---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Use agentic AI

# Agentic AI in change management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the ITSM change management agentic workflows to manage and complete tasks autonomously.

## Agentic workflows for the change management application {#now-assist-itsm-agentic-ai-in-change__section_eqt_vnv_ghc}

Important:  
To access the change request agentic workflows, make sure that you install the following applications:

1. ServiceNow Otto for IT Service Management (ITSM) (sn_itsm_gen_ai) plugin.
2. Change Management application. For more information, see [Configuring Change Management](https://servicenow-prod.fluidtopics.net/lvoyZnLpteL~~4JypmRKAw "You can configure various aspects of Change Management based on the specific requirements of your organization.").
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Note:  
* Before you begin, review these [Important considerations for using ServiceNow Otto for IT Service Management (ITSM) agentic AI](https://servicenow-prod.fluidtopics.net/WcfOlXXsblGBwae~t3mouA "Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.").
* For all available ITSM Agentic AI applications, see [Use agentic AI in ServiceNow Otto for IT Service Management (ITSM)](https://servicenow-prod.fluidtopics.net/4Jk8WQleWG1oyOhFHHAkZw "Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.").
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| Agentic workflow name | Description | Available AI agents |
|-|-|-|
| [Assess conflicts for a change request](https://servicenow-prod.fluidtopics.net/7NNNVcOeoSzNrgAG~1593w "Use the assess conflicts for a change request agentic workflow to run conflict detection for change requests and assess conflicts, and identify affected configuration items (CIs) and impacted services.") | Runs conflict detection for change requests and assesses conflicts, identifies affected CIs and impacted services | Change conflict assessor AI agent |
| [Assess quality of a Change Request](https://servicenow-prod.fluidtopics.net/8PKhLfeZpaVG1hxDDjFHGQ "Use the assess quality of a change request agentic workflow to assess the quality of a change request and generate suggestions to improve the information in the fields. The workflow uses an active change policy document if one applies, or falls back to similar closed change requests.") | Assesses information quality for new change requests by analyzing closed change requests with matching descriptions. | Change quality assessor AI agent |
| [Explain SLA](https://servicenow-prod.fluidtopics.net/PpmUOcix50Gq2Y2VcPr9ig "Use the explain SLA agentic workflow to analyze a Service Level Agreement (SLA) and gain insight into the SLA assignment, task ownership, and pause and resume events in the SLA duration for a task, such as an incident, problem, case, or change request.") | Provides insight into priority SLAs, task assignment, and frequency of pause and resume events of SLA for an incident, problem, case, or change request. | Explain SLA |
| [Schedule a change](https://servicenow-prod.fluidtopics.net/anB~pMB8uCfw03ILZzKnNg "Use the schedule a change agentic workflow to schedule change requests by identifying the available schedule slots.") | Schedule change requests by identifying the available schedule slots. | Schedule Change Request AI agent |
| [Suggest configuration items for a change request](https://servicenow-prod.fluidtopics.net/LDTu4vt28Miq24QkW86ijw "Use the suggest configuration items for a change request agentic workflow to make the process of selecting configuration items during change creation conversational, intuitive, and efficient for users.") | Recommends configuration items during change creation. | Change CI suggestion AI agent |
| [Create outages for a change request](https://servicenow-prod.fluidtopics.net/i5KmTEmIC4Kwt3bH0LN81g "Use the create outages for a change request agentic workflow so users can associate outages with a change request easily in a conversational and intuitive way.") | Associates outages with a change request quickly. | Change outage assistant AI agent |
| [Create standard change request](https://servicenow-prod.fluidtopics.net/ECvKX77tyRyA3vVf1N2uAw "Use the create standard change request agentic workflow to help users create a standard, normal, or emergency change request in a conversational and intuitive way.") | Creates a standard, normal, or emergency change request in a conversational way. | Standard change template recommender AI agent |
| [Create standard change template proposal](https://servicenow-prod.fluidtopics.net/~ZmDpx7RAYJArs6GiASbqw "Use the create standard change template proposal agentic workflow to help users quickly create a change template proposal record based on similar change requests.") | Creates a change template proposal record based on similar change requests. | Standard change template proposal AI agent |
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