How can AI Agents improve Incident Management in ITSM?

[abdussaboor]

Hello everyone,

I am currently learning ServiceNow and exploring AI Agents and ITSM. I would like to understand how AI Agents can improve Incident Management in a real-world environment.

I have a few questions:

1. How does ServiceNow AI automatically categorize and prioritize incidents?

2. Can AI assign tickets to the correct assignment group without manual work?

3. What are best practices for safely implementing AI in ITSM?

4. Should beginners start with AI suggestions instead of full automation?

I am using a developer instance for learning purposes. Any guidance or documentation links would be very helpful.

Thank you.