and resolve ITSM incidents agentic workflow output.

    In the AI Agent Studio, the human agent gets notified as soon as the recommendations to resolve incidents get generated so that they can follow the on-screen instructions and complete the task. For more information, see Request the generative AI capabilities in ITSM by using the Now Assist panel.