Configuring the fulfiller experience in AI-native IT Service Management
Enable an AI-first IT support or fulfiller experience to support multi-channel IT support for simplified incident and request management.
The following experiences are available after configuring the fulfiller experience:
- Simplified fulfiller experience with a unified record view and AI-embedded workflows.
- Improved triage and resolution of incidents by leveraging historical resolution patterns to inform decision-making, thereby enabling Service Desk agents to focus on resolving complex issues.
Incident Management
It enables you to restore normal service operations while minimizing the impact on business operations and maintaining quality.
| Configuration | Description | Default configuration | Optional configurations |
|---|---|---|---|
| Incident forms | An incident documents a deviation from an expected standard of operation. | Incident form is preconfigured. | Review and update the form layout based on business requirement. For information about creating an incident using Form Builder, see Working with incident record form and Forms. |
| Service Level Management | Service level agreements (SLAs) define the amount of time for a task to reach a certain condition, to verify that incidents are closed or resolved according to the expectations set for customers. | SLAs and their associated flows are preconfigured for Incident Management. Response and resolution SLAs are defined for incidents with priority P1 through P4. | Review and update the definitions, flows, and notifications that are available with Service Level Management according to the incident process. For information about SLAs, see Service Level Agreement (SLA) definition. |
| Incident lists | Incident lists displays incidents grouped by their state. | Incident list and related lists are preconfigured. | Review and update list layouts based on business requirements. For information about updating these fields, see Working with incident record form. |
| Agent inbox | Routing of incoming requests using filters to support service delivery requirements. | Incident routing to fulfiller’s inbox is auto-configured post installation. Configuration includes routing condition, work item size, max wait time, routing group, and so on. | Manage and configure the incident routing experience. For information about configuring this channel, see Create or configure a service channel. |
| Notifications | Keeping employees and fulfillers informed at every stage of incident resolution. | Notifications align with the default Employee Center notification template. | Configure the notification template. Update notification details such as who receives it, when is it sent, and what (content), and so on. For information about creating an incident notification, see Create an email notification. |
Request Management
| Configuration | Description | Default configuration | Optional configurations |
|---|---|---|---|
| Requested item forms and lists | A requested item helps fulfillers track and resolve an employee's request. | Requested Item form, Requested Item list, and Requested Item related lists are preconfigured. | Review and update the form layout based on business requirements. For information about requested items, see Request Management architecture. |
| Catalog task forms and lists | A catalog task helps fulfillers track and resolve an employee's request. | Catalog Task form, Catalog Task list and Catalog task related lists are preconfigured. | Review the form layout and update based on business need. For information about catalog tasks, see Request Management architecture. |
| Notifications | Keeping employees and fulfillers informed at every stage of request fulfillment. | Notifications align with the default Employee Center notification template. | Configure the notification template. Update notification details such as who receives it, when is it sent, and what (content), and so on. For information about creating a request notification, see View request notifications. |
Analytics Dashboard
| Configuration | Description | Default configuration | Optional configurations |
|---|---|---|---|
| Analytics Dashboard | Managing dashboards and data visualizations to track progress quickly. | Preconfigured dashboard on workspace landing page that provides visibility into agent workload with key metrics such as Assigned to you, Overdue, and Unassigned. | Edit the existing dashboard or create your own dashboard in Platform Analytics workspace. To create a dashboard using Platform Analytics, see Platform Analytics KPIs and dashboards. |
Now Assist for ITSM
| Configuration | Description | Default configuration | Optional configurations |
|---|---|---|---|
| Agentic workflows | An agentic workflow is a coordinated, multi‑step process where AI agents plan, act, and collaborate to achieve a complex business goal. For information about agentic workflows in ITSM, see Use agentic AI in Now Assist for IT Service Management (ITSM). | Prebuilt AI agents for requesters such as for incident creation, status checks, and approvals are enabled in the base system. Additionally, the following prebuilt AI Agents are enabled in the base system to boost fulfiller productivity:
|
Remove an agent that is part of the Agentic Workflow or manage (edit, deactivate, activate, or create) the triggers associated with the agentic workflows. For information about modifying agentic workflows, see Modify an agentic workflow. |
| Now Assist skills | Prebuilt, LLM‑powered capabilities that surface in the right UI touchpoints and can be activated or configured by admins across workflow. For example, summarization, KB generation, and email drafting. For information about Now Assist skills in ITSM, see Using Now Assist for IT Service Management (ITSM) Generative AI skills. | Now Assist skills such as KB generation, Incident summarization, Chat summarization, Resolution notes generation, and Email generation are enabled in the base system. | Activate or deactivate these skills based on business requirements. For information about modifying Now Assist skills, see Edit a Now Assist skill. |