Washington DC |
No updates for this release. |
Xanadu |
Xanadu Patch 9
- Using IT Service Management AI agent collection
- Use the IT Service Management AI agent collection to boost productivity, and autonomously resolve business tasks.
Table 1. Available agentic workflows
| Agentic workflows |
Description |
| Triage and categorize ITSM incidents |
Identify the category, subcategory, and configuration item for an incident automatically, and link associated major incidents or known problems. |
| Investigate and resolve ITSM incidents |
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. |
| Manage Microsoft 365 group members |
Add or remove groups and email distribution lists from the Microsoft 365 group. |
- Generate change request plans use case
- Use the following additional AI agents to handle change requests.
| AI agent |
Description |
| Change risk and impact analysis AI agent |
Analyzes the potential risk and impact of a change request. |
| Change justification proposal AI agent |
Proposes justification for a change request. |
- Generate a Major Incident email recommendation
- Draft a communication for a major incident using an email template. You can fill in the template field values with an AI-generated response.
- Generate comments and work notes using the Now Assist context menu
- Enable your agents to generate comments and work notes quickly and add them to incidents using the Now Assist panel.
- Incident sentiment and sentiment trend
- Make informed decisions on incidents by considering the requester's sentiments and the reasoning behind them.
- Generate suggested steps
- Automatically generate suggested steps to resolve an incident by analyzing the solutions from clusters of similar resolved incidents.
- Summarizing attachments in the Incident summarization skill
- Summarize, analyze, and extract data from attachments that are of type PNG or JPEG using Document Intelligence in the Incident summarization skill.
- Using self service to deflect incidents in a ServiceNow portal by using Now Assist for IT Service Management (ITSM)
- Designed to reduce the number of incidents to be resolved by deflecting issues with self-service.
- Customizing a Now Assist for IT Service Management (ITSM) change risk skill
- Efficiently explain the risk of a change request by adding custom input fields to the following input tables:
- Change request
- Past similar change request
- Incident caused by change
- Refining a change risk explanation response
- Refine the explanation to a change risk by shortening or lengthening a response by using Now Assist for IT Service Management (ITSM).
- Risk Assessment as input to calculate a change risk
- Use risk assessment values as an input to explain the risk of a change request.
- Generating an email response by using Now Assist for IT Service Management (ITSM)
- Get recommendations for email responses that agents can review and send to users. Agents can also get email template and content edit recommendations from Now Assist for IT Service Management (ITSM).
- Monitoring task status using pre-built LLM topics with Now Assist in ITSM Virtual Agent
- Copy and customize a ITSM Virtual Agent core ITSM topic template to track the status of a task by using Now Assist in ITSM Virtual Agent.
- Xanadu Patch 7
- Using IT Service Management AI agent collection
- Use IT Service Management AI agent collection to boost productivity, and autonomously resolve business tasks.
Table 2. Available AI agents use cases
| AI agent use case |
Description |
| Generate post incident reviews |
Enhance IT productivity during major incidents by minimizing the time required to generate post-incident reviews using AI agents. This process helps improve communication and avoid outages. |
| Generate change request plans |
Enhance IT productivity and help decrease the time to schedule change and manage change risk using AI agents. These AI agents can look up similar changes, generate implementation, back out, and test plans to
manage change effectively. |
| Categorize incidents |
Autonomously recommend incident categorization using AI agents. The AI agent assigns a category, subcategory, and a configuration item (CI) to incidents based on the incident description. The assigned CI is also
based on callers associated with that item. |
| Notify users with Twilio |
Send text messages via SMS to recipients manually using AI agents to help improve the time required for subject matter expert response.Important: To enable the display of the Notify users with Twilio use case, you must activate the Twilio Spoke plugin (sn_twilio_spoke). For more information, see Twilio Spoke. |
- Xanadu Patch 3
- Risk rating explanation for a change request
- Provide your change managers with a better understanding of the risk rating of a change request, including the potential impacts and risks, by generating the risk explanation by using the Now Assist icon. The risk rating explanation can be generated on the change request form and in the Now Assist panel.
- Ask questions on an incident
- Enable your agents to quickly obtain common incident information conversationally within the incident record by asking questions in the Now Assist panel. Topics include the caller's assets, caller's recent incidents, on-call experts, and similar resolved incidents.
- Enhanced incident resolution notes using the Now Assist context menu
- Provide your agents with enhanced resolution notes information in the incident summary, including the root cause and steps taken to resolve the issue, by using the Now Assist context menu.
- Proactive actionable ITSM Virtual Agent notifications
- Provide your agents with proactive actionable notifications as part of ITSM Virtual Agent pre-built Large Language Model (LLM) topic conversations that are designed to help your users complete common IT-related tasks.
- Change request summarization enhancements
- Provide your change managers with an improved change request summary including additional details, such as the affected configuration items (CIs) and impacted services.
