IT Service Management AI agent collection suggest configuration items for a change request

  • Release version: Zurich
  • Updated September 10, 2025
  • 2 minutes to read
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    Summary of IT Service Management AI Agent Collection Suggest Configuration Items for a Change Request

    The suggest configuration items for a change request agentic workflow streamlines the process of selecting configuration items (CIs) during change request creation. It provides a conversational and intuitive way for users to quickly find and link relevant CIs from the Now Assist panel. By analyzing the change request's content, the workflow suggests appropriate CIs, enhancing efficiency in the change management process.

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    Key Features

    • Intelligent Suggestions: The AI agent analyzes the change request and suggests relevant CIs based on the content provided.
    • Refinement Options: Users can refine their search by providing additional details such as class, location, and environment of the configuration item.
    • Configuration Flexibility: Users can duplicate and modify the workflow settings to suit their specific needs.
    • Accessibility: The workflow is accessible to users with the itil role, ensuring that the right personnel can utilize the tool.

    Key Outcomes

    By implementing this agentic workflow, ServiceNow customers can expect:

    • A more efficient change request process through automated CI suggestions.
    • Improved accuracy in linking relevant CIs to change requests.
    • Enhanced user experience with a conversational interface that simplifies CI selection.

    To activate the AI agent, ensure the Active button is enabled in the Edit trigger form, and confirm the Status field is enabled in the Define availability screen. This setup allows the AI agent to operate autonomously, providing timely suggestions during change request creation.

    Use the suggest configuration items for a change request agentic workflow to make the process of selecting configuration items during change creation conversational, intuitive, and efficient for users.

    Suggest configuration items for a change request agentic workflow overview

    The suggest configuration items for a change request agentic workflow lets users quickly find and link relevant configuration items (CIs) to a change request from the Now Assist panel. The workflow analyzes change request content and suggests appropriate CIs.

    The user can also provide details such as class, location, and environment of the configuration item to refine the search.

    To modify the suggest configuration items for a change request agentic workflow, duplicate it, and adjust the settings according to your requirements.

    Note:
    The workflow can be accessed by the itil role.
    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Suggest configuration items for a change request.
    Important:
    In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously.

    AI agent used in the suggest configuration items for a change request agentic workflow

    You can access the change CI suggestion AI agent in the Define key requirements screen by scrolling to the Add AI agents that can perform these steps section. The change CI suggestion AI agent assists users in identifying and associating appropriate configuration items (CIs) with specific change requests. This agent analyzes the content of the change request and suggests relevant configuration items to the user.

    Important:
    In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.

    Use the suggest configuration items for a change request agentic workflow

    1. Review the information in the Define key requirements screen and make the necessary updates, and then select Save and Continue.
    2. In the Select display screen, turn on the Display option to add the icon for the Now Assist panel in the menu bar.
    3. Select Save and test.

      The agent executes the request for the workflow.

      Figure 1. Example of the suggest configuration items for a change request agentic workflow output in ServiceNow®AI Agent Studio
      Suggest configuration items for a change request workflow output in ServiceNowAI Agent Studio.
    4. Access and use the suggest configuration items for a change request agentic workflow from the Now Assist panel.
      You can query in the Now Assist panel with the change request number. For the query instructions, read the steps specified in the List of steps field of the corresponding AI agent (change CI suggestion AI agent).
      Figure 2. Example of the suggest configuration items for a change request agentic workflow output in the Now Assist panel
      Suggest configuration items for a change request workflow output in the Now Assist panel.