--- sourceDocument: Yokohama IT Operations Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/it-operations-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama IT Operations Management ft:clusterId : - itom bundleId : - itom workflow : - Technology --- # Using agentic workflows in ServiceNow Otto for ITOM # Using agentic workflows in ServiceNow Otto for IT Operations Management (ITOM) {#ariaid-title1} * Release version: Yokohama * * Updated August 21, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Using agentic workflows in ServiceNow Otto for IT Operations Management (ITOM) ServiceNow Otto for IT Operations Management (ITOM) offers agentic workflows that enable autonomous task completion to improve IT alert management and operational efficiency. These workflows leverage AI agents to triage alerts, analyze impacts, and manage alerts independently, reducing manual intervention and accelerating response times. Show full answer Show less ## Key Features * **Triage and Analyze Alerts:** Automatically updates alert assignments, analyzes alerts, detects recurring patterns, and filters noise from real alerts using a collection of AI agents (Alert handling, Alert analysis, Alert history analysis, Related incidents analysis, Alert verification). * **Agent Client Collector (ACC) Diagnostic Workflow:** Uses generative AI to provide detailed error analysis and supports querying specific agent errors or error codes. * **Analyze Alert Impact:** Investigates alerts to provide contextual information for efficient response, incorporating data from alert impact summaries and monitoring tools like Dynatrace, Kentik, and New Relic. * **Analyze Potential Impact:** Assesses how change requests might affect servers and services, aiding informed decision-making. * **Alert Grouping Recommendations:** Offers tag-based recommendations to group related alerts effectively. * **Manage Alerts Autonomously:** Conducts comprehensive alert investigation, generates summaries, and stores insights automatically to enhance operational management. * **TLS Certificate Renewal:** Identifies expiring certificates and automates their renewal, ensuring continuous security compliance. ## AI Model Providers and Configuration Customers can select AI model providers such as Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini, or Anthropic Claude on AWS. Configuration is controlled through the AI Control Tower and AI Admin Hub, allowing tailored deployment of AI skills and agents. ## Security and Access Controls Security is managed using Access Control Lists (ACLs) and user identities configured in AI Agent Studio to ensure controlled and secure execution of AI agents and workflows. ## Practical Application for ServiceNow Customers * Automate and enhance alert triage and incident analysis to reduce manual workload and improve accuracy. * Gain actionable insights from alerts and change requests to make informed operational decisions quickly. * Leverage AI-driven autonomous alert management to increase ITOM efficiency and reduce response times. * Maintain security compliance by automating certificate renewals. * Customize AI model usage and access controls to fit organizational policies and requirements. Use the IT Operations Management (ITOM) agentic workflows to complete tasks autonomously. {#now-assist-itom-ai-agent-workflows__table_n5f_g4v_v2c__entry__3} | 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 {#now-assist-itom-ai-agent-workflows__ul_kfw_j4v_v2c} | | 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 {#now-assist-itom-ai-agent-workflows__ul_ft1_xsx_x2c} | | 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 | [Table 1. Available agentic workflows for ITOM AI agent collection] {#now-assist-itom-ai-agent-workflows__table_n5f_g4v_v2c} 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](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). ## AI model providers {#now-assist-itom-ai-agent-workflows__section_ry2_ykc_jgc} 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](https://www.servicenow.com/docs/access?context=ai-model-providers&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). ## Security {#now-assist-itom-ai-agent-workflows__section_tdp_jrc_jgc} 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](https://www.servicenow.com/docs/access?context=aia-security-implementation&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US) for more information. ## Installed agents {#now-assist-itom-ai-agent-workflows__section_pgq_zkc_jgc} 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](https://www.servicenow.com/docs/access?context=find-ai-agents&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). * To find agents that might not be installed on your instance, visit the [AI Agent Marketplace](https://store.servicenow.com/store/ai-marketplace) on the ServiceNow Store. {#now-assist-itom-ai-agent-workflows__ul_fjk_5cd_4gc} Visit the following links to learn about the ServiceNow Otto for ITOM agentic workflows. 1. [Triage and analyze alerts agentic workflow](https://servicenow-prod.fluidtopics.net/wvipIRO1sGkLqwQF3eGRwQ) Use the Triage and analyze alerts agentic workflow to complete preliminary alert tasks and analysis for alerts. 2. [Analyze alert impact agentic workflow](https://servicenow-prod.fluidtopics.net/NThxi4ChoE9BhAq2ABzhOQ) Use the analyze alert impact agentic workflow to investigate an alert and get the context that you need to respond efficiently. 3. [Analyze potential impact agentic workflow](https://servicenow-prod.fluidtopics.net/WvhkAF~sSRTvwxY5orbPGA) The Analyze potential impact agentic workflow analyzes how a change request might impact servers and suggested services. This analysis helps you make informed decisions about the next steps regarding the change request. 4. [Manage alerts autonomously agentic workflow](https://servicenow-prod.fluidtopics.net/KTE3tC8_8M1TImAFyLCqsw) Enhance IT operations with AI-driven, autonomous alert management using the manage alerts autonomously agentic workflow.