Best ServiceNow Release for Now Assist and Agentic AI Development

[meena eethakatl]

3 AI stories are:

1. Change Risk Prediction Agent
2. Emergency Changes Auto Approval
3. 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 · Accepted solution]

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.

[meena eethakatl]

Regarding  - 1 more AI case : AI Use case - Emergency Changes Auto approval 

Description:  Its a straight forward case which will eliminated human intervention. Criteria to approve emergency change: - The change is planned for same date & not the past time. - Origin of change is P1 or P2 incident or the CR justification says it is to prevent P1, P2 incident. - SO approval is present in CR. -  

how to achieve this Use case - need some suggestions.