@pilli vinya you asked a very Broad problem statement which needs step by step road map. I can give you high level topics which needs very detailed and Careful planning to reach to Your Goal.
Start autonomous L1 by enabling ServiceNow Autonomous Workforce / AI Agents, beginning with the Level‑1 Service Desk AI Specialist designed to resolve common IT requests end‑to‑end.
Prepare L1 use cases with high volume + low complexity (password reset, access, software requests) and ensure clean knowledge, workflows, and CMDB context.
Use Now Assist AI Agents + Agentic Workflows so AI can interpret intent, execute actions, and close tickets autonomously within governance.
Enforce guardrails via role‑based permissions, escalation to L2, and AI Control Tower auditing to keep execution safe and compliant.
Roll out incrementally—pilot L1 automation first, measure deflection/MTTR, then scale to broader autonomous operations.
Regards
RP
