AI Agents

[Aastha Singh]

Hi, I want to know about all the OOTB functionalities available for Major incident management in ServiceNow. The use case is to use only OOTB workflows or plugins to provide the resolution for MIM but no customization is allowed at this level of development currently. Please let me know your responses so that I can get help on this.

[yashkamde]

Hello @Aastha Singh ,

I would recommend first checking which Incident management related plugins/applications are activated in your instance and then mapping the OOTB functionality against your business process.

Also there are some agentic workflows which uses the following AI agents:

Refer this :

Agentic AI ServiceNow Otto for Incident Management 

The OOB ITSM AI Agent Use Cases(Generate post incident reviews) 

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