Make AI work for you, one skill at a time.

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Make AI work for you, one skill at a time. 

Discover how AI skills can streamline Incident Management tasks and create a foundation for more advanced capabilities. 

When you're responsible for keeping work moving across teams and systems, finding ways to improve efficiency is always a priority. AI can help your team spend less time on repetitive tasks and more time solving problems that need their expertise. 

And you don't need to overhaul your workflows to see benefits. With our ServiceNow® AI Skill Kit you can bring AI into the processes your team already uses, starting with a single task and building from there. 

AI skills, agents, and workflows: What's the difference? 

Understanding how these capabilities work together is a good first step. 

AI skills perform specific tasks, such as summarizing information or drafting content, using reusable instructions. 

AI agents can reason, plan, and take action toward a goal, using AI skills and other tools. 

Agentic workflows coordinate one or more agents to complete broader processes involving multiple tasks and decisions. 

You don't need to start with a complex agentic workflow. One useful AI skill can be the foundation for much more. 

How to get started with AI skills 

One of the best ways to get started with AI is to focus on a common use case your team knows well. Incident Management is a great example. Think about the time spent reviewing incident histories, preparing handovers, or writing resolution notes. These essential activities can take valuable time away from investigating issues and helping users. 

ServiceNow provides out-of-the-box AI skills that can help. Incident summarization turns lengthy ticket histories into concise summaries, helping team members get up to speed faster. Resolution note generation can reduce the effort involved in documenting how an issue was resolved. 

Start with one skill and see how it performs. Activate an existing capability within a familiar workflow and test it with a small group. Does it capture the important details? Is the output accurate and useful? Does it save time? Use the feedback to refine your approach and identify where AI could help next. 

What if you need something more specific? 

Not every task will be covered by an out-of-the-box skill. That's where the ServiceNow AI Skill Kit comes in. 

AI Skill Kit lets you build and deploy custom generative AI skills directly within your ServiceNow instance. For example, you might create a skill that reviews knowledge articles and suggests improvements, or one that drafts a backout plan using information from a change request. 

Explore existing skills first, then consider creating a custom skill when your requirements go beyond what they can provide. 

From individual skills to bigger outcomes 

Imagine a new incident comes in. An AI skill helps summarize the ticket history so your team can quickly understand the issue. But what if AI could help with what happens next? 

An AI agent could use that skill alongside other tools to categorize the incident, identify related problems, and recommend potential fixes. Through an agentic workflow, these steps can be coordinated to help move the incident from initial assessment toward resolution. 

Your team remains involved, reviewing recommendations, making decisions, and providing oversight where needed. 

As you gain experience, you can apply the same approach to other areas, such as change management, risk assessment, and approval support. 

Ready to take the next step? 

Inspired by what AI can do for Incident Management? See how to put it into practice with our on-demand video: Activate AI skills and Agents for Incident Management. 

Or, if you're ready to explore building your own custom skills, check out Now Assist Skill Kit Fundamentals.