--- 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 --- # Analyze potential impact agentic workflow # Analyze potential impact agentic workflow {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Analyze potential impact agentic workflow The Analyze potential impact agentic workflow evaluates how a change request might affect operational servers and services within your IT environment. This analysis supports informed decision-making by identifying and prioritizing up to 10 impacted servers and up to 3 related services. The results are displayed in the ServiceNow Otto panel and saved to the change request's work notes for traceability. Show full answer Show less This workflow focuses exclusively on servers that are currently operational and actively in use, excluding retired or non-operational assets. It is designed to help you understand potential risks and service disruptions before implementing changes. ## Key Features * **Automated Impact Analysis:** The Analyze Potential Impact Agent automatically retrieves the change request, selects affected servers, matches them to services, and prioritizes impacted items for review. * **Integration with ServiceNow Otto:** Analysis results, including server and service impact summaries, are presented directly within the Otto panel for ease of access. * **Service Mapping AI Skills:** The workflow leverages two generative AI skills---Service Mapping Candidate and Service Mapping Candidates Impact---to identify services running in your environment and assess how changes affect service connections and dependencies. * **Detailed Service Descriptions:** Service Mapping Candidate skill provides enriched metadata such as publisher, product, detailed process descriptions, and industry categorization to clarify service context. * **Impact Summaries:** The Service Mapping Candidates Impact skill generates comprehensive impact assessments describing how a change to one component may disrupt connected servers and services, enhancing risk visibility. * **Automatic Documentation:** The workflow saves the generated impact analysis in the change request's work notes, supporting audit trails and collaboration. ## Important Considerations * The workflow does not support instances with domain separation, so it should be used in single-domain environments. * For best results, interactions with the agent should be conducted in English. * The agentic workflow is enabled by default, streamlining readiness for immediate use. ## Practical Use for ServiceNow Customers By using the Analyze potential impact agentic workflow, you can efficiently assess the likely server and service impacts of proposed changes, reducing the risk of unexpected service disruptions. This capability helps change managers and IT teams to prioritize change requests, communicate potential risks clearly, and make better-informed decisions during the change management lifecycle. To apply this workflow, initiate the analysis from the Otto panel within the context of an open change request or by entering the change request number when prompted. Review the prioritized impacted servers and services along with the generated summaries to understand potential consequences before approving or modifying the change. 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. ## Analyze potential impact agentic workflow overview {#now-assist-itom-analyze-potential-impact-workflow__section_v54_3fj_fgc} Using the Analyze potential impact agentic workflow, the Analyze potential impact agent produces an analysis of potentially impacted relevant servers and services. Note: Relevant servers refer to those servers that are currently operational and in use, excluding any non-operational or retired servers. ## AI agent used in the Analyze potential impact agentic workflow {#now-assist-itom-analyze-potential-impact-workflow__section_fkp_3hj_fgc} {#now-assist-itom-analyze-potential-impact-workflow__table_nc4_qft_ggc__entry__2} | AI Agent | AI Agent role | |-|-| | Analyze Potential Impact Agent | Analyzes the potential impact of a change on relevant servers and services and generate an impact analysis. | [Table 1. AI Agent and its role] {#now-assist-itom-analyze-potential-impact-workflow__table_nc4_qft_ggc} ## Generating the impact analysis {#now-assist-itom-analyze-potential-impact-workflow__section_lp4_gjt_ggc} The Analyze potential impact agentic workflow uses the agent and its related skills to evaluate the potential impact of a change request. When you select the Analyze potential impact agent in the ServiceNow Otto panel, the agent initiates the workflow as follows: * Prerequisite verification: The agent verifies that all prerequisites have been met. * Change request identification: If you have a change request open, the agent retrieves the change request number from the current active page. Otherwise, it prompts you to provide the change request number. * Server selection: The agent selects up to 10 affected servers from the configuration items (CIs) in the change request. * Match identification: The agent identifies matches between servers and suggested services. * Impact analysis: Eventually, the agent prioritizes and displays up to 10 impacted relevant servers, giving priority to servers that are part of services, and up to 3 impacted services. Additionally, the agent provides you with a summary about each service and how it might be impacted by related servers. This information is displayed in the ServiceNow Otto panel. * Saving the impact analysis: The analysis generated by the Analyze potential impact agentic workflow