Fulfiller pre-built topics for ITSM Virtual Agent

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Fulfiller pre-built topics for ITSM Virtual Agent

    The ITSM Virtual Agent provides pre-built fulfiller topics designed specifically for users with the itil role. These topics facilitate common IT Service Management tasks such as managing incidents, problems, changes, and assigned tasks through conversational interactions, enhancing productivity and streamlining workflows using familiar communication platforms like Slack.

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    Key Features

    • Create Change Request: ITIL users can create Normal, Standard, or Emergency change requests. The Virtual Agent guides users to provide essential details like short description, justification, configuration item, assignment group, and planned start/end dates. For Standard changes, users select from a catalog linked by the Virtual Agent.
    • Create Problem: Users can open problem records by describing the issue, specifying urgency and impact, and linking the related configuration item.
    • Identify Available Change Windows: Users can query the next available maintenance or blackout windows for a specific configuration item by entering the item and desired date/time ranges.
    • Identify Scheduled Changes: Users can find upcoming change requests associated with a given configuration item by specifying the item name.
    • Resolve Incident: ITIL users can resolve incidents via chat by selecting a close code (e.g., Solved Permanently or Workaround) and adding resolution notes.
    • Update Assigned Task: Users can update comments or work notes on assigned tasks. The Virtual Agent lists assigned tasks for selection and supports updating individual or all tasks, with options to add comments, work notes, or cancel the update.
    • Update Change Request: Users can update change requests by modifying actual start/end times and changing the status to work in progress or closed.

    Benefits for ServiceNow Customers

    These pre-built Virtual Agent fulfiller topics empower ITSM professionals to efficiently manage key ITIL processes without leaving their communication channels. By automating data collection and task updates, the Virtual Agent reduces manual effort, accelerates response times, and improves accuracy in incident resolution, problem management, and change implementation.

    ServiceNow customers can expect streamlined workflows, enhanced user experience, and improved adherence to ITIL best practices when leveraging these conversational capabilities.

    Fulfiller topic conversations are designed specifically for ITSM professionals with the itil role. These pre-built topics include resolving an incident, creating a problem, and updating data in the system.

    Create Change Request

    Users with the itil role can create change requests using their client of choice, such as Slack. Users indicate the type of change request (Normal, Standard, or Emergency). Change type definitions are provided by the virtual agent.

    For normal and emergency change requests, Virtual Agent prompts the user to enter the following criteria:
    • Short description
    • Justification
    • Configuration item
    • Assignment group
    • Planned start date
    • Planned end date

    For standard change requests, Virtual Agent sends a carousel link to a catalog of standard change items. After the user selects an item, Virtual Agent provides a link to open the associated category page to request the change.

    Create Change Request topic.

    Create Problem

    Users with the itil role can create problem records. Users provide a description of the problem and specify the urgency and the impact of the problem. Users must know and enter the associated problematic configuration item as well.

    Identify Available Change Windows

    Users with the itil role can check the next available change window for a configuration item. For example, you can determine the next available change window for a specific asset assigned to a user, regarding maintenance or black-out calendars. Users must enter the configuration item to check, such as PROmonitor, and then select a planned start and end date and time.

    Identify Available Change Windows topic.

    Identify Scheduled Changes

    Users with the itil role can find upcoming change requests for a specific configuration item (CI). To see the change requests, users must type in the name of the configuration item that contains the changes.

    Resolve Incident

    Users with the itil role can resolve an incident through support chat by providing a close code, for example, Solved (Permanently) or Solved (Workaround), and resolution notes.

    Resolve Incident topic.

    Update Assigned Task

    Users with the itil role can update comments or work notes in assigned tasks. When a user wants to update a task, the virtual agent returns a list of all assigned tasks and asks which task the user wants to update. Users can select a single listed task to update or select All to load and update all assigned tasks. The virtual agent then asks if the user wants to add a comment, a work note, or both. Optionally, users can cancel the update.

    Update Change Request

    Users with the itil role can update the actual start and end time of a change, as well as move it to work in progress or closed states.