ServiceNow Exchange: Autonomous IT Academy - AI Skills for Fulfillers

Published on by Abigail Lavadia | Updated on

AI Skills for Fulfillers | Autonomous IT Academy

Your IT fulfillers spend too much time on repetitive tasks — triaging incidents, writing resolution notes, searching for answers across tools. This session shows how Now Assist AI skills and agentic workflows change that.

We cover the fulfiller-facing AI capabilities available out of the box in Now Assist for ITSM, including incident triage and categorization, investigation and resolution guidance, post-incident review generation, and change request planning. You'll see how these skills fit within the Autonomous IT journey (Zero Touch IT Support, Automate phase) and learn the practical steps to activate them — from data readiness and plugin prerequisites through to KPIs that measure real adoption, not just usage.

The session includes a live capability demo walking through plugin setup, AI Control Tower governance, skill activation, agentic workflow enablement, and the Now Assist Panel in action.

What you'll take away: An 8-point best practice framework for rolling out AI fulfiller skills, a clear maturity model for AI adoption, recommended KPIs and thresholds, and a three-step action plan (Assess → Activate → Advance) to get started.

Presenters: Isaac Barcz (Staff Outbound Product Manager), Jeetu Singh Chauhan (Product Excellence Manager), and Cyrille Rivière (Principal Product Excellence Manager).

Want to go deeper after this session? Here are a few resources that connect directly to today's episode:

Autonomous IT Journey Map + Context — Autonomous IT, Zero Touch Support & Zero Service Outage Journey.
Primer: How AI Skills Work Together — How AI skills for Fulfillers and AI skills for Requestors combine to move from AI-assisted to autonomous.
Best Practice Guide: AI Skills for Fulfillers (Phase II) — Zero Touch IT Support Phase II, enhanced workflows to agentic AI.

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The Autonomous IT Academy is your guide to mastering ServiceNow's Autonomous IT framework. This series takes you through the full transformation journey, centered on achieving two critical outcomes: zero service outages and zero-touch IT support. Each session focuses on actionable steps—how to operationalize AI-driven automation, institute proactive issue resolution, and enable self-service capabilities across your IT environment. This series is designed to help you break silos, optimize workflows, and turn the vision of uninterrupted, efficient IT operations into reality. We will have product experts on hand to demonstrate concepts, provide actionable guidance, and answer your questions in a live setting.

Don't miss out on this opportunity to connect with ServiceNow experts and get your questions answered! Register today!

Questions for the presenters?

We do our best to allow time for Q&A at the end of the webinar. However, if you have questions about the topic, please post them in the comments section below and our product experts will be happy to assist you.

About ServiceNow® Exchange:

ServiceNow Exchange is your gateway to faster, smarter business outcomes. Connect with peers and industry experts as we simplify complexity through actionable insights, proven shortcuts, and insider tips. Explore curated sessions led by top ServiceNow innovators—designed to give you exclusive knowledge and practical tools to accelerate success and deliver real results. Click here to see the full catalog of ServiceNow Exchange events