--- sourceDocument: Australia ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/australia/servicenow-platform Release : - australia ft:locale : - en-US ft:publication_title : - Australia ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Using agentic workflows # Using agentic workflows in ServiceNow Otto for CMDB {#ariaid-title1} Release version: Australia Updated July 13, 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 Using agentic workflows in ServiceNow Otto for CMDB This content explains how ServiceNow customers with thesncmdbuserrole can leverage agentic workflows within ServiceNow Otto for CMDB to automate and improve CMDB management tasks. Agentic workflows use natural language inputs and AI reasoning to assist with creating configuration items (CIs), searching the CMDB, assessing impacts, and improving CMDB governance and data quality. These workflows enhance efficiency and data trustworthiness in CMDB operations. Show full answer Show less ## Key Features * **Create configuration item:** Allows users to create CIs via natural language requests, validating class, attributes, compliance with Identification and Reconciliation Engine (IRE) rules, and duplication before CI creation. * **Provide advice on CMDB governance:** Supports data admins and owners by guiding through processes to improve CMDB data accuracy, completeness, and health to increase confidence in CMDB data usage. * **Search CMDB:** Enables flexible searching for CIs using natural language, generating keyword, single-table, or multi-table queries including relationship navigation based on inferred CI relationship data. * **Assess CMDB impact:** Identifies upstream services and CIs affected by incidents or changes by analyzing CMDB dependency topology and change nature, providing structured impact levels and rationale. * **Data model navigator:** Answers detailed questions about core CMDB data model areas such as devices, server infrastructure, and IP address management using indexed navigator tables for performance. * **Recommend service graph connector:** Suggests appropriate integration connectors or data sources for populating CMDB data when given a CI class name. ## Configuration and Security * AI model providers such as Now LLM Service, Azure OpenAI, Google Gemini, or Anthropic Claude can be selected for generative AI skills and agents. * AI Control Tower and AI Admin Hub provide configuration controls and skill-level preferences for model selection. * Access Control Lists (ACLs) enforce security by controlling execution privileges of AI agents and workflows, allowing them to run as dynamic or AI users. * Agentic workflows and AI agents are read-only by default; to run autonomously, customers must duplicate and activate them along with triggers if automatic invocation is desired. ## Practical Benefits for ServiceNow Customers * Streamlines CMDB management tasks by automating complex processes through natural language interaction. * Ensures compliance with data governance and reconciliation rules, reducing errors and manual effort. * Improves data accuracy, completeness, and trustworthiness to support better operational decisions. * Facilitates impact analysis for incidents and changes, improving risk assessment and planning. * Enhances CMDB search capabilities with AI-driven queries that understand relationships and dependencies. * Supports selection of appropriate data integrations to efficiently populate and maintain CMDB data quality. Users with the sn_cmdb_user role can access several ServiceNow Otto for CMDB agentic workflows. ## Agentic workflows {#now-assist-cmdb-using__section_l23_wny_2hc} 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](https://www.servicenow.com/docs/access?context=find-ai-agents&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). {#now-assist-cmdb-using__table_lxk_lck_h2c__entry__3} | Agentic workflow name | Description | Available AI agents | |-|-|-| | Create configuration item | Occasionally, you might create a CI manually. To help you, the Create configuration item agentic workflow accepts your natural language request and verifies that it understands which class the new CI should belong to. The workflow then checks Identification and Reconciliation engine (IRE) rules to determine the required attributes for the CI and requests that information. After you provide sufficient data, the workflow promotes that the proposed CI includes the attributes that you requested, complies with IRE rules, and is not a duplicate. The workflow then creates the CI. For more information, see [Create a CI using ServiceNow Otto](https://www.servicenow.com/docs/GU9hvYA75_57vjSmslYc1g "The Create configuration item agentic workflow accepts your natural language request to manually generate a valid CI in the class that you specify.") | CI creator | | Provide advice on CMDB governance | Data governance can be an overwhelming task. The Provide advice on CMDB governance agentic workflow supports data admins and owners by methodically working through the many-faceted process of improving CMDB data accuracy, completeness, and health. The objective is to help users to trust the data that they use for their work. For more information, see [Getting advice from