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

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of IT Service Management AI agent collection suggest configuration items for a change request

    Thesuggest configuration items for a change request agentic workflowenhances the change management process by enabling users to quickly and intuitively find and link relevant configuration items (CIs) to a change request. Accessible via the ServiceNow Otto panel, this workflow uses AI to analyze the content of a change request and recommend appropriate CIs. Users can further refine suggestions by specifying parameters such as CI class, location, and environment.

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    This workflow is designed for users with the itil role and can be customized by duplicating and modifying the workflow settings to meet specific organizational needs.

    Key Features

    • AI-driven CI suggestions: The embedded change CI suggestion AI agent analyzes change request content to recommend relevant configuration items efficiently.
    • User refinement options: Allows filtering suggestions by CI class, location, and environment to improve accuracy.
    • Integration with ServiceNow Otto panel: Users can query change requests and receive CI suggestions directly within the panel, streamlining the workflow.
    • Configurable and manageable workflow: The workflow can be accessed and modified in AI Agent Studio; activation requires enabling the Active status in the Edit trigger form.
    • Role-based access: Available to users assigned the itil role, ensuring appropriate permissions for change management tasks.

    Using the Workflow

    • Access the workflow via All > AI Agent Studio > Create and manage, then select the suggest configuration items for a change request workflow.
    • Ensure the workflow and AI agent statuses are enabled to allow autonomous triggering and operation.
    • In the Define key requirements screen, review and update necessary details before saving.
    • Enable the display option in the Select display screen to add the Now Assist panel icon for easy access.
    • Use the ServiceNow Otto panel to query by change request number and receive CI suggestions as per the AI agent’s configured steps.

    Practical Benefits for ServiceNow Customers

    This agentic workflow streamlines change management by reducing manual effort in identifying and linking configuration items, improving accuracy and efficiency. By leveraging AI, it helps users make informed decisions faster, minimizes errors in CI associations, and enhances the overall change request process. Customers can expect a more conversational and user-friendly interface for managing CIs within change requests, contributing to smoother IT service operations.

    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 ServiceNow Otto 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 ServiceNow Otto panel.

      You can query in the ServiceNow Otto 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).