Who can benefit from Now assist for ITSM ?

[Abdellah TAHRI]

ITSM applications are used by many types of profiles ,

Employees , agents & managers .

Now Assist was designed for all these different profiles, even if all those users have different roles & jobs in the organization , they do have same expectations , work faster , it could be more self-service for employees , accelerate & facilitate performing tasks for agents , and increase productivity of users for managers .

What are the Now Assit capabilities ? and who can benefit from them ?

• Summarization :

This capability can provide a summary of a record or a conversation .

This capability includes :

chat summarization , that provides a summary of the entire interaction with an end user .

Incident & change request summarization , will generate a summary of the incident or change record .

Starting from the Xanadu release , this capability is brining more information to the agent based on Short Description , Description , work notes …

This capability is designed more for agents .

• Change request risk explanation : this capability as its name suggests , will explain change risks , why the risk is rated high or low .

This capability can be used by change managers

• Now assist for Virtual agent

With the new Gen AI capabilities included in virtual agent , the employees experience is improved .

With Multi-turn conversational memory , virtual agent is capable of having references to earlier parts of the conversation , and can consider everything that have been shared by users .

Virtual agent answers are also improved to include simple and step-by-step instructions to employees .

• Resolution notes generation

This capability provides automatically the details of how an incident was resolved , saving time to agent in the incident closure and providing context to other agents .

• Knowledge generation :

Agents can automatically generate knowledge articles after closing an incident