---
sourceDocument: Yokohama IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/it-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Use agentic AI in IT Service Management

# Use agentic AI in ServiceNow Otto for IT Service Management (ITSM) {#ariaid-title1}

Release version: Yokohama  
Updated October 3, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.

## Agentic workflows in IT Service Management {#now-assist-itsm-ai-agents-use-cases__section_gw3_5tq_vgc}

{#now-assist-itsm-ai-agents-use-cases__table_lxk_lck_h2c__entry__2}

| Product | Available agentic workflows |
|-|-|
| [IT Service Management application](https://www.servicenow.com/docs/EPagC6UGPwE8JnB~FHzEBg "Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.") | Triage and categorize ITSM incidents Investigate and resolve ITSM incidents Manage Microsoft 365 group members Generate post incident reviews Generate change request plans Notify users withTwilio |
| [Change management application](https://www.servicenow.com/docs/H3IrJSRuwDcdtNzF3v2AWA "Use the ITSM change management agentic workflows to manage and complete tasks autonomously in the Change Management application.") | Assess conflicts for a change request Assess quality of a change request Explain SLA Schedule a change Suggest configuration items for a change request Create outages for a change request Create standard change request Create standard change template proposal |
| [Digital End-User Experience (DEX) application](https://www.servicenow.com/docs/be_AG4cdqAJGMc9HqLnCCw "Use the Digital End-User Experience (DEX) agentic workflow to diagnose and resolve issues on DEX monitored devices.") | DEX issue diagnosis and resolution agentic workflow |
| [Incident Management application](https://www.servicenow.com/docs/G15F_a03sKyrT5S5dudw7g "Use the ITSM Incident Management agentic workflows to manage, resolve and close incidents and incident tasks autonomously.") | Wrap-up and resolve incident |
[ ]

{#now-assist-itsm-ai-agents-use-cases__table_lxk_lck_h2c}