Now Assist Use cases for Incidents for IT support

[kpatel91]

Hey everyone, my team and I working are trying to figure out uses cases that we can implement on Now Assist AI agent and was wondering if anyone could give us some ideas on things that worked for them and didnt.

Thanks, Kishan Patel

[rpriyadarshy]

Hi

Now Assist--> There are many OOTB Apart from That you can develop Using NASK ->

Custom1- Summarized Response of an Incident Status when User Ask for Status check on their Incidents/Req etc.

Custom2- In Service Portal --Based on Description Given By User -Spin an Incident in Incident Management with Maximum Fields  (Short Description, Category, SubCategory , Assignment Group etc..)populated Using Custom Skills utilizing LLM.

AI Agent-> There are lot of OOTB AI Agent Use Case Available which can be use to Start this. AI Agent is just 4-5 Months Old, so adoption has just started.

You can analyze your Incident Dump--Identify Heavy Hitters--> Se Those Heavy Hitter can be contained Using Simple Automation or This needs AI Agent. 

https://www.servicenow.com/docs/bundle/yokohama-intelligent-experiences/page/administer/now-assist-a...

Hope This Helps.

Regards

RP

[Bhimashankar H]

Hi @kpatel91 ,

Now Assist can automatically summarize incident and case histories, generating readable context,

• Employees enter any issue through chat or portal; Now Assist can search relevant knowledge articles and suggest some resolution, before ticket created.

• AI agent auto-categorizes new tickets or requests, predicting assignment groups, triage whenever they create a general ticket.

•  “how-to” and policy answers for HR/IT/Facilities

Check out the video Now Assist and ITSM.

Posts: Use of AI Agent , AI Agent Practical Field 

Thanks,
Bhimashankar H

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If my response points you in the right directions, please consider marking it as 'Helpful' & 'Correct'. Thanks!

[ShreeP]

There are many ways to start Now Assist (Gen AI) journey. The first step to understand the landscape or uses cases for them you want to implement Now Assist.  You can do use manual analysis or use ServiceNow Automation discovery or process mining tool. As part of implementation you can start with OOTB use cases which are mainly in below category for ITSM module:

• Summarization
• Incident assist
• Incident Summarization
• Resolution notes generation
• Chat Summarization
• Sidebar discussion summarization
• Chat and Email reply recommendation

• Generate
• KB generation
• Search
• Now Assist in AI search and summary
• Q&A through Virtual Agent

It will setup your base. Then move of customized use cases using NASK. However ServiceNow recommended to avoid customization in initial phase

Some of customer is currently not using Service Operation work space(SOW). So organization should use SOW as some feature might not work Now Assist panel.

As major organization uses some or other way customization in ServiceNow as per their business need. Initially need to check what kind of customization are there as organization want to use same kind of work notes format/template or KB creation template.  Which require changes in input and output of Now LLM model. However, OOTB provide very less room for changes in input and output in OOTB uses cases. In this situation, you need to use NASK to create the customization. However efforts depends on complexity of use case.

Simultaneously you can look in to Agentic AI (Agentic workflow) use cases there are around 13 OOTB use cases for ITSM. 

There are 100+ uses cases in different modules. You can find list on ServiceNow portal.

Rdgs,

ShreeP

[Bhimashankar H]

Hi @kpatel91 ,

I hope you saw my reply. 

If my response points you in the right directions, please consider marking it as 'Helpful' & 'Correct'. It will help future readers as well having similar kind of questions and close the thread.

Thanks,
Bhimashankar H