Exploring Now Assist for IT Service Management (ITSM)
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Summary of Exploring Now Assist for IT Service Management (ITSM)
The Now Assist for IT Service Management (ITSM) application leverages generative AI to help your agents quickly understand and resolve incidents and related service management tasks. It enables agents to generate summaries of chat conversations, incidents, change requests, and resolution notes, improving collaboration and knowledge sharing within your ITSM operations.
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Key Features
- Incident Summary: Provides agents with a concise overview of incident context, including issue details, actions taken, and resolution. Agents can generate, refresh, copy, post to work notes, and provide feedback on incident summaries.
- Chat Summarization: Summarizes the requester’s Virtual Agent chat history and entire interactions, helping agents quickly grasp conversation context for troubleshooting.
- Sidebar Discussion Summarization: Summarizes discussions between agents, requesters, and experts, which can be posted to incident work notes to assist resolution.
- Incident Assist: Allows agents to ask conversational questions within the incident record to retrieve relevant information such as caller’s assets, recent incidents, on-call experts, and similar resolved incidents.
- Change Request Summarization: Summarizes change requests by highlighting objectives, plans, risks, and other key fields to expedite understanding and processing. Agents can also generate risk explanations for change requests with risk ratings.
- Resolution Notes Generation: Automatically produces resolution notes for incidents, aiding knowledge continuity among agents handling similar issues.
- Knowledge Generation: Enables agents to create knowledge articles from resolved incidents, facilitating knowledge base growth and reuse.
- Chat Reply Recommendation: Suggests reply drafts for agents to efficiently respond to requester chats, enhancing communication quality and speed.
- Release Notes Generation: Assists product managers by generating structured release notes during the readiness phase of Digital Product Releases, based on release artifacts.
- Now Assist Panel: Integrated within the Service Operations Workspace for ITSM, this conversational interface lets agents request summaries and generate resolution notes easily during their workflow.
Practical Benefits for ServiceNow Customers
- Accelerates incident and change request resolution by providing actionable, AI-generated summaries and contextual insights.
- Improves knowledge sharing and continuity between agents through automatically generated resolution notes and knowledge articles.
- Enhances agent efficiency by reducing manual summarization and providing conversational access to critical incident data.
- Supports better communication with requesters via recommended chat replies, improving service quality.
- Streamlines release management with automated generation of release notes for Digital Product Releases.
With the Now Assist for IT Service Management (ITSM) application, your agents can summarize the chat conversations and incident details, generate the incident resolution notes to share with other agents.
Now Assist for IT Service Management (ITSM) overview
- An incident summary enables your agents to understand the incident context.
- The incident resolution notes provide the context to other agents who might encounter similar incidents.
- An interaction chat summary provides the context about the chat conversation to an agent by specifying all points of the handoff, including the Virtual Agent conversation.
Now Assist for IT Service Management (ITSM) skills
The Now Assist for ITSM application includes the generative AI skills and features that enable your agents to understand the chat and incident context so that they can propose quicker resolutions to the requester.
- Chat summarization
- Provides an agent with a summary of a requester's Virtual Agent chat history. An agent can also generate a summary of the entire interaction when the chat ends or when an incident is created for further troubleshooting before or after the chat ends.
- Sidebar discussion summarization
- Generates a summary of Sidebar discussions between agents, requesters, and subject matter experts using this skill. An agent can also post the summary to the incident work notes for further troubleshooting before or after the chat ends.
- Incident summarization
- Enables an agent to expedite the incident troubleshooting process by reviewing its summary that includes the issue, actions taken, and resolution. Your agent can generate an incident summary for active incidents to
understand the incident context. Your agent can also refresh the summary, post the summary to the incident work notes, copy the summary, and provide feedback about the summary.The incident summary includes the information that an agent enters in the following incident record fields:
- Short description
- Description
- Work notes
- Additional comments
- Incident assist
- Enables an agent to quickly obtain common incident related information conversationally within the incident record by asking questions related to the supported topics in the Now Assist panel.Incident assist topics supported in the Now Assist panel include:
- Caller's assets
- Caller's recent incidents
- On-call experts from support groups
- Similar resolved incidents
- Change request summarization
- Enables an agent to expedite the change request process by reviewing its summary that includes objective, plan, and risk. Your agent can generate a change request summary for active change requests to understand the change
request context. Your agent can also refresh the summary, post the summary to the change request work notes, copy the summary, and provide feedback about the summary.The change request summary includes the information that an agent enters in the following incident record fields:
- Short description
- Description
- Work notes
- Additional comments
- Risk
- Impact
- Justification
- Implementation plan
- Risk and impact analysis
- Test plan
- Backout plan
- Close code
- Close notes
- Configuration item
- Service
- Service offering
- State
- Conflict status
- Type
- Change request risk explanation
- Enables an agent to understand the change request risk by reviewing the explanation for the risk rating. Your agent can generate a change request risk explanation for change requests that have a risk rating (high, med, low).
Your agent can also copy the summary, and provide feedback about the summary.The change request risk explanation includes the information that an agent enters in the following incident record fields:
- Short description
- Implementation plan
- Assignment group
- Risk
Additional inputs include: similar change requests and the incidents caused by those changes, and risk condition that was met.
- Resolution notes generation
- Automatically generates the resolution notes for an incident using the Now Assist icon and provides context to the other agents who might encounter similar incidents.
- Knowledge generation
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Enables an agent to generate a knowledge article from an incident after proposing a resolution or closing the incident.
The knowledge generation skill displays a pop-up window that an agent can use to generate a knowledge article and review it before publishing the knowledge article draft.
Figure 1. Knowledge article generation pop-up window - Chat reply recommendation
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Enables an agent to generate a reply recommendation from a chat using the Now Assist icon.
The chat reply recommendation skill displays a pop-up window that an agent can use to generate a recommendation and review it before sending it as a reply to the requester.
- Release notes generation for a release in Digital Product Release
- Enables a product manager to generate structured release notes for a release that is in the readiness phase.
The Generate release notes skill uses artifacts in the release scope to generate the release notes that you can review it before publishing.
Now Assist panel in Service Operations Workspace for ITSM
An agent can use the Now Assist panel in Service Operations Workspace for ITSM. This conversational interface enables an agent to request a chat summary or incident summary and generate the incident resolution notes. For more information about the Now Assist panel, see Now Assist panel.