IT Service Management AI agent collection Generate change request plans agentic workflow

  • Release version: Xanadu
  • Updated March 26, 2025
  • 2 minutes to read
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    Summary of IT Service Management AI Agent Collection: Generate Change Request Plans Agentic Workflow

    The Generate Change Request Plans agentic workflow in ServiceNow’s IT Service Management AI Agent Collection enables autonomous monitoring of similar change requests to generate detailed implementation, backout, and test plans. This AI-driven approach helps reduce the time needed to schedule changes and manage change-related risks effectively. The workflow leverages a team of specialized AI agents to collaboratively create and refine change plans, improving accuracy and efficiency in change management processes.

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    Key Features

    • Autonomous Plan Generation: AI agents generate step-by-step implementation, backout, and test plans for a specified change request by analyzing similar previous requests.
    • AI Agent Roles:
      • Change Implementation Plan AI Agent: Creates and iterates on implementation plans with user input.
      • Change Backout Plan AI Agent: Develops backout plans collaboratively with user feedback.
      • Change Test Plan AI Agent: Constructs test plans and revises them as needed.
      • Change Risk and Impact Analysis AI Agent: Assesses potential risks and impacts associated with the change request.
      • Change Justification Proposal AI Agent: Proposes justifications for the change request.
      • Finish Change Plan AI Agent: Completes the process by flushing the cache and notifying the user of successful execution.
    • Customizable Workflow: Customers can duplicate and modify the Generate Change Request Plans workflow to fit their specific requirements.
    • Activation Controls: Users must ensure the workflow’s trigger is active and each AI agent’s status is enabled to allow autonomous operation.
    • Role-Based Access: The output display can be configured for specific roles, with the itil role added by default.
    • Integration with AI Agent Studio: Human agents receive notifications when reports are generated, enabling them to follow on-screen instructions and complete tasks efficiently.

    Using the Workflow

    • Access the workflow via All > AI Agent Studio > Create and manage, then select Change request planning.
    • Review and update information in the Describe and Connect and Define Trigger screens, then save and continue.
    • Configure output display and assign access roles, then save and test to execute the workflow.
    • Upon completion, the Finish Change Plan AI agent flushes the cache and confirms successful execution.

    Benefits for ServiceNow Customers

    This AI-powered workflow significantly streamlines change request planning by automating the creation and refinement of change plans. It reduces manual effort, minimizes risks through detailed risk and impact analysis, and expedites change scheduling. The collaborative nature of AI agents with human feedback ensures high-quality, tailored change plans, enhancing overall change management efficiency.

    Use the Change request planning AI agent team to monitor similar change requests autonomously and generate the necessary plans. This approach may help reduce the time required for scheduling changes and managing change-related risks.

    Generate change request plans agentic workflow overview

    Generate the desired change plans using a team of AI agents in the Generate change request plans agentic workflow.

    To modify the Generate change request plans agentic workflow, duplicate it, and adjust the settings according to your requirements.

    Important:
    In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously.

    Generate change request plans agentic workflow

    Autonomously generate the implementation, backout, or test change plans for a given change request number using similar change requests. After generating the plans, complete the plan execution by flushing the cache.

    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Change request planning.

    Change request planning AI agents

    In the Generate change request plans agentic workflow, use specific AI agents for each type of planner to generate the desired plans.

    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. Change request planning AI agents and their roles listed in the order of execution
    AI agent AI agent role
    Change implementation plan AI agent Collaborates with the user to create a step-by-step implementation plan and revises it based on the feedback.
    Change backout plan AI agent Collaborates with the user to create a step-by-step backout plan and revises it based on the feedback.
    Change test plan AI agent Collaborates with the user to create a step-by-step test plan and revises it based on the feedback.
    Change risk and impact analysis AI agent Analyzes the potential risk and impact of a change request.
    Change justification proposal AI agent Proposes justification for a change request.
    Finish change plan AI agent Flushes the cache and informs the user that the execution completed successfully.

    Generating a change plan

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

        The agent executes the request for the use case.

      Example of a Generate change request plans agentic workflow output in the ServiceNow StudioAI Agent Studio

      Generate change request plans agentic workflow output.

    In the AI Agent Studio, the human agent gets notified as soon as the report gets 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.