Brad Tilton
ServiceNow Employee
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2 hours ago
Agentic AI isn't a distant concept anymore. It's available on your ServiceNow platform today. But before your AI agents can get to work, your environment needs to be ready. That's the focus of the first session in ServiceNow's three-part Exchange webinar series, Activate, Deploy, and Trust Your Agentic AI.
Prerequisites for the Webinar Series
Please complete the following before moving forward:
- Upgrade to Yokohama Patch 11+ or Zurich Patch 5+
- Activate AI Search
- Install Now Assist for ITSM or the Now Assist Suite
- Enable the Now Assist Panel
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Quick Tip
Confirm your patch version by navigating to https://INSTANCENAME.service-now.com/stats.do
Why Agentic AI Is Different
Traditional ServiceNow automation runs on deterministic workflows: rule-based, predictable, built for well-defined tasks like provisioning a laptop or routing an approval.
Agentic workflows do something different. They handle high variability and high complexity. They understand context and intent. They can automate incident wrap-ups based on resolution details, determine follow-ups on a work plan, and tackle the kinds of open-ended tasks that previously required human judgment every step of the way.
The distinction matters because it changes how you prepare. Activating agentic AI isn't just flipping a switch. It requires deliberate groundwork.
The Readiness Checklist
The Now Assist Readiness Evaluation provides a structured review that confirms your instance is configured to support agentic workflows. This includes:
- Verifying your Now Assist store app installation
- Activating the skills that power agentic use cases
- Assigning the roles required to manage and operate AI agents effectively
The Architecture Behind the Agents
AI agents work across four layers. Understanding this structure helps platform owners make smarter decisions about where to start, which use cases to prioritize, and what dependencies to address before go-live.
| Layer | Component | Description |
|---|---|---|
| Why | Agentic Workflow | Defines the business problem you're solving |
| How | AI Agent Orchestrator | Plans and coordinates a team of agents to solve it |
| Who | ServiceNow AI Agents | Execute specific tasks using workflows, skills, scripts, and knowledge base articles |
| What | Technologies & Resources | The underlying tools and data that make each agent action possible |
Your Next Step
Your instance is prepped and your agents are ready to go. Session 2 is where the real work begins: deploying agentic workflows for your organization and putting everything you've configured to use. Join us for the remaining sessions:
Additional Resources
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Virtual Roundtables â Coming in April
Starting in April, there will be a series of Virtual Roundtables to get your specific questions answered by ServiceNow AI experts.
Have a question? Drop it in the comments below. ServiceNow AI experts are here to help with your specific challenges and opportunities.
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