--- sourceDocument: Australia IT Operations Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-operations-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Operations Management ft:clusterId : - itom bundleId : - itom workflow : - Technology --- # AI in Express List # AI in Express List {#ariaid-title1} Release version: Australia Updated July 2, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 AI in Express List ServiceNow Otto for ITOM integrates generative AI skills and agentic workflows within Express List to help IT operations teams efficiently triage alerts, investigate incidents, and respond faster. These AI capabilities require the ServiceNow Otto for IT Operations Management (ITOM) installation and are designed to enhance alert and incident management by providing automated analysis, summaries, and impact assessments. Show full answer Show less ## Key Features * **Alert Analysis Skill:** Generates a human-readable summary and technical details of alerts to aid quick understanding and investigation. * **Alert Group Analysis Skill:** Provides simplified descriptions and technical context of alert groups to assist operators in prioritizing responses. * **Alert Group Description Generation Skill:** Creates comprehensive AI-generated descriptions that replace default alert group descriptions for clearer insight. * **Past Incident Analysis Skill:** Queries historical incidents related to current alerts, summarizing past resolutions and contacts to inform faster remediation. * **AI-Generated Incident Creation Skill:** Automatically creates incidents with AI-generated descriptions directly from alerts, reducing manual effort. * **Analyze Alert Impact Agentic Workflow:** Uses observability AI agents to assess alert severity, impact scope, ownership, and root causes, integrating with tools like Dynatrace and New Relic. * **Analyze Potential Impact Agentic Workflow:** Evaluates how change requests affect servers and services, providing risk assessments and impact analyses saved directly to change records. * **Manage Alerts Autonomously Agentic Workflow:** Automates alert triage, impact analysis, and root cause investigation, delivering reports and storing structured findings without manual intervention. This workflow supersedes the Autonomous workflow when AI Specialist is activated. ## Practical Benefits for ServiceNow Customers * Accelerates alert triage and incident investigation through AI-generated summaries and insights. * Enables proactive and informed decision-making with AI-assisted impact and risk analysis of alerts and change requests. * Reduces manual workload by automating incident creation and alert management processes. * Integrates seamlessly with observability tools to provide comprehensive alert context and root cause identification. * Offers flexible AI workflows that can be activated or managed according to operational needs and licensing tiers. ServiceNow Otto for ITOM provides generative AI skills and agentic workflows in Express List that help operators triage alerts, investigate incidents, and respond faster. Express List includes several generative AI skills and agentic workflows. All features require ServiceNow Otto for IT Operations Management (ITOM) to be installed. For a summary of all AI features across ITOM AIOps, see [Install ITOM using ServiceNow Otto for Setup](https://www.servicenow.com/docs/9zfDNF0FFMn9MdKR8tysEA "ServiceNow Otto for Setup provides a guided setup experience to install and configure IT Operations Management.").{#exploring-ai-in-express-list__exploring-ai-in-express-list-para-1} Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). {#exploring-ai-in-express-list__table_exploring-ai-in-express-list__entry__4} | AI feature | Description | Use case | Resources | |-|-|-|-| | Alert analysis skill | Uses generative AI to generate a human-readable brief of an alert and additional technical information to support investigation. Analyses are provided in English regardless of the language used in the alert description. | An operator opens an alert in Express List and wants a quick summary of what the alert means and what to investigate next. | [View an alert analysis by ServiceNow Otto in Express List](https://www.servicenow.com/docs/CAo8TtU1WlP1cQoveDgmxg "View an alert analysis created using generative AI. Alert analyses include a human-readable brief of the alert and technical information to help you investigate the alert more effectively.") | | Alert group analysis skill | Uses generative AI to generate a simplified, human-readable description of an alert group and technical information to support investigation. | An operator selects an alert group in Express List and wants to understand the group's overall significance before deciding how to respond. | [View an alert group analysis by ServiceNow Otto in Express List](https://www.servicenow.com/docs/CSgxyI8fz40BmrKFWCiiPg "View an alert group analysis created using generative AI. The analysis offers a simplified, human-readable description of the alert group and technical information to help you investigate it more efficiently.") | | Alert group description generation skill | Uses generative AI to generate a comprehensive description of an alert group that encompasses all alerts within the group. The generated description replaces the original alert group description. | An operator wants to replace a system-generated alert group description with a meaningful, AI-generated summary that reflects the full scope of the group. | [Generate an alert group description in Express List using ServiceNow Otto](https://www.servicenow.com/docs/Aj70iXkh7OjampyYvoJ2Pg "Use AI to generate a meaningful description of an alert group in Express List that