--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Reviewing your Agentic AI assessment # Reviewing your Agentic AI assessment {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Reviewing your Agentic AI assessment This automated assessment process helps ServiceNow customers evaluate potential implementation impacts of agentic AI within ServiceNow Otto for IT Service Management (ITSM) and Customer Service Management (CSM). It provides actionable insights to guide readiness and remediation efforts for adopting agentic AI features. Show full answer Show less ## Accessing and Understanding the Assessment * Navigate to **Workspaces \> AI Readiness Evaluation** and select the agentic AI assessment icon to review your results. * Before viewing, ensure the scheduled job for the assessment has been run. If not, you will be prompted to run it individually. * The **Summary tab** consolidates overall findings, including summarization and resolution notes specific to ITSM and CSM. * Assessment results are estimates; customers should validate them for accuracy and suitability to their use cases. * The **Legends** button explains estimated remediation efforts using size, color coding, and timelines measured in development days, plus icon descriptions that indicate action priorities. ## Detailed Assessment Review * Individual assessment tabs let you drill into ITSM or CSM-specific questions, which differ between the two. * Data for assessments is gathered from specific tables (Questions, Answers, Assessment, Assessment Run), accessible via the navigation filter. * Visual indicators guide you through results: * **Informational**: No action needed. * **Blocker**: Requires remediation before implementation, with estimated effort. * **Recommended**: Warnings to evaluate but no immediate remediation effort provided. ## Working with Assessment Results * You can **download the full assessment report or individual assessment reports as PDFs**, with embedded hyperlinks for easy navigation. * Hyperlinks open specific problematic records or tables in new browser tabs for direct review and action. * After addressing findings, rerun the scheduled jobs to update and improve your assessment results. ## Practical Benefits for ServiceNow Customers This assessment enables customers to proactively identify and address potential implementation challenges with agentic AI in ITSM and CSM workflows. By following remediation guidance and leveraging the detailed insights, customers can better plan development efforts, reduce risks, and ensure a smoother adoption of agentic AI capabilities within their ServiceNow environment. This automated assessment process evaluates potential implementation impacts and provides actionable insights for agentic AI in ServiceNow Otto for IT Service Management (ITSM) and ServiceNow Otto for Customer Service Management (CSM). Navigate to WorkspacesAI Readiness Evaluation and select the agentic AI assessment icon ![]() to review your agentic AI assessment. Note: Before viewing your agentic AI assessments, you must first have run the scheduled job to get the assessment results. If you haven't run your scheduled jobs, you are prompted to do so on an individual job level. For more information on running scheduled jobs, see [Run the GenAI/AgenticAI Assessment scheduled job](https://www.servicenow.com/docs/BzTTHOEjQ4HYu0z13unkoA "Before you can view the agentic AI or generative AI assessment results, you must first run the GenAI/AgenticAI Assessment scheduled job."). The summary tab provides a consolidated summary of overall findings along with summarization and resolution notes for ITSM and CSM. The results shown are estimates. You should evaluate results provided by AI Readiness Evaluation for accuracy and appropriateness for your use case. To better understand the estimated remediation effort, select the Legends button. The legend shows the estimated remediation effort using sizing verbiage and colors, along with an estimated timeline of remediation in development days. The legend also includes descriptions of the icons found next to the assessment questions. Figure 1. Example of Legends estimated remediation effort sizing After reviewing the summary, select the individual assessment tabs to review those specific assessments. The questions for each assessment differ. For example, the questions and answers on the Agentic AI - ITSM assessment are different than the questions and answers on the Agentic AI - CSM assessment. Note: The assessments gather information from tables. To view any of the tables' available questions, answers, assessments, or assessment run successes or failures, search for the applicable table in the navigation filter: * Questions \[sn_assess_question\] table * Answers \[sn_assess_answer\] table * Assessment \[sn_assess_assessment\] table * Assessment Run \[sn_assess_assessment_run\] table {#reviewing-agentic-ai-assesment__ul_ztr_tcl_tgc} For more information about how to search for tables in the navigation filter, see [Navigate directly to a table](https://www.servicenow.com/docs/access?context=t_NavigateDirectlyToATable&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US). The assessments include visual indicators to guide you on non-blocker and blocker results. The following list details the descriptions of the assessment's visual indicators: * ![](): Informational area and no further action needed. * ![](): Further action is needed to resolve findings before implementation. These required areas include estimated remediation efforts. * ![](): Recommended area warning, but the finding should be evaluated before implementation. These recommendations are observations that should be reviewed prior to implementation but no estimated remediation effort is provided. {#reviewing-agentic-ai-assesment__ul_bz2_s1l_tgc} You can select Download Report to export the entire agentic assessment report in PDF format from the Summary tab. The exported report still includes hyperlinks to the specific individual assessments. Selecting Download Report on an individual assessment downloads only that report in PDF format. After selecting a hyperlink in the PDF, that record or table opens in a separate browser tab. Note: You don't have to select Download Report to work directly with the problematic records or tables found in the assessment. Each assessment includes hyperlinks to the records or tables that need attention. Selecting a hyperlink opens the record or table in a separate browser tab. Figure 2. Example of the Agentic AI - ITSM assessment After reviewing the assessment and making the suggested assessment changes, rerun your scheduled jobs to see how your results improve. For more information on rerunning a specific job or all jobs, see [Run the GenAI/AgenticAI Assessment scheduled job](https://www.servicenow.com/docs/BzTTHOEjQ4HYu0z13unkoA "Before you can view the agentic AI or generative AI assessment results, you must first run the GenAI/AgenticAI Assessment scheduled job."). *[\>]: and then