is saved to the change request work notes. {#now-assist-itom-analyze-potential-impact-workflow__ul_oxb_vwp_hgc} To learn more about using the workflow, see [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."). Analyze potential impact agentic workflow sample report ## Domain separation {#now-assist-itom-analyze-potential-impact-workflow__section_v3t_2yp_hgc} Currently, the Analyze potential impact agentic workflow doesn't support instances with domain separation. For optimal results, conduct all conversations in English. ## Service Mapping AI Skills {#now-assist-itom-analyze-potential-impact-workflow__DOC1135259-01} Service Mapping skills are intelligent capabilities that enhance the Analyze potential impact agentic workflow. These skills leverage generative AI to identify, classify, and assess the impact of changes to your IT infrastructure. Service Mapping provides two primary Gen AI skills: * Service Mapping Candidate * Service Mapping Candidates Impact {#now-assist-itom-analyze-potential-impact-workflow__ul_ysz_1jd_thc} These Service Mapping skills are active by default. For information on activating inactive skills, see: * [Activate the Service Mapping Candidate skill](https://www.servicenow.com/docs/cLRzyS25fyW7ENI9ZzMe4g "The Service Mapping Candidate skill provides ServiceNow Otto the ability to classify app service candidates and generate a description for them. The skill is active by default. If needed, administrators can activate or deactivate the skill.") * [Activate the Service Mapping Candidates Impact skill](https://www.servicenow.com/docs/N7pM71DWMdt6xkwqmFzkJg "The Service Mapping Candidates Impact skill analyzes connections and effects on servers. It enables generating an impact summary, using ServiceNow Otto. The skill is active by default. If needed, administrators can activate or deactivate the skill.") {#now-assist-itom-analyze-potential-impact-workflow__ul_ww1_ktx_thc} ## Service Mapping Candidate skill {#now-assist-itom-analyze-potential-impact-workflow__DOC1135259-02} This skill automatically identifies and names processes and application service candidates by analyzing process characteristics, commands, and parameters. It provides detailed descriptions and categorization to help you understand which services are running in your environment. The skill uses a two-stage process: 1. In the process classification stage, the agent uses the skill to analyze individual processes within an application service candidate. The agent uses the skill to extract: * Publisher: The company or organization that released the product. For example: "Project Calico". * Product: The specific product name. For example: "Calico". * Description: Detailed explanation of what the process does. For example: "BIRD (BIRD Internet Routing Daemon) process running as part of Calico networking solution for Kubernetes and container orchestration. This process handles BGP routing functionality with remote control socket enabled, running as a daemon with specific Calico configuration for pod-to-pod networking and network policy enforcement." * Service Hints: Keywords that help identify the service type. For example: "bird,calico,BGP,routing,daemon,networking,kubernetes,container,policy,socket". {#now-assist-itom-analyze-potential-impact-workflow__ul_ixf_gkd_thc} 2. In the service information generation stage, the agent combines process details with load balancer information to generate: * Service Name: A concise, accurate name for the service candidate. For example: "Calico BGP Routing Service". * Service Description: A comprehensive description of the service's purpose. For example: "BIRD Internet Routing Daemon process running as part of Project Calico's networking solution for Kubernetes container orchestration. This service handles BGP routing functionality for pod-to-pod networking and network policy enforcement, operating as a daemon with remote control socket capabilities. The component is connected through Calico's container networking infrastructure to provide routing services in Kubernetes environments". * G2 Category: Industry-standard categorization from G2.com. For example: "Container Networking". {#now-assist-itom-analyze-potential-impact-workflow__ul_frn_zkd_thc} {#now-assist-itom-analyze-potential-impact-workflow__ol_zxd_yfd_thc} ## Service Mapping Candidates Impact skill {#now-assist-itom-analyze-potential-impact-workflow__DOC1135259-03} This skill generates comprehensive impact assessments when changes are made to your infrastructure. It analyzes service connections and dependencies to predict how a change to a single component might affect other services and servers. In addition, it provides a summary of the impact analysis. The skill analyzes: * Connection Topology: How servers within a service candidate are connected. * Affected Servers: Which servers are directly impacted by a change. {#now-assist-itom-analyze-potential-impact-workflow__ul_gxb_fmd_thc} Based on the candidate number, and the analysis, the output summary is provided per a service candidate. For example: * Service candidate: "bird \[ASC000000015\]". * Impact: "Network routing disruption affecting pod-to-pod communication across Kubernetes cluster nodes due to Calico Bird BGP routing daemon failure on p-kubenode1-2, potentially causing connectivity issues for workloads on connected nodes p-kubenode1-3, p-kubenode1-4, and p-kubenode1-5". {#now-assist-itom-analyze-potential-impact-workflow__ul_n2s_bg2_thc} 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). * **[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.