Using agentic workflows in Now Assist for IT Operations Management (ITOM)

  • Release version: Yokohama
  • Updated August 21, 2025
  • 2 minutes to read
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    Summary of Using agentic workflows in Now Assist for IT Operations Management (ITOM)

    Now Assist for IT Operations Management (ITOM) offers agentic workflows that enable autonomous completion of IT operational tasks using AI agents. These workflows streamline alert management, error analysis, impact investigation, and change request assessment to improve operational efficiency and decision-making.

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    Key Features

    • Triage and Analyze Alerts: Automatically triages alerts by updating assignments, analyzing alert patterns, filtering noise, and correlating related incidents using multiple AI agents.
    • Agent Client Collector (ACC) Diagnostic Workflow: Provides generative AI-driven error analyses for specific agent errors or error codes, allowing detailed diagnostic questioning.
    • Analyze Alert Impact: Investigates alerts to provide contextual information for efficient response, leveraging AI agents specialized in alert impact, information retrieval, and integration with monitoring tools such as Dynatrace, Kentik, and New Relic.
    • Analyze Potential Impact: Assesses the potential effects of change requests on servers and services to inform decision-making.
    • TLS Certificate Renewal: Identifies certificates nearing expiration and renews them automatically in bulk.
    • Alert Grouping Recommendations: Suggests tag-based alert groupings to organize and manage alerts effectively.
    • Manage Alerts Autonomously: Enables AI-driven alert investigation, summarization, and structured insight storage to enhance alert management without manual intervention.

    AI Model Providers and Configuration

    Now Assist supports various AI model providers including Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Customers can manage AI options and preferences through AI Control Tower and the Now Assist Admin console.

    Security and Access Control

    Security is enforced via Access Control Lists (ACLs) and user identity configurations managed in AI Agent Studio, ensuring controlled and secure operation of AI agents and agentic workflows.

    Additional Resources

    • Pre-installed AI agents may be available for use outside agentic workflows; customers can explore these within their instance or via the AI Agent Marketplace on the ServiceNow Store.
    • Detailed documentation and specific workflow guides assist with implementation and usage of each agentic workflow, such as triaging alerts or assessing change impacts.

    Benefits for ServiceNow Customers

    By implementing Now Assist agentic workflows, ITOM teams can expect reduced manual effort in alert handling, faster and more accurate analysis, proactive management of infrastructure changes, and enhanced operational intelligence. This leads to improved IT service reliability and more efficient incident response.

    Use the IT Operations Management (ITOM) agentic workflows to complete tasks autonomously.

    Table 1. Available agentic workflows for ITOM AI agent collection
    Agentic workflow name Description Available AI agents
    Triage and analyze alerts Triages alerts by updating assignments, analyzing alerts, detecting recurring patterns, and differentiating between noise and real alerts.
    • Alert handling AI Agent
    • Alert analysis AI agent
    • Alert history analysis AI agent
    • Related incidents analysis AI agent
    • Alert verification AI agent
    Agent Client Collector (ACC) Diagnostic Workflow Displays error analysis created by Now Assist using generative AI. Error analyses enable asking questions on a specific agent's error or error code. Agent Client Collector (ACC) Diagnostic
    Analyze alert impact Investigates an alert and gives you the context that you need to respond efficiently.
    • Alert impact summary AI agent
    • Alert information retrieval AI agent
    • Dynatrace analysis AI agent
    • Kentik analysis AI agent
    • New Relic analysis AI agent
    Analyze potential impact Analyzes the potential impact of a change request on relevant servers and suggested services. Analyze Potential Impact
    TLS Certificate renewal View all certificates about to expire and renew then automatically all at once.
    Alert grouping recommendations Provides tag-based group recommendations for selected alerts. Alert grouping recommendations AI agent
    Manage alerts autonomously Investigates alerts, summarizes alert-related reports, and stores structured insights with key findings in the AI Agent Insight table. Manage alerts AI agent
    Important:
    Some Now Assist skills, agents, and agentic workflows are turned on by default. For more information, see Now Assist skills, agents, and agentic workflows on by default.

    AI model providers

    You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

    Security

    Enable security settings to run AI agents and agentic workflows using Access Control Lists (ACLs) and user identities. You can configure and manage the ACLs in AI Agent Studio. See Implement access control in Now Assist AI agents for more information.

    Installed agents

    Looking for an AI agent?
    • There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
    • To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.

    Visit the following links to learn about the Now Assist for ITOM agentic workflows.