--- sourceDocument: Zurich IT Operations Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-operations-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich IT Operations Management ft:clusterId : - itom bundleId : - itom workflow : - Technology --- # Use agentic AI # Use agentic AI in ServiceNow Otto for ITOM {#ariaid-title1} Release version: Zurich Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Use agentic AI in ServiceNow Otto for ITOM ServiceNow Otto for IT Operations Management (ITOM) leverages agentic AI workflows to automate and enhance IT operations tasks. These workflows enable autonomous completion of tasks such as alert triage, impact analysis, certificate renewal, and diagnostic investigations, improving operational efficiency and decision-making in ITOM processes. Show full answer Show less ## Available Agentic Workflows and AI Agents The platform includes several prebuilt agentic workflows, each powered by specialized AI agents designed to address specific ITOM challenges: * **Triage and Analyze Alerts:** Automates alert assignments, pattern detection, noise filtering, and related incident analysis using multiple AI agents including Alert Handling, Alert Analysis, and Alert Verification. * **Agent Client Collector (ACC) Diagnostic Workflow:** Uses generative AI to analyze agent errors and error codes, facilitating deeper diagnostics. * **Analyze Alert Impact:** Provides context on alert impact to enable efficient response, utilizing Alert Impact Summary and Observability AI agents. * **Analyze Potential Impact:** Assesses how change requests may affect servers and services, aiding informed change management decisions. * **TLS Certificate Renewal:** Identifies certificates nearing expiry and supports bulk or individual renewals through natural language commands. * **Alert Grouping Recommendations:** Offers tag-based recommendations for grouping related alerts to streamline management. * **Manage Alerts Autonomously:** Investigates and summarizes alerts, storing key insights for proactive IT operations management. * **Pattern Diagnostic Workflow:** Assists Discovery administrators by diagnosing missing Configuration Item (CI) attributes and recommending fixes without manual log analysis. ## AI Model Providers and Configuration ServiceNow supports multiple AI model providers including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Customers can configure available AI options through AI Control Tower and set preferences at the skill level within the AI Admin Hub console. ## Security and Access Control Security is enforced via Access Control Lists (ACLs) and user identity management to regulate AI agent and workflow execution. Configuration and management of these controls are done in AI Agent Studio to ensure secure operation within the customer's environment. ## Practical Benefits for ServiceNow Customers * Automates routine and complex ITOM tasks, reducing manual effort and accelerating issue resolution. * Improves alert quality by filtering noise and identifying true incidents with AI-driven triage. * Enhances change management through impact analysis of change requests on infrastructure and services. * Facilitates proactive maintenance by automating certificate renewal processes. * Enables deeper diagnostics and root cause analysis with generative AI-powered workflows. * Supports secure, controlled deployment and use of AI agents in ITOM workflows. ## Next Steps ServiceNow customers can enable and configure these agentic workflows to optimize their IT operations. Reviewing the specific workflows applicable to their environment and ensuring proper security settings are in place will maximize benefits. Additional learning resources are available within the platform to assist with setup and usage. Use the IT Operations Management (ITOM) agentic workflows to complete tasks autonomously. {#now-assist-itom-ai-agent-workflows__table_n5f_g4v_v2c__entry__3} | Agentic workflow name | Description | Available AI agents | |-|-|-| | Triage and analyze alerts | Triages alerts by updating assignments, analyzing alerts, detecting recurring patterns, and differentiating between noise and real alerts. | * Alert handling AI Agent * Alert analysis AI agent * Alert history analysis AI agent * Related incidents analysis AI agent * Alert verification AI agent {#now-assist-itom-ai-agent-workflows__ul_kfw_j4v_v2c} | | Agent Client Collector (ACC) Diagnostic Workflow | Displays error analysis created by generative AI. Error analyses enable asking questions on a specific agent's error or error code. | Agent Client Collector (ACC) Diagnostic | | Analyze alert impact | Investigates an alert and gives you the context that you need to respond efficiently. | * Alert impact summary AI agent * Alert information retrieval AI agent * Observability agents {#now-assist-itom-ai-agent-workflows__ul_ft1_xsx_x2c} For details about observability agents, see [Configure observability agents for ServiceNow Otto](https://www.servicenow.com/docs/paizoXU2VkziU5~nP0lWyw "Configure observability agents for third-party application performance monitoring (APM) or network performance monitoring (NPM) vendors. These agents are invoked by the analyze alert impact agentic workflow. You must configure connections to those vendors before they can be invoked."). | | Analyze potential impact | Analyzes the potential impact of a change request on relevant servers and suggested services. | Analyze Potential Impact | | TLS Certificate renewal | View all certificates about to expire and renew then automatically all at once. | | | Alert grouping recommendations | Provides tag-based group recommendations for selected alerts. | Alert grouping recommendations AI agent | | Manage alerts autonomously | Investigates alerts, summarizes alert-related reports, and stores structured insights with key findings in the AI Agent Insight table. | Manage alerts AI agent | [Table 1. Available agentic workflows for ITOM AI agent collection] {#now-assist-itom-ai-agent-workflows__table_n5f_g4v_v2c} Important: Some generative AI skills, AI agents, and agentic workflows are turned on by default. For more information, see [AI agents, skills, and agentic workflows on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US). ## AI model providers {#now-assist-itom-ai-agent-workflows__section_ry2_ykc_jgc} You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in [AI Control Tower](https://www.servicenow.com/docs/access?context=ai-model-providers&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US). ## Security {#now-assist-itom-ai-agent-workflows__section_tdp_jrc_jgc} Enable security settings to run AI agents and agentic workflows using Access Control Lists (ACLs) and user identities. You can configure and manage the ACLs in AI Agent Studio. See [Implement access control in AI agents](https://www.servicenow.com/docs/access?context=aia-security-implementation&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) for more information. ## Installed agents {#now-assist-itom-ai-agent-workflows__section_pgq_zkc_jgc} There might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see [Find AI agents](https://www.servicenow.com/docs/access?context=find-ai-agents&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US). Visit the following links to learn about the ServiceNow Otto for ITOM agentic workflows. * **[Triage and analyze alerts agentic workflow](https://www.servicenow.com/docs/KDpB_AJa6yurcVL~Ru_AoA)** Use the triage and analyze alerts agentic workflow to complete preliminary alert tasks and analysis for alerts. * **[Analyze alert impact agentic workflow](https://www.servicenow.com/docs/SviG2qxGxO8BMiMDgYG0pw)** Use the analyze alert impact agentic workflow to investigate an alert and get the context that you need to respond efficiently. * **[Agent Client Collector (ACC) diagnostic workflow](https://www.servicenow.com/docs/Ls08Vd5TMTpKaYfEA_LDJg)** Enable and use AI agents to examine agent behavior through the Agent Client Collector (ACC) diagnostic workflow. * **[Analyze potential impact agentic workflow](https://www.servicenow.com/docs/711F6V8HPQ8mzysBVCpk0g)** The analyze potential impact agentic workflow analyzes how a change request might impact servers and suggested services. This analysis helps you make informed decisions about the next steps regarding the change request. * **[Certificate renewal AI agent](https://www.servicenow.com/docs/Y31raI3RR~QpjnQ9k8bsBQ)** Find certificates that are about to expire and renew them by describing what you want in natural language, or renew a specific certificate directly from its record. * **[Pattern Diagnostic agentic workflow](https://www.servicenow.com/docs/bnETh3aIGblYI_896BazVA)** The Pattern Diagnostic agentic workflow helps Discovery administrators investigate missing CI attributes. It identifies the gap, parses discovery logs, identifies the root cause, and suggests remediation --- without manually navigating log files. * **[Manage alerts autonomously agentic workflow](https://www.servicenow.com/docs/rmiAvS1Rdee6mFVB3tfy~w)** Enhance IT operations with AI-driven, autonomous alert management using the manage alerts autonomously agentic workflow.