---
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


---

# Change Management

# Agentic AI in the Change Management application {#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 in the Change Management application.  
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.").
{#using-agentic-workflows__ol_stg_s4q_jhc}  
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.").
{#using-agentic-workflows__ul_ttg_s4q_jhc}

## Agentic workflows for the change management application {#using-agentic-workflows__section_eqt_vnv_ghc}

{#using-agentic-workflows__table_wmj_tzn_fhc__entry__3}

| Agentic workflow name | Description | Available AI agents |
|-|-|-|
| Assess conflicts for a change request | 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 | Assesses information quality for new change requests by analyzing closed change requests with matching descriptions. | Change quality assessor AI agent |
| Explain SLA | 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 | Schedule change requests by identifying the available schedule slots. | Schedule Change Request AI agent |
| Suggest configuration items for a change request | Recommends configuration items during change creation. | Change CI suggestion AI agent |
| Create outages for a change request | Associates outages with a change request quickly. | Change outage assistant AI agent |
| Create standard change request | Creates a standard, normal, or emergency change request in a conversational way. | Standard change template recommender AI agent |
| Create standard change template proposal | Creates a change template proposal record based on similar change requests. | Standard change template proposal AI agent |
[ ]

{#using-agentic-workflows__table_wmj_tzn_fhc}