encompasses all the alerts within the group. The generated description replaces the original description of the group.") | | Past incident analysis skill | Queries historical records to find related past incidents and analyzes their frequency, criticality, work notes, and resolution. Presents a summary of the most relevant incidents in the ServiceNow Otto panel, including resolution strategies and contact details for teams who resolved similar incidents. | An operator is investigating an alert and wants to know whether similar issues have occurred before and how they were resolved. | * [Accelerate alert resolution with past incident analysis](https://www.servicenow.com/docs/n8uV34Zz97ikRudseeiScQ "Use AI to investigate relevant past incidents and present effective strategies used to resolve them.") * [Generate a ServiceNow Otto summary of past related incidents](https://www.servicenow.com/docs/3GkBqRVF9Y5BVDiulop5dQ "View an AI summary of past incidents related to the current alert, including strategies used to resolve them.") {#exploring-ai-in-express-list__ul_ev4_2lk_jkc} | | AI-generated incident creation skill | Creates an incident with a human-readable, AI-generated description directly from an alert in Express List. | An operator determines that an alert requires an incident and wants the incident description to be generated automatically rather than written manually. | [Create an incident from an alert with ServiceNow Otto in Express List](https://www.servicenow.com/docs/zVey~W~hocXASKzn5MSNsQ "Create an incident with a human-readable, AI-generated description from the Express List pane by using AI.") | | Analyze alert impact agentic workflow | Uses observability AI agents to investigate an alert and surface information about its severity, impact, ownership, and potential root causes. Integrates with observability tools such as Dynatrace, Kentik, and New Relic. | An operator selects an alert from an observability-connected source and wants to understand its blast radius, identify responsible teams, and find potential root causes before escalating. | * [Analyze alert impact agentic workflow](https://www.servicenow.com/docs/52wLj6WmDNfWtdSt0anG3Q "Use the analyze alert impact agentic workflow to investigate an alert and get the context that you need to respond efficiently.") * [Analyze alert impact in the ServiceNow Otto panel](https://www.servicenow.com/docs/9sWFxRUeZwM~GX3sozz7mg "Learn how to use the analyze alert impact agentic workflow in the ServiceNow Otto panel. The agentic workflow helps you investigate an alert and get the context that you need to respond efficiently.") {#exploring-ai-in-express-list__ul_fv4_2lk_jkc} | | Analyze potential impact agentic workflow | Analyzes how a change request might affect relevant servers and services. The agent verifies prerequisites, retrieves the change request, selects up to 10 affected servers, identifies matches with suggested services, and displays an impact analysis in the ServiceNow Otto panel. The analysis is also saved to the change request work notes. | An operator or change manager wants to assess the risk of a change request before approving it, without manually reviewing all affected CIs. | * [Analyze potential impact agentic workflow](https://www.servicenow.com/docs/wvd9PN8LflMhZxNzdYWUJg "The Analyze potential impact agentic workflow analyzes how a change request might impact servers and services. This analysis helps you make informed decisions about the next steps regarding the change request.") * [Assess a change request with the Analyze potential impact workflow](https://www.servicenow.com/docs/VOJuWh1z5DkFIvmlPf1vdg "Use the Analyze potential impact agentic workflow to assess the effects of a change request. This workflow highlights the potential impacted servers and suggested services to help you identify risks, benefits, and make any necessary adjustments.") {#exploring-ai-in-express-list__ul_gv4_2lk_jkc} | | Manage alerts autonomously agentic workflow | Provides a unified AI-driven process that automates alert triage, impact analysis, and root cause investigation. Generates reports, summarizes key insights and possible next steps, and stores structured findings in the alert record. Also analyzes Health Log Analytics alerts in an alert group and can classify alerts as proactive or reactive. Note: Autonomous workflow is a simplified AI process elaborated in the AI Specialist. You can now activate and manage AI Specialist, controlling the groups it targets and the specific alert type it handles. Activating the AI Specialist automatically disables the Autonomous workflow. | An operations team wants alerts to be triaged, analyzed, and summarized automatically as they arrive, with AI insights available in Express List without manual intervention. | * [Manage alerts autonomously agentic workflow](https://www.servicenow.com/docs/~R88krVO_GFAmxwRXFsfYA "Enhance IT operations with AI-driven, autonomous alert management using the manage alerts autonomously agentic workflow.") * [Configure the manage alerts autonomously agentic workflow](https://www.servicenow.com/docs/rAdBIHRb3keSFwRy1DbGsQ "Configure an alert management rule to operate the manage alerts autonomously agentic workflow manually or automatically.") * [Review AI-generated alert insights in Express List](https://www.servicenow.com/docs/3Hcw9U1xJa0jLBXodsOANw "Access alert information in Express List that is consolidated autonomously by AI skills and agents. Use the AI insights badge, column, and filter to monitor alert statuses and review of AI-generated insights.") {#exploring-ai-in-express-list__ul_hv4_2lk_jkc} | [Table 1. AI features in Express List] {#exploring-ai-in-express-list__table_exploring-ai-in-express-list}