Reviewing your Agentic AI assessment

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Reviewing your Agentic AI assessment

    This automated assessment process evaluates the potential impacts of implementing agentic AI within Now Assist for IT Service Management (ITSM) and Now Assist for Customer Service Management (CSM). It provides actionable insights to help you understand readiness and plan remediation efforts effectively.

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    To review your assessment, navigate to Workspaces > Now Assist Readiness Evaluation and select the agentic AI assessment icon. Note that you must first run the relevant scheduled jobs to generate assessment results; if not already run, you will be prompted accordingly.

    Key Features

    • Summary Tab: Offers a consolidated overview of findings, including summarization and resolution notes specific to ITSM and CSM. Results are estimates and should be validated for your use case.
    • Legends Button: Displays estimated remediation effort using sizing terms, color codes, and development day timelines, helping you gauge effort and prioritize actions.
    • Individual Assessment Tabs: Separate tabs for ITSM and CSM assessments with unique questions and answers tailored to each domain.
    • Assessment Visual Indicators:
      • Informational (no action needed): Highlights areas that require no further action.
      • Blocker (action required): Identifies findings needing resolution before implementation, including estimated remediation efforts.
      • Recommended (warning): Flags observations for review before implementation without mandatory remediation estimates.
    • Data Tables: Assessments retrieve data from specific tables (Questions, Answers, Assessment, Assessment Run) which can be accessed via the navigation filter for detailed review or troubleshooting.
    • Downloadable Reports: You can export the full or individual assessment reports in PDF format from the Summary or individual tabs. These PDFs contain hyperlinks to specific records or tables that open in separate browser tabs for direct investigation.

    Practical Steps for Customers

    • Run the GenAI/AgenticAI Assessment scheduled job to generate assessment results before reviewing.
    • Use the summary tab and legend to understand overall readiness and remediation sizing.
    • Review detailed individual assessments for ITSM and CSM to address specific findings.
    • Leverage visual indicators to prioritize actions—immediate fixes for blockers and consideration for recommended items.
    • Access linked records and tables directly from reports or assessments to expedite issue resolution.
    • After applying changes, rerun scheduled jobs to track improvements in assessment results.

    This automated assessment process evaluates potential implementation impacts and provides actionable insights for agentic AI in Now Assist for IT Service Management (ITSM) and Now Assist for Customer Service Management (CSM).

    Navigate to Workspaces > Now Assist Readiness Evaluation and select the agentic AI assessment icon to review your agentic AI assessment.

    Note:
    Before viewing your agentic AI assessments, you must first have run the scheduled job to get the assessment results. If you haven't run your scheduled jobs, you are prompted to do so on an individual job level. For more information on running scheduled jobs, see Run the GenAI/AgenticAI Assessment scheduled job.

    The summary tab provides a consolidated summary of overall findings along with summarization and resolution notes for ITSM and CSM. The results shown are estimates. You should evaluate results provided by Now Assist Readiness Evaluation for accuracy and appropriateness for your use case.

    To better understand the estimated remediation effort, select the Legends button. The legend shows the estimated remediation effort using sizing verbiage and colors, along with an estimated timeline of remediation in development days. The legend also includes descriptions of the icons found next to the assessment questions.

    Figure 1. Example of Legends estimated remediation effort sizing
    Legends button displays estimated remediation efforts such as None, Small, Medium, Large, XL, or XXL, and also includes icon descriptions.

    After reviewing the summary, select the individual assessment tabs to review those specific assessments. The questions for each assessment differ. For example, the questions and answers on the Agentic AI - ITSM assessment are different than the questions and answers on the Agentic AI - CSM assessment.

    Note:
    The assessments gather information from tables. To view any of the tables' available questions, answers, assessments, or assessment run successes or failures, search for the applicable table in the navigation filter:
    • Questions [sn_assess_question] table
    • Answers [sn_assess_answer] table
    • Assessment [sn_assess_assessment] table
    • Assessment Run [sn_assess_assessment_run] table

    For more information about how to search for tables in the navigation filter, see Navigate directly to a table.

    The assessments include visual indicators to guide you on non-blocker and blocker results. The following list details the descriptions of the assessment's visual indicators:

    • : Informational area and no further action needed.
    • : Further action is needed to resolve findings before implementation. These required areas include estimated remediation efforts.
    • : Recommended area warning, but the finding should be evaluated before implementation. These recommendations are observations that should be reviewed prior to implementation but no estimated remediation effort is provided.

    You can select Download Report to export the entire agentic assessment report in PDF format from the Summary tab. The exported report still includes hyperlinks to the specific individual assessments. Selecting Download Report on an individual assessment downloads only that report in PDF format. After selecting a hyperlink in the PDF, that record or table opens in a separate browser tab.

    Note:
    You don’t have to select Download Report to work directly with the problematic records or tables found in the assessment. Each assessment includes hyperlinks to the records or tables that need attention. Selecting a hyperlink opens the record or table in a separate browser tab.
    Figure 2. Example of the Agentic AI - ITSM assessment
    The Agentic AI - ITSM assessment is shown and includes the relevant questions and records.

    After reviewing the assessment and making the suggested assessment changes, rerun your scheduled jobs to see how your results improve. For more information on rerunning a specific job or all jobs, see Run the GenAI/AgenticAI Assessment scheduled job.