Best ServiceNow Release for Now Assist and Agentic AI Development

meena eethakatl · 2 weeks ago

3 AI stories are:

Change Risk Prediction Agent
Emergency Changes Auto Approval
Major Incident Orchestration Agent

We are currently on the Zurich release and are planning to upgrade to the Brazil release within the next two months. We would like to get recommendations on which ServiceNow version is best suited for leveraging Now Assist and Agentic AI capabilities, and whether it would be beneficial to begin AI use case development after the Brazil upgrade?

Tanushree Maiti · 2 weeks ago

Hi @meena eethakatl

Exploring https://www.servicenow.com/docs/r/it-service-management/change-management/change-mgmt-intelligent-so...

Predictive intelligence solution definition will read historical data and based on that it will generate output.

Solution definition Solution type Description

Risk for proposed change

Similarity and Categorization

Provides insight into the potential risk of the change activity and facilitates intelligent approval decisions. The info message puts all the risk related information to easily compare the returned value.

This prediction helps in reducing approval friction and time. For example, when risk = low, you can use Change Approval Policies to automatically approve this low risk activity.

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti

View solution in original post

yashkamde · 2 weeks ago

Hello @meena eethakatl ,

Zurich already supports Now Assist AI agents, AI Agent Studio, and agentic workflows.

So you can begin evaluating the required capabilities.

If my response helped mark as helpful and accept the solution.

Aditya_hublikar · 2 weeks ago

Hello @meena eethakatl ,

You can Start requirements analysis, data assessment, and AI proof-of-concept development on Zurich and its already supports AI Agent Studio capabilities.

You can Validate the required Now Assist and Agentic AI features after upgrading, including licensing, plugins, and application compatibility.

If this helps you then mark it as helpful and accept as solution.

Tanushree Maiti · 2 weeks ago

Hi @meena eethakatl

Predictive Intelligence, Now Assist, and AI Agents are already available as AI features in Zurich. However, to enable and use these features, even in non-production environments, the required licenses must be purchased and the necessary entitlements must be in place.

1. Predictive Intelligence for Change Management

2. Intelligent approvals

3. https://www.servicenow.com/au/products/ai-agents.html

https://www.youtube.com/watch?v=y0Q81tbtZFM&t=30s

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti

meena eethakatl · 2 weeks ago

How to implement this :

Business impact : Uses historical data + CMDB dependencies to predict failure risk and recommend approvals; reduces change failure rate

Comments : Beneficial in predicting risk and impact of changes automatically resulting into prevention of incidents. This data analysis is not easy for a human to do and can take significant effort. The feature should be automated at some state of cycle without needing human trigger.