Quick-Start Issue Auto-Resolution for ITSM

Michael Zizovsk
ServiceNow Employee
ServiceNow Employee

Issue Auto Resolution uses ITSM Virtual Agent to proactively resolve incidents through a conversation on the user's preferred chat channel. Proactively deflect common ITSM incidents to ITSM Virtual Agent. Initiate a conversation with an end user after they submit an incident through a non-conversational service channel, if an existing ITSM Virtual Agent conversation can resolve the issue.

 

 

Below are links to youtube videos which demonstrates the following:

 

  1.  What is Issue Auto-Resolution
  2.  How to Quick-Start IAR for ITSM 

 

More information on Issue Auto-Resolution for ITSM can be found here.

 

 IAR ITSM implementation guide can be found here.

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