- Incident summarization enhancements
- Provide your agents with an improved incident summary by including additional details, such as the service level agreements (SLAs), affected CIs and impacted services, and child incidents.
- Xanadu Patch 1
- Summarize a change request
- Provide your change managers with a better understanding of the content, intent, and impact of a change request by viewing the change summarization on the change request form and in the Now Assist panel.
- Generating a knowledge article from similar incidents
- Enable your agents to generate a comprehensive knowledge article by leveraging information from a similar set of incidents.
- Generating chat reply recommendations
- Provide your agents with quick answers to common questions that are asked in chats by using the Now Assist icon
 in chat reply recommendations.
- Summarizing a Sidebar discussion
- Enable your agents to summarize Sidebar chats and post summaries into the work notes of incidents, changes, requests, problems, and knowledge base tasks (any record type where Sidebar discussions are enabled) by using Sidebar discussion summarization.
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Yokohama |
- Yokohama Patch 11
- Adding self-service and deflection to phone channels using Voice AI agents
- Enhance employee productivity with Voice AI agents by adding self-service and deflection to their phone channel.
- Getting password reset instructions using an AI agent
- The DEMO Password reset agent is a demo AI agent that provides requesters with password reset instructions for the account that they need help with.
- Editing the incident summarization skill prompts and inputs using the Now Assist Skill Kit
- You can edit the prompts and inputs for the incident summarization skill within the Now Assist Skill Kit (NASK) and test the updates you've made.
- Expanding attachment summarization capabilities to include additional document formats and language
- You can now summarize, analyze, and extract data from attachments in additional formats and languages.
- Enhancing the efficiency of the Investigate and resolve ITSM incidents agentic workflow
- For better efficiency, the ITSM incident resolution investigation AI agent and Find catalog item AI agent have been combined into one agent. This agent is called the ITSM incident resolution plan investigation AI agent.
- Enhancing the efficiency of the Triage and categorize ITSM incidents agentic workflow
- For better efficiency, the Link major incident AI agent and the Link incident to problem AI agent have been combined into one agent. This agent is called the Link major incident or problem AI agent.
- Enhancing the efficiency of the Generate change request plans agentic workflow
- For better efficiency, the existing six agents in the change request plans agentic workflow have been combined into one agent. This agent is called the Change request plans AI agent.
- Display the risk factors sources that contribute to the calculation of a change risk explanation
- When a change risk is calculated, Now Assist for ITSM provides the list of the change requests that were used to identify the potential risks for the change risk explanation so that you can understand which risk factors contributed to the
calculated risk.
- Generating resolution notes using the Now Assist context menu
- As an admin, you can view and configure the Now Assist context menu (NACM) to generate resolution notes using the Resolution notes generation skill.
- Generating an activity response using the Now Assist context menu
- As an admin, you can view and configure the Now Assist context menu (NACM) for an activity response using the Incident activity response generation skill.
- Masking roles for controlled access to agentic workflows, AI agents, and skills
- Mask roles to restrict access to agentic workflows, AI Agents, and skills, ensuring that users receive only the necessary permissions.
- Suggest configuration items for a change request agentic workflow
- Find and link applicable configuration items (CIs) to a change request from the Now Assist panel in a conversational and intuitive way using the Suggest configuration items for a change request agentic workflow.
- Create outages for a change request agentic workflow
- Associate outages with a change request in a conversational and intuitive way from the Now Assist panel using the Create outages for a change request agentic workflow.
- Create standard change request agentic workflow
- Create a standard, normal, or emergency change request in a conversational and intuitive way from the Now Assist panel using the Create standard change request agentic workflow.
- Create standard change template proposal agentic workflow
- Create a change template proposal record based on similar change requests in a conversational and intuitive way from the Now Assist panel using the Create standard change template proposal agentic workflow.
- Diagnose and resolve issues on DEX monitored devices
- Diagnose and resolve issues on DEX monitored devices through a structured process that includes diagnosis of the cause, a resolution plan with actionable steps, and documenting the resolution in the incident
record.
- Generate comprehensive release notes for a release in Digital Product Release
- Automatically generate structured release notes for a release using the Generate Release Notes skill. This AI-driven capability compiles enhancements, features, incidents, and change records into structured notes with an
executive summary and scope of work sections, reducing manual effort and ensuring consistency. You can edit the AI-generated draft as needed, then publish and share via link or PDF download.
- Yokohama Patch 6
- Classify service and CI AI agent
- Automatically assign the related service, service offering, and configuration item (CI) to an incident using the Classify service and CI AI agent in the Triage and categorize ITSM incidents agentic workflow.
- Setting the AI user as the Run as user in the Triage and categorize incidents agentic workflow
- Create AI users for the identity type AI agent and assign roles to the AI user based on your needs. Run the agentic workflow as the AI user that determines the data access defined by the role.
