--- 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 --- # Manage alerts autonomously agentic workflow # Manage alerts autonomously agentic workflow {#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 Manage alerts autonomously agentic workflow The Manage alerts autonomously agentic workflow enhances IT operations by leveraging AI to automate and streamline the entire alert management process. It reduces resolution times by handling triage, impact analysis, root cause investigation, and generating insightful reports. This unified AI-driven workflow helps ServiceNow customers manage IT alerts more efficiently and gain actionable insights to improve service health. Show full answer Show less ## Key Features * **Automated Alert Triage:** The workflow evaluates, categorizes, and analyzes alert history to identify noise patterns, update alert group descriptions, and detect incident focal points and closure trends. * **Impact Analysis:** It assesses the impact on services and users by examining recent incidents and cases, and utilizes observability capabilities for deeper validation of service states. * **Root Cause Investigation:** The AI agent retrieves and summarizes similar closed alerts, analyzes recent changes for causal links, reviews related knowledge base articles, identifies metric anomalies, and detects errors or warnings in logs. * **Contextual Insights and Classification:** Alerts are classified as proactive or reactive, providing insights into potential failure scenarios, risks, and the consequences of not addressing alerts. * **Summary and Reporting:** The workflow consolidates findings, generates final summaries stored within alert records---including reasoning, evidence, confidence levels, and health analysis from Service Observability dashboards---offering clear, actionable information. ## Practical Use and Configuration The workflow uses the Manage alerts AI agent to perform the above tasks autonomously. It is enabled by default, but customers can customize it by duplicating the workflow and adjusting settings as needed. When modifying, it is crucial to update all associated instructions to maintain consistency. Customers can also review AI-generated insights through Express List views. ## Benefits for ServiceNow Customers * Significantly streamlined alert management and faster incident resolution. * Reduced noise and better prioritization through intelligent triage. * Comprehensive impact and root cause analysis for informed decision-making. * Automated generation of meaningful reports and actionable insights embedded directly in alert records. * Improved service health visibility via integrated Service Observability analytics. Enhance IT operations with AI-driven, autonomous alert management using the manage alerts autonomously agentic workflow. ## Manage alerts autonomously agentic workflow overview {#itom-autonomous-operator-workflow__section_zzt_w5x_4hc} The manage alerts autonomously workflow introduces a unified AI-driven process that significantly streamlines alert management and reduces resolution times. This workflow supports alert management in the following ways: * Automates the triage * Impact analysis * Root cause investigation of IT alerts * Generates reports, summarizes key insights and possible next steps {#itom-autonomous-operator-workflow__ul_efx_d5x_4hc} For information on how to review key insights and data derived from the workflow in Express List, see [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."). For information about configuring this workflow, see [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."). Use the information on this page to learn about the actions related to the manage alerts autonomously agentic workflow. To modify the workflow, you must duplicate it and adjust the settings according to your requirements. For more information, see [Duplicate an agentic workflow](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). Important: When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly. ## Manage alerts autonomously agentic workflow {#itom-autonomous-operator-workflow__section_jcr_gvx_4hc} The manage alerts autonomously agentic workflow uses the manage alerts AI agent to perform alert management and resolution tasks. {#itom-autonomous-operator-workflow__section_jcr_gvx_4hc__entry__2} | AI agent | AI agent role | |-|-| | Manage alerts AI agent | Investigates alerts, summarizes alert-related reports, and stores structured insights with key findings. | [Table 1. AI agent used in the manage alerts autonomously agentic workflow] The manage alerts autonomously agentic workflow performs several actions in the course of the workflow. These actions may include the following: * Triages alerts * Evaluates and categorizes alert * Analyzes alert history to identify noise patterns * Updates alert group description based on analysis * Performs related incidents analysis to detect focal points and common closure patterns {#itom-autonomous-operator-workflow__ul_vdc_lcv_shc} * Determines alert impact * Evaluates impact on services * Determines user impact by finding recent incidents or cases * Uses observability skills for deeper service state validation {#itom-autonomous-operator-workflow__ul_o2n_1dv_shc} * Investigates relevant information * Retrieves and summarizes similar closed alerts * Analyzes recent changes for causal relationships * Summarizes related KB articles for relevant information * Identifies trends or anomalies in related metrics * Uncovers errors, exceptions, or warnings in related logs * Analyzes non-primary log analytics alerts in an alert group to support investigation, including the following: * Classifies alerts as proactive or reactive, indicating emerging risk or an active issue * Assess if triage is required * Provides contextual insights, including potential failure scenarios and what may occur if the alert isn't addressed {#itom-autonomous-operator-workflow__itom-autonomous-operator-workflow_ul_oxv_n35_k3c} {#itom-autonomous-operator-workflow__ul_ifs_v2v_shc} * Summarizes and stores information * Consolidates findings * Generates a final summary * Saves the summaries in the alert record, such as * reasoning, evidence, and confidence level behind AI-driven investigation of alert significance and automatic closure of insignificant alerts, and * summaries of Service Observability dashboards to provide health analysis of each service associated with an alert. For more information see, [Analyze service health in Service Observability](https://www.servicenow.com/docs/ktsWaPXoSsnnn3caWf~W6Q "Use the Analyze Service Health skill to view an analysis of all Service Observability dashboards for the selected service."). {#itom-autonomous-operator-workflow__ul_wlm_1gs_f3c} * Provides clear, actionable insights {#itom-autonomous-operator-workflow__ul_ayx_2fv_shc} {#itom-autonomous-operator-workflow__ul_q2t_3cv_shc} Important: This agentic workflow is turned on by default. For more information, see [AI agents, skills, and agentic workflows on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).