Standalone AI Agents in Public Sector Digital Services

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Standalone AI Agents in Public Sector Digital Services

    The Public Sector Digital Services (PSDS) AI Agent Collection application in ServiceNow enables customers to use standalone AI agents for specific automated outcomes. These agents support tasks such as analyzing fee waiver justifications and estimating fees for information request cases, helping to streamline and automate public sector digital service operations.

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    To activate an AI agent, ensure the Status field is enabled on the Define Availability screen. AI Search must be enabled on your instance before configuring these agents.

    Key Features

    • Information Request Playbook Fee Estimation Agent: Analyzes applicant fee waiver justifications using predefined rules, retrieves similar case records for accurate fee calculation, and provides a detailed fee estimate including sub-totals and fee waiver recommendations.
    • Support for multiple AI model providers: Now LLM Service, Azure OpenAI, Google Gemini, or Anthropic Claude on AWS can be selected via Configuration Controls in AI Control Tower and skill-level preferences in AI Admin Hub.
    • Security and Access Control: Execution of AI agents and agentic workflows is secured through Access Control Lists (ACLs) and user identities, allowing agents to run actions as dynamic or AI users.
    • Agentic Workflow Activation: By default, agent workflows and AI agent records are read-only. To enable autonomous operation, duplicate and activate the agentic workflow and all contained agents. Also, activate a unique trigger for automatic invocation or run manually without activating triggers.

    Practical Guidance for ServiceNow Customers

    • Verify AI Search is enabled before setting up AI agents.
    • Ensure AI agents you intend to use are activated along with their workflows and triggers.
    • Use Azure OpenAI when configuring ITSM-related agentic workflows for optimal performance.
    • Implement ACLs for secure and compliant execution of AI agents.
    • Consult ServiceNow documentation on activating AI agents and selecting large language models to align with your organizational requirements.

    Use standalone agents to achieve specific automated outcomes with the Public Sector Digital Services AI Agent Collection application. ​

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

    The following table describes the available AI agents in the ServiceNow Otto for Public Sector Digital Services (PSDS) application.

    Table 1. Available standalone AI Agents for the Public Sector Digital Services AI Agent Collection
    AI Agent name Description
    Information Request Playbook Fee Estimation Agent
    • Analyzes fee waiver justification from applicant for an information request case record, and validates justification against predefined rules
    • Outlines the steps required to estimate the fees associated with an information request
    • Retrieves similar case records and allows user to exclude any from the fee calculation
    • Estimates and communicates fee breakdown associated with an information request case record based on similar request queries and request details from the user
    • Communicates sub-total estimate, fee waiver recommendation, and total with fee waiver.
    Note:
    Verify that AI Search is enabled on the instance before configuring the agents.

    There might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see Find AI agents.

    Note:

    You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the AI Admin Hub console. For more information, see Large language models on the ServiceNow AI Platform®.

    Enable security implementation to execute AI agents and agentic workflows through Access Control Lists (ACLs) and user identities. ACLs provide the Run As capability to let agents and agentic workflows execute actions either as a dynamic user or as an AI user. For more information, see Implement access control in AI agents

    Important:
    By default, all agent workflow and AI agent records are read-only.

    To run the AI agents autonomously, you must first duplicate the agentic workflow, and then proceed with the following steps:

    • Activate the agentic workflow.
    • Activate all agents within the agentic workflow.
    • Activate the trigger to invoke the agentic workflow automatically. The triggers for each agentic workflow must be unique. If you prefer to invoke it manually, activating the trigger isn’t necessary.
    • Azure OpenAI is recommended for ITSM agentic workflows. For information on Large Language Models (LLMs) for AI agents and agentic workflows, see Select the LLM for AI agents and agentic workflows.

    For more information on configuring AI Agents, see Activate an AI Agent in Public Sector Digital Services AI Agent Collection.