Ask Me Anything about AI Skills and Agents for Incident Management

[aastha14]

Hi everyone, I'm Aastha, a Product Excellence Manager on ServiceNow's ITSM product team, and I'm joined by our Incident Management and AI Agents experts. 

What we do 
We ensure Incident Management delivers on its promise for customers every day. We drive product quality, reliability, and adoption across the incident lifecycle, from triage through resolution to post-incident learning. We also shape and validate the out-of-the-box AI capabilities in the product, including automated summarization, intelligent categorization, and agent-driven workflows, so customers can move from reactive firefighting to proactive resolution with confidence. 

Why this forum 
You may have watched the ServiceNow Exchange webinar on Incident Management, and now you have the real questions: How do I actually turn this on? What does "quick wins" look like in my environment? What's the most common setup blocker, and how do I avoid it? Does this work with my current incident routing? What's the activation sequence that actually works? 

This is your chance to ask the team building this in the product. We'll walk through configuration step-by-step, show you what to prioritize first, and help you design an activation plan that fits your team's maturity level—not just the textbook version. 

Bring your technical setup questions, your process questions, your "will this work if we do X?" questions.  

We'll be responding live from October 28th to November 4th. Post your questions and upvote the ones you want answered first. 

Ask us anything. 

[glideFather]

ahoy @aastha14,

thank you for this thread, I would like to know if there's any chance to enable AI skills (or maybe Now Assist in general) to only limited data (not audience but data). 

Example: our client's regulatory rules don't allow any AI tools to process nor learn from their data related to a particular country while all the other countries don't have such a limitation. The company operates in various countries, they would like to have it enabled for all except of one country. So their incidents cannot be taken into that and their users cannot see the skills (it can be achieved by a role).

Question: is it somehow possible to exclude the AI skills from incidents where Locations, Caller, or Assigned to is from a specific country? Eventually is there any method how to achieve this? 

Please, let me know if the question makes sense or if I should put it differently.

Thank you very much