IT Service Management AI agent collection Generate post incident reviews agentic workflow

  • Release version: Xanadu
  • Updated February 7, 2025
  • 2 minutes to read
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    Summary of IT Service Management AI agent collection Generate post incident reviews agentic workflow

    The Generate post incident reviews agentic workflow in ServiceNow enables automatic creation of comprehensive post-incident review reports immediately after a major incident is closed. This workflow helps IT Service Management teams quickly analyze incident outcomes, improving response effectiveness and minimizing business impact.

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    Key Features

    • Automated Report Generation: Uses the Post-incident review AI agent to fetch incident details, related records, and summaries to create structured reports.
    • Report Content: Includes Executive Summary, Customer/Service Impact, Detailed Technical Summary, and Action Items & Prevention sections.
    • Customizable Workflow: Customers can duplicate and modify the agentic workflow to suit their organizational requirements, ensuring flexibility.
    • Integration and Activation: Requires activation of the Incident Management - Major Incident Management plugin to enable the workflow. AI agent activation and status enablement are also necessary.
    • Access Control: Workflow output display can be configured for specific roles, with the itil role included by default.
    • Notification and User Interaction: Once the report is generated, fulfillers receive a notification in AI Agent Studio to review and finalize the report by following on-screen instructions.

    Practical Use and Benefits

    This workflow streamlines the post-incident review process, reducing manual effort and time delays. By providing a clear, structured report automatically, it supports faster incident resolution cycles and helps teams implement effective prevention measures. The ability to customize and control access ensures alignment with organizational processes and security requirements.

    Implementation Steps

    • Navigate to All > AI Agent Studio > Create and manage and select Post-incident reporting to access the workflow.
    • Ensure the Active button is enabled in the trigger form for autonomous execution.
    • Activate the required plugin (com.snc.incident.mim) for Major Incident Management.
    • Configure the AI agent’s availability and enable the Status field to activate it.
    • Define where the workflow output will be displayed and assign appropriate roles.
    • Save, test, and begin using the workflow to generate post-incident review reports.

    Use the Post-incident review AI agent to generate a review report after a major incident is closed. You can review and revise this report if necessary.

    Generate post incident reviews agentic workflow overview

    Using the Generate post incident reviews agentic workflow, generate reports after an incident is closed. The report includes the following sections:
    • Executive Summary
    • Customer/Service Impact
    • Detailed Technical Summary
    • Action Items & Prevention

    The time taken to resolve incidents may be reduced, and the business impact may be minimized when responses to major incidents are both effective and efficient. For information on how major incidents are created, see Major Incident Management process.

    To modify the Generate post incident reviews agentic workflow, duplicate it, and adjust the settings according to your requirements.

    Important:
    When you modify a use case, AI agent, or tool, make sure that you update all instructions accordingly.

    Generate post incident reviews agentic workflow

    Autonomously generate a report for the fulfiller once a major incident has been closed.

    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Post-incident reporting.
    Important:
    In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously.
    Important:
    To enable the display of the Generate post incident reviews agentic workflow, you must activate the Incident Management - Major Incident Management plugin (com.snc.incident.mim). For more information, see Activate Incident Management - Major Incident Management.

    AI agents used in the Generate post incident reviews agentic workflow

    The Post-incident review AI agent is used to fetch incident details, related records, and the post incident summary.

    Important:
    In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.

    Generating the report

    In the agentic workflow record:
    1. Review the information in the Describe and connect screen and in the Define trigger screen, make the necessary updates, and then select Save and Continue.
    2. In the Select display screen:
      1. Choose where you want the agentic workflow output to be displayed.
      2. Use the arrow next to it to add roles that can access the agentic workflow.
        Note:
        The itil role is added by default.
      3. Select Save and test.

        The agent executes the request for the agentic workflow.

      Example of a Generate post incident reviews agentic workflow report in the ServiceNow AI Agent Studio Generate post incident reviews agentic workflow output.

    In the AI Agent Studio, the fulfiller receives a notification as soon as the report is generated, enabling them to follow the on-screen instructions and complete the task. For more information, see Request the generative AI capabilities in ITSM by using the Now Assist panel.