Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.

Overview of Incident triaging and resolution agentic workflows

Agentic workflows for Now Assist IT Service Management

Agentic workflow name	Description	Available AI agents
Triage and categorize ITSM incidents	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.	Categorize ITSM incident AI agent Classify service and CI AI agent Link major incident AI agent Link incident to problem AI agent Link major incident and link problem AI agent
Investigate and resolve ITSM incidents	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 Find catalog item AI agent ITSM incident resolution investigation AI agent
Manage Microsoft 365 group members	Adds or removes groups and email distribution lists from the Microsoft 365 group.	Microsoft 365 group membership AI agent
Generate post incident reviews	Generates a post-incident report for major incidents and notifies the fulfiller.	Post-incident review AI agent
Generate change request plans	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 Change implementation plan AI agent Change backout plan AI agent Change test plan AI agent Change risk and impact analysis AI agent Change justification proposal AI agent Finish change plan AI agent
Notify users with Twilio	Sends text messages to recipients using Twilio.	Twilio SMS text AI agent