Using agentic workflows in Now Assist for ITSM

  • Release version: Xanadu
  • Updated February 7, 2025
  • 2 minutes to read
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    Summary of Using Agentic Workflows in Now Assist for ITSM

    The IT Service Management (ITSM) AI agent collection enables customers to automate tasks using agentic workflows. This functionality helps streamline incident management and enhances operational efficiency by allowing the AI agents to handle various tasks autonomously.

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    Key Features

    • Triage and Categorize ITSM Incidents: Automatically assigns categories, subcategories, and configuration items to incidents while linking related major incidents and known problems.
    • Investigate and Resolve ITSM Incidents: Generates resolution recommendations based on past incidents and available knowledge, facilitating quicker incident resolution.
    • Manage Microsoft 365 Group Members: Simplifies the addition or removal of users from Microsoft 365 email distribution lists.
    • Generate Post-Incident Reviews: Creates a detailed report for major incidents to help fulfillers assess and learn from past incidents.
    • Generate Change Request Plans: Develops comprehensive plans for changes, including implementation, testing, and risk analysis, aiding in better change management.
    • Notify Users with Twilio: Sends SMS notifications to users, enhancing communication and workflow efficiency.

    Key Outcomes

    By leveraging these agentic workflows, ServiceNow customers can expect improved incident management efficiency, reduced resolution times, and enhanced communication across teams. Activating these workflows requires duplication and activation of specific workflows and agents, ensuring that operations run smoothly and tasks are completed autonomously. Customers should consider Azure OpenAI for ITSM workflows to optimize performance.

    Use the IT Service Management AI agent collection to complete tasks autonomously.

    Table 1. Available agentic workflows for IT Service Management AI agent collection
    Agentic workflow name Description Available AI agents
    Triage and categorize ITSM incidents Enables fulfillers to determine the category, subcategory, and configuration item automatically for a given incident. After categorizing the incident, it looks for related major incidents or known problems and links them automatically.
    1. Categorize incident AI agent
    2. Link major incident AI agent
    3. Link incident to problem AI agent
    Investigate and resolve ITSM incidents Provides recommendations for a resolution using catalog, Knowledge, and past incidents and sends the information to the user.
    1. Find catalog item AI agent
    2. ITSM incident resolution investigation AI agent
    Manage Microsoft 365 group members Adds or removes groups and email distribution lists from the Microsoft 365 group. Microsoft 365 group membership AI agent
    Generate post incident reviews Generates a post-incident report for major incidents and notifies the fulfiller. Post-incident review AI agent
    Generate change request plans Generates a comprehensive implementation, test, and backout plan based on the specified change request number. It also analyzes the potential risk and impact of a change request and proposes a justification.
    1. Change implementation plan AI agent
    2. Change backout plan AI agent
    3. Change test plan AI agent
    4. Change risk and impact analysis AI agent
    5. Change justification proposal AI agent
    6. Finish change plan AI agent
    Notify users with Twilio Sends text messages to recipients using Twilio. Twilio SMS text AI agent
    Important:
    By default, all agentic workflow and AI agent records are read-only.

    To run the AI agents autonomously, you must first duplicate the agentic workflow, and then proceed with the following steps:

    • Activate the agentic workflow.
    • Activate all agents within the agentic workflow.
    • Activate the trigger to invoke the agentic workflow automatically. The triggers for each agentic workflow must be unique. If you prefer to invoke it manually, activating the trigger isn’t necessary.
    • Azure OpenAI is recommended for ITSM agentic workflows. For information on Large Language Models (LLMs) for AI agents and agentic workflows, see Select the LLM for AI agents and agentic workflows.
    Note:
    The Notify users with Twilio agentic workflow can only be invoked using a manual trigger.
    Looking for an AI agent?
    • There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
    • To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.