Go live with agentic AI workflows! Check out this webinar for a hands-on demo.

[Brad Tilton]

Go live with agentic AI workflows! Check out this webinar for a hands-on demo.

ServiceNow's agentic workflows leverage powerful automation capabilities that help administrators streamline their work processes through AI-powered assistance. In the second session of ServiceNow's three-part Exchange webinar series, Activate, Deploy, and Trust Your Agentic AI, we cover the activation process for the four essential agentic workflows to start handling complex tasks: Generate my work plan, Triage and categorize ITSM incidents, Investigate and resolve ITSM incidents, and Wrap up and resolve incidents

Learn how to enable these in your instance by watching this session's recording: Go Live with Agentic AI: Activate Workflows for Your Organization. The session's slide deck is attached to the bottom of this post.

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

Overview of Workflow Capabilities

Workflow	Description
Generate my Work Plan	This workflow generates a structured, optimized work plan for logged-in users by analyzing assigned tasks based on priority, SLAs, and sentiment—automatically estimating effort, calculating completion dates, and summarizing the schedule for better time management.
Triage and Categorize ITSM Incidents	This workflow automatically analyzes incident details to assign the right category, subcategory, service, offering, and configuration item, while linking to related major incidents or problems to streamline triage.
Investigate and Resolve ITSM Incidents	This workflow accelerates incident resolution by automatically researching related catalog items, knowledge articles, and past incidents, then generating tailored resolution steps.
Wrap Up and Resolve Incidents	This workflow closes the loop on incident resolution by automatically updating resolution notes, assigning the correct resolution code, and linking relevant knowledge articles for future reference.

How to Activate the Four Workflows

Use the following guides to activate and configure your agentic workflows:

• Activate and Configure the Agentic Workflows
  • Generate My Work Plan Agentic Workflow
  • Triage and Categorize ITSM Incidents
  • Investigate and Resolve ITSM Incidents
  • Wrap Up and Resolve Incidents
• Agentic Workflows End to End Setup Guide

Your Next Step

You've now activated IT and platform agentic workflows, configured roles and security settings, and are running live agentic workflows in the Now Assist Panel. Session 3 is where you evaluate whether your workflows and AI agents are performing accurately and at scale. Watch this session's recording at your own pace and join us for the last session of the series:

• Activate, Deploy, and Trust Your Agentic AI (Recording) — March 18, 2026
• Go Live with Agentic AI: Activate Workflows for Your Organization (Recording) — March 24, 2026
• Measure, Evaluate, and Troubleshoot Your Agentic AI — March 26, 2026

Additional Resources

• Now Assist Community
• Agentic Workflows End-to-End Setup Guide

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Virtual Roundtables — 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.