Using ITSM Virtual Agent pre-built topics
Summarize
Summary of Using ITSM Virtual Agent pre-built topics
ITSM Virtual Agent provides a collection of pre-built topic conversations designed to streamline common IT service management tasks for your users. These topics help automate frequent IT-related interactions, such as password resets, incident creation, change requests, and meeting management. Upon installation, these topics are read-only templates that should be duplicated and renamed to align with your company’s naming conventions before use.
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The system leverages Natural Language Understanding (NLU) models to accurately interpret user requests and trigger the appropriate actions. Some topics require additional paid plugins.
Key Features
- Pre-built Topic Categories: Organized by function, including ITSM Fulfiller (for IT professionals), IT Issues, Self-Service, Citrix session management, Password management, Microsoft Office 365 and Active Directory group management, Exchange Online and Server meeting management, and Virtual Machine management.
- Fulfiller Topics: Designed for ITSM professionals with the itil role to resolve incidents, create problems, and update tasks.
- Self-Service Topics: Enable end users to open and check ticket status, book conference rooms, submit requests, and manage service disruptions.
- IT Issues Topics: Automate troubleshooting for common user problems like email setup, VPN connectivity, printer issues, and hardware access.
- Password Management: Allow end users to reset passwords, change passwords, and unlock accounts through guided conversations.
- Integration Support: Enhance capabilities with Microsoft Office 365, Active Directory, Citrix, Exchange Online, and Exchange Server to manage groups, meetings, and virtual machines.
- Reusable Topic Blocks: Modular conversation components that perform common functions like incident creation or search, facilitating efficient topic development.
- Setup Topics: Standardize user experience with welcome greetings, conversation closing, feedback collection, surveys, and error handling.
Practical Benefits for ServiceNow Customers
By implementing these pre-built Virtual Agent topics, ServiceNow customers can rapidly deploy automated conversational workflows that enhance user self-service capabilities and reduce ITSM professional workload. The use of NLU ensures relevant and accurate task execution, improving overall user satisfaction and operational efficiency. Integration with Microsoft and Citrix platforms extends Virtual Agent’s usefulness across common enterprise environments.
Duplicating and customizing the read-only template topics allows customers to tailor conversations to specific organizational needs while leveraging a robust foundation of tested ITSM best practices.
ITSM Virtual Agent includes several pre-built topic conversations designed to help your users complete common IT-related tasks, such as resetting a password and creating an incident.
Once installed, ITSM Virtual Agent pre-built topics are read only and have (Template) after the name. To use them, duplicate the topic in the ITSM Virtual Agent conversation scope and rename it according to your company's naming conventions. Natural Language Understanding (NLU) models are used to identify and trigger the action that a user wants to perform.
The ITSM Virtual Agent pre-built topic conversations are organized in several topic categories. Use the following table to find the topics that fit your needs.
| I want to | Using this ITSM topic category | Available pre-built topics |
|---|---|---|
| Resolve issues as an ITSM professional with the itil role | ITSM Fulfiller |
|
| Automate common IT-related issues, such as email setup, VPN connectivity, and conference room problems | ITSM IT Issues |
|
| Give users to access IT-related information, such as IT ticket management, verify assigned equipment, and service disruptions | ITSM Self-Service |
|
| Automate Citrix connections | ITSM Self-Service (with Citrix integration) |
|
| Automate user password management | Password Reset for Virtual Agent application |
|
| Manage Microsoft Office 365 groups | ITSM Self-Service (with Microsoft Office 365 integration) |
|
| Manage Microsoft Active Directory groups | ITSM Self-Service (with Microsoft Active Directory integration) |
|
| Automate meeting invitations in Microsoft Exchange Online | ITSM Self-Service (with Microsoft Exchange Online integration) |
|
| Automate meeting invitations in Microsoft Exchange Server | ITSM Self-Service (with Microsoft Exchange Server integration) | Manage Meetings EXS |
| Manage virtual machines | Cloud VMs |
|
| Create a standard welcome greeting and a conversation closing, as well as user feedback and surveys | Setup Topics | Dynamic Greeting Topic |