---
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


---

# ITSM

# Agentic AI in ServiceNow Otto for ITSM {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.

## Agentic workflows for Now Assist
IT Service Management {#now-assist-using-agentic-workflows-in-itsm__section_gw3_5tq_vgc}

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| Agentic workflow name | Description | Available AI agents |
|-|-|-|
| [Triage and categorize ITSM incidents](https://servicenow-prod.fluidtopics.net/hULPxQgVdqacY7zhnPV6dg "Use the Triage and categorize ITSM incidents AI agent team to assign incident categories and subcategories. Then, assign the service, service offering, and the configuration items (CI), and also link major incidents, and known problems autonomously.") | Enables fulfillers to determine the category, subcategory, and configuration item automatically for a given incident. After categorizing the incident, it looks for related major incidents or known problems and links them automatically. | 1. Categorize ITSM incident AI agent 2. Classify service and CI AI agent 3. Link major incident and link problem AI agent {#now-assist-using-agentic-workflows-in-itsm__ol_xdr_zhg_y2c} |
| [Investigate and resolve ITSM incidents](https://servicenow-prod.fluidtopics.net/KF~ibas5JV_TdcD7hee9Ig "Use the Investigate and resolve ITSM incidents AI agent team to get recommendations to resolve an incident based on the incident number. Check for related catalog items, Knowledge articles, and similar resolved incidents to generate resolution steps for the incident.") | Provides recommendations for a resolution using catalog, Knowledge, and past incidents and sends the information to the user. | ITSM incident resolution plan investigation AI agent |
| [Manage Microsoft 365 group members](https://servicenow-prod.fluidtopics.net/ngKWx0Lko~4A924sCvi7FA "Use the Microsoft 365 group membership AI agent to manage users in the Microsoft 365 email distribution list.") | Adds or removes groups and email distribution lists from the Microsoft 365 group. | Microsoft 365 group membership AI agent |
| [Generate post incident reviews](https://servicenow-prod.fluidtopics.net/pAP5ombGyHFw660xkgtEnA "Use the Post-incident review AI agent to generate a review report after a major incident is resolved. You can review and revise this report if necessary.") | Generates a post-incident report for major incidents and notifies the fulfiller. | Post-incident review AI agent |
| [Generate change request plans](https://servicenow-prod.fluidtopics.net/KQo07HymcFzu6WLaSND7TQ "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.") | Generates a comprehensive implementation, test, and backout plan based on the specified change request number. It also analyzes the potential risk and impact of a change request and proposes a justification. | Change request plans AI agent |
| [Notify users with Twilio](https://servicenow-prod.fluidtopics.net/NpFF8jkOXT8PjmKZraNdbA "Use the Twilio SMS text AI agent to help streamline communication processes and enhance workflow efficiency.") | Sends text messages to recipients using Twilio. | Twilio SMS text AI agent |
| [Incident assist](https://servicenow-prod.fluidtopics.net/j8djUUCxDFJZ9G39oI_xPg "Use the Incident assist agentic workflow to get answers to questions about an incident, including caller assets, recent incidents, similar resolved incidents, and on-call experts.") | Answers questions about an open incident, including caller assets, recent incidents, similar resolved incidents, and on-call experts. | 1. Incident context AI agent 2. Additional incident context AI agent {#now-assist-using-agentic-workflows-in-itsm__ol_bpk_xfb_s3c} |
| Who is On Call | Retrieves on-call roster information for specific shifts, groups, or time periods. | On Call Retrieval AI agent |
[ ]

{#now-assist-using-agentic-workflows-in-itsm__table_lxk_lck_h2c}