Use agentic AI in Now Assist for ITOM

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Use agentic AI in Now Assist for ITOM

    Now Assist for IT Operations Management (ITOM) leverages agentic AI workflows to autonomously complete various IT operational tasks. These workflows help streamline alert triage, error diagnostics, impact analysis, certificate renewals, and alert grouping, enhancing operational efficiency and decision-making. Access to these features depends on your ServiceNow license and product tier.

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    Key Features

    • Agentic Workflows for ITOM:
      • Triage and Analyze Alerts: Automatically updates assignments, analyzes alerts, detects patterns, and filters noise using multiple AI agents focused on alert handling, history, related incidents, and verification.
      • Agent Client Collector (ACC) Diagnostic Workflow: Provides generative AI-driven error analyses for specific agents or error codes, enabling targeted troubleshooting.
      • Analyze Alert Impact: Investigates alerts and provides contextual information to improve response efficiency, utilizing alert impact and information retrieval AI agents along with observability agents.
      • Analyze Potential Impact: Assesses how change requests may affect servers and services, supporting proactive risk management.
      • TLS Certificate Renewal: Identifies certificates nearing expiration and automates their renewal in bulk.
      • Alert Grouping Recommendations: Suggests tag-based groupings for selected alerts to improve organization and prioritization.
    • AI Model Providers: Now Assist supports multiple AI model providers, including Now LLM Service, Now LLM Long Term Stable (LTS) models, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Configuration and skill-level preferences are managed via AI Control Tower and the Now Assist Admin console.
    • Security: Security settings for running AI agents and workflows are enforced through Access Control Lists (ACLs) and user identity management, configurable within AI Agent Studio.
    • Installed Agents: Some AI agents installed with Now Assist may not be part of agentic workflows but are accessible. Customers can view all available agents to understand their options.

    What You Can Expect

    By using agentic AI workflows in Now Assist for ITOM, ServiceNow customers can expect automated, intelligent handling of IT operational tasks, reducing manual effort and improving accuracy in alert management, diagnostics, impact analysis, and certificate management. This leads to faster incident resolution and more efficient IT operations. The integration with multiple AI providers and robust security controls ensures flexibility and compliance for enterprise environments.

    Use the IT Operations Management (ITOM) agentic workflows to complete tasks autonomously.

    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.
    Table 1. Available agentic workflows for ITOM AI agent collection
    Agentic workflow name Description Available AI agents
    Triage and analyze alerts Triages alerts by updating assignments, analyzing alerts, detecting recurring patterns, and differentiating between noise and real alerts.
    • Alert handling AI Agent
    • Alert analysis AI agent
    • Alert history analysis AI agent
    • Related incidents analysis AI agent
    • Alert verification AI agent
    Agent Client Collector (ACC) Diagnostic Workflow Displays error analysis created by Now Assist using generative AI. Error analyses enable asking questions on a specific agent's error or error code. Agent Client Collector (ACC) Diagnostic
    Analyze alert impact Investigates an alert and gives you the context that you need to respond efficiently.
    • Alert impact summary AI agent
    • Alert information retrieval AI agent
    • Observability agents

    For details about observability agents, see Configure observability agents for Now Assist.
    Analyze potential impact Analyzes the potential impact of a change request on relevant servers and suggested services. Analyze Potential Impact
    TLS Certificate renewal View all certificates about to expire and renew then automatically all at once.
    Alert grouping recommendations Provides tag-based group recommendations for selected alerts. Alert grouping recommendations AI agent
    Important:
    Some Now Assist skills, agents, and agentic workflows are turned on by default. For more information, see Now Assist skills, agents, and agentic workflows on by default.

    AI model providers

    You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

    Security

    Enable security settings to run AI agents and agentic workflows using Access Control Lists (ACLs) and user identities. You can configure and manage the ACLs in AI Agent Studio. See Implement access control in Now Assist AI agents for more information.

    Installed agents

    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 to you, see Find AI agents.

    Visit the following links to learn about the Now Assist for ITOM agentic workflows.