Existing AI Agent for ITOM multi-domain RCA and recovery recommendations?

[anishkuti]

We are building a ServiceNow lab for proactive service assurance. Once Event Management creates an incident from a service-degradation alert, we need an automated capability to:

• Correlate alerts, previous incidents, changes, maintenance, customer cases, service inventory, CMDB, and service-topology data
• Generate ranked probable causes with confidence scores
• Recommend the next diagnostic or recovery action
• Add the assessment to the incident and initiate the appropriate workflow

Is there an out-of-box ServiceNow AI Agent, AI Agent Studio template, Store application, or Impact accelerator that already supports this pattern?

[MahavirT]

Yes, most of this pattern is already supported through a combination of Probable Root Cause Analysis (RCA), Analyze Alert Impact (ITOM AIOps agentic workflow), Past Incident Analysis, and AI Agent Studio. These capabilities can correlate alerts, topology, CMDB, changes, and historical incidents, generate ranked root-cause candidates, recommend next actions, and update incidents or trigger remediation workflows. For additional data sources such as CSM cases or maintenance schedules, AI Agent Studio can be extended with custom tools.

[anishkuti]

I am looking like as below where agent will give Assessment...

AI Assessment

Potential causes identified:

Possible Cause	Confidence
Customer Edge Router Issue	15%
Access Circuit Issue	20%
Service Profile Mismatch	45%
Recent Change Impact	15%
External Network Event	5%

AI Recommended Recovery Path

1. Managed service health verification
2. Session rebuild
3. Service profile refresh
4. Network path optimisation