Using Now Assist for IT Service Management (ITSM)

If you have the itil role, you can summarize the chat interactions with a requester, summarize an incident, and generate resolution notes by using the Now Assist for IT Service Management (ITSM) application. You can also understand the chat and incident context and propose resolutions more quickly to the requester.

Note:

If you want a subset of users with itil role to access the Now Assist for IT Service Management (ITSM) skills, you can create a role or a group for those users. For more information, see Create a new role or a group to access Now Assist skills.

• Summarize a chat conversation by using Now Assist for IT Service Management (ITSM)
  Summarize the Virtual Agent chat conversation between a live agent and a requester in Service Operations Workspace for ITSM. You can generate the summary by using the chat summarization skill in Now Assist for IT Service Management (ITSM).
• Summarize a Sidebar discussion by using Now Assist for IT Service Management (ITSM)
  Generate a summary of Sidebar discussions between agents, requesters, and subject matter experts by using the Sidebar discussion summarization skill in the Now Assist for IT Service Management (ITSM) application.
• Summarize an incident by using Now Assist for IT Service Management (ITSM)
  Quickly understand the incident context and respond to a requester’s inquiries by using the incident summarization skill in the Now Assist for IT Service Management (ITSM) application.
• Summarize a change request by using Now Assist for IT Service Management (ITSM)
  Quickly capture the important details of a change request, including the current status, by using the change request summarization skill in the Now Assist for IT Service Management (ITSM) application.
• Summarize an incident when reassigning it by using Now Assist for IT Service Management (ITSM)
  Provide information about the incident when assigning it to another agent or assignment group by summarizing all actions until hand off. For example, an agent can summarize an incident when reassigning it to another agent if the incident is incorrectly assigned or needs troubleshooting by another agent or assignment group.
• Explain the risk of a change request by using Now Assist for IT Service Management (ITSM)
  Quickly generate the explanation of the calculated risk rating for a change request by using the change request risk explanation skill in the Now Assist for IT Service Management (ITSM) application.
• Generate the resolution notes for an incident by using Now Assist for IT Service Management (ITSM)
  Automatically generate the resolution notes for an incident on demand using the Now Assist context menu. You can improve the quality of the resolution notes by providing a summary of the root cause and the steps taken to resolve the issue. Generating resolution notes lets you provide information about the incident resolution to other agents who might encounter similar issues.
• Generate a knowledge article from the Service Operations Workspace for ITSM and classic environment by using Now Assist
  As an agent or knowledge writer, quickly generate knowledge articles from resolved and closed incidents within the Service Operations Workspace for ITSM application and classic environment by using the Now Assist application.
• Generate a chat reply recommendation by using Now Assist for IT Service Management (ITSM)
  Generate a reply based on the context of the chat conversation using the Now Assist icon. Chat reply recommendations provide agents with quick replies to common questions.
• Generate an email response by using Now Assist for IT Service Management (ITSM)
  Generate an email as a recommendation based on the context of the incident using the Now Assist icon. Email responses can help agents save time and learn efficient ways to respond to requesters.
• Generate a Major Incident email content recommendation by using Now Assist for IT Service Management (ITSM)
  Create a draft version of an email to communicate with stakeholders on a major incident using an email template. You can complete field values in the template using an AI-generated response. Use different GenAI variables in the template types for efficient communication with the requesters.
• Ask questions about an incident by using the Now Assist panel
  Quickly obtain common incident related information conversationally within the incident record by asking questions in the Now Assist panel.
• Request the generative AI capabilities in ITSM by using the Now Assist panel
  Use the Now Assist panel to request the contextual generative AI capabilities in IT Service Management (ITSM) such as a chat summary, incident summary, or incident resolution notes in a conversational manner. You can also add comments and work notes. These capabilities provide you with a quick resolution to issues.
• Use self-service to deflect incidents in a ServiceNow portal using Now Assist
  Designed to reduce the number of incidents to be resolved by deflecting issues with self-service.
• Analyze sentiments in Now Assist for IT Service Management (ITSM)
  Make informed decisions on incidents based on requester's sentiment and the reasoning behind it in the Now Assist for IT Service Management (ITSM) application.
• Suggested steps generation in Now Assist for IT Service Management (ITSM)
  Generate suggested steps automatically by analyzing clusters of closed incidents with similar incident resolution in the Now Assist for IT Service Management (ITSM) application.