- Matching flow action access control roles with the agent roles for the Notify users with Twilio agentic workflow
- When you update the agent role for the Notify users with Twilio agentic workflow, you must also update the corresponding access controls with those roles.
- Matching flow action access control roles with the agent roles for the Manage Microsoft 365 group members agentic workflow
- When you update the agent role for the Manage Microsoft 365 group members agentic workflow, you must also update the corresponding access controls with those roles.
- Using the itil role to add or update work notes in the Now Assist panel
- To add or update work notes in the Now Assist panel, the logged-in user must have the itil role.
- New third-party AI model provider options available for all Now Assist applications
- Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
- Editing prompts using the Now Assist skill kit
- As an admin, you can clone the following skills, then access the skill in the Now Assist skill kit, and update the prompts:
- Resolution notes generation skill
- Knowledge article generation skill
- Incident summarization skill
- Prompt inputs for Major incident email content recommendation
- Use related tables and fields as prompt inputs to generate a Major incident email content recommendation.
- Yokohama Patch 3
- Using IT Service Management AI agent collection
- Use the IT Service Management AI agent collection to boost productivity, and autonomously resolve business tasks.
Table 3. Available agentic workflows
| Agentic workflows |
Description |
| Triage and categorize ITSM incidents |
Identify the category, subcategory, and configuration item for an incident automatically, and link associated major incidents or known problems. |
| Investigate and resolve ITSM incidents |
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. |
| Manage Microsoft 365 group members |
Add or remove groups and email distribution lists from the Microsoft 365 group. |
- Generate change request plans
- Use the following additional AI agents to handle change requests.
| AI agent |
Description |
| Change risk and impact analysis AI agent |
Analyzes the potential risk and impact of a change request. |
| Change justification proposal AI agent |
Proposes justification for a change request. |
- Generate a Major Incident email recommendation
- Draft a communication for a major incident using an email template. You can fill in the template field values with an AI-generated response.
- Generate comments and work notes using the Now Assist context menu
- Enable your agents to generate comments and work notes quickly and add them to incidents using the Now Assist panel.
- Incident sentiment and sentiment trend
- Make informed decisions on incidents by considering the requester's sentiments and the reasoning behind them.
- Generate suggested steps
- Automatically generate suggested steps to resolve an incident by analyzing the solutions from clusters of similar resolved incidents.
- Summarizing attachments in the Incident summarization skill
- Summarize, analyze, and extract data from attachments that are of type PNG or JPEG using Document Intelligence in the Incident summarization skill.
- Yokohama Patch 1
- Using IT Service Management AI agent collection
- Use the IT Service Management AI agent collection to boost productivity, and autonomously resolve business tasks.
Table 4. Available AI agent use cases
| AI agent use case |
Description |
| Generate post incident reviews |
Enhance IT productivity during major incidents by minimizing the time required to generate post-incident reviews using AI agents. This process helps improve communication and avoid outages. |
| Generate change request plans |
Enhance IT productivity and help decrease the time to schedule change and manage change risk using AI agents. These AI agents can look up similar changes, generate implementation, back out, and test plans to
manage change effectively. |
| Categorize incidents |
Autonomously recommend incident categorization using AI agents. The AI agent assigns a category, subcategory, and a configuration item (CI) to incidents based on the incident description. The assigned CI is also
based on callers associated with that item. |
| Notify users with Twilio |
Send text messages via SMS to recipients manually using AI agents to help improve the time required for subject matter expert response.Important: To enable the display of the Notify users with Twilio use case, you must activate the Twilio Spoke plugin (sn_twilio_spoke). For more information, see Twilio Spoke. |
- Yokohama Early Availability
- Using self service to deflect incidents in a ServiceNow portal by using Now Assist for IT Service Management (ITSM)
- Designed to reduce the number of incidents to be resolved by deflecting issues with self-service.
- Customizing a Now Assist for IT Service Management (ITSM) change risk skill
- Efficiently explain the risk of a change request by adding custom input fields to the following input tables:
- Change request
- Past similar change request
- Incident caused by change
- Refining a change risk explanation response
- Refine the explanation to a change risk by shortening or lengthening a response by using Now Assist for IT Service Management (ITSM).
- Risk Assessment as input to calculate a change risk
- Use risk assessment values as an input to explain the risk of a change request.
- Generating an email response by using Now Assist for IT Service Management (ITSM)
- Get recommendations for email responses that agents can review and send to users. Agents can also get email template and content edit recommendations from Now Assist for IT Service Management (ITSM).
- Monitoring task status using pre-built LLM topics with Now Assist in ITSM Virtual Agent
- Copy and customize a ITSM Virtual Agent core ITSM topic template to track the status of a task by using Now Assist in ITSM Virtual Agent.
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