ServiceNow Otto on CMDB governance](https://www.servicenow.com/docs/nkA5kfeWIxlqopzVkJfcoA "Data governance can be an overwhelming task. The Provide advice on CMDB governance agentic workflow supports data admins and owners by methodically working through the many-faceted process of improving CMDB data accuracy, completeness, and health. The objective is to help users to trust the data that they use for their work."). | * CMDB data manager * CMDB data certification and attestation manager * CMDB data ownership manager * CMDB health metrics manager * CMDB life cycle manager * CMDB principal class manager {#now-assist-cmdb-using__ul_azg_r4y_2hc} | | Search CMDB | The Search CMDB agentic workflow enables you to search for CIs by specifying any of several attributes of the CIs of interest. The workflow accepts your natural language request, verifies your search goal, and then, depending on the information you provided, generates a keyword search, a single-table search with dot walks, or a multi-table search that involves relationship navigation. The workflow can infer CI relationship data to generate an appropriate query. For more information, see [Use ServiceNow Otto to search the CMDB](https://www.servicenow.com/docs/8ey9_ZqpYFZcMv6qUGf5mA "The Search CMDB agentic workflow enables you to search for CIs by specifying any of several attributes of the CIs of interest. The workflow accepts your natural language request, verifies your search goal, and then, depending on the information you provided, generates a keyword search, a single-table search with dot walks, or a multi-table search that involves relationship navigation. The workflow can infer CI relationship data to generate an appropriate query."). | CI search | [Table 1. Available agentic workflows for ServiceNow Otto for CMDB] {#now-assist-cmdb-using__table_lxk_lck_h2c} Note: You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in [AI Control Tower](https://www.servicenow.com/docs/access?context=ai-model-providers&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). 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](https://www.servicenow.com/docs/access?context=aia-security-implementation&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) ## Running AI agents autonomously {#now-assist-cmdb-using__section_prl_4tf_pgc} Important: By default, all agentic 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. If you prefer to invoke it manually, activating the trigger isn't necessary. {#now-assist-cmdb-using__ul_cgc_ffk_h2c} * **[Create a CI using ServiceNow Otto](https://www.servicenow.com/docs/GU9hvYA75_57vjSmslYc1g)** The Create configuration item agentic workflow accepts your natural language request to manually generate a valid CI in the class that you specify. * **[Getting advice from ServiceNow Otto on CMDB governance](https://www.servicenow.com/docs/nkA5kfeWIxlqopzVkJfcoA)** Data governance can be an overwhelming task. The Provide advice on CMDB governance agentic workflow supports data admins and owners by methodically working through the many-faceted process of improving CMDB data accuracy, completeness, and health. The objective is to help users to trust the data that they use for their work. * **[Analyzing the impact of a change or incident](https://www.servicenow.com/docs/VW_vxXCAIzYZprs4oeD1Ug)** The Assess CMDB impact agentic workflow identifies the upstream services and CIs that are likely to be affected by an incident or by a proposed change. The workflow reasons about propagation likelihood based on CMDB dependency topology and the nature of the change. The workflow returns a structured list with impact levels and the reasoning. * **[Use ServiceNow Otto to search the CMDB](https://www.servicenow.com/docs/8ey9_ZqpYFZcMv6qUGf5mA)** The Search CMDB agentic workflow enables you to search for CIs by specifying any of several attributes of the CIs of interest. The workflow accepts your natural language request, verifies your search goal, and then, depending on the information you provided, generates a keyword search, a single-table search with dot walks, or a multi-table search that involves relationship navigation. The workflow can infer CI relationship data to generate an appropriate query. * **[Data model navigator](https://www.servicenow.com/docs/f04sM3yIN71Zoz1lui_Zbw)** ServiceNow Otto can answer deep questions about Personal Computing devices, Server infrastructure, IP Address Management, and Core CMDB tables in the CMDB data model. Search results are pulled from the Data Model Navigator tables, which are indexed to increase performance. * **[CMDB MCP Server](https://www.servicenow.com/docs/WmrizOlT6_RcB~uSzlH9WQ)** The CMDB MCP Server exposes CMDB capabilities to external AI clients using the Model Context Protocol (MCP), so those clients can work with your configuration data without direct database access. * **[Recommend service graph connector agentic workflow](https://www.servicenow.com/docs/CS5orFcXYEo0GRRjmAfgwg)** Sometimes you're not sure which integration to use to capture CI data. When you provide ServiceNow Otto with the name of a particular CI class, it can recommend the data sources or Service Graph Connectors and ingestion sources that can best populate CMDB data.