Zurich |
- Zurich Patch 10
- Insights and Opportunities for Incident dashboard
- Automatically cluster incidents into trend categories and get AI-generated summaries
of incident patterns, along with insights into SLA performance, sentiment, channel
adoption, and geographic distribution using the Insights and Opportunities for Incident
dashboard in Service Operations Workspace.
- Zurich Patch 9
- Resources
- Identify which knowledge article or catalog item resources support successful deflections and which ones are unable in preventing the transfer to a live agent using the Resources tab in the ITSM
Virtual Agent dashboard to gain visibility into the ITSM
Virtual Agent usage and effectiveness.
- Password reset voice AI agent
- Use the Password reset with voice AI agent to reset your password by receiving instructions from a knowledge article via email, a reset link via SMS, or having the reset URL read out by voice.
- Zurich Patch 8
- Resources
- Identify which knowledge article or catalog item resources support successful deflections and which ones are unable in preventing the transfer to a live agent using the Resources tab in the ITSM
Virtual Agent dashboard to gain visibility into the ITSM
Virtual Agent usage and effectiveness.
- Incident assist
- Answer incident-related questions using context-aware agents. Handle queries about incident details and get information about related records.
- Enhancements to the Incident assist skill
- The features in the [DEPRECATED] Incident assist skill is available in the Incident assist agentic workflow. You may turn off this skill and use the agentic workflow that has enhanced capabilities.
- Configure summaries for Request Management records
- As an admin, you can configure the following Request Management skills:
- Request summarization
- Requested item summarization
- Catalog task summarization
- Summarize Request Management records
- View an aggregate of all relevant updates and progress indicators in a single, dynamic summary.
- Zurich Patch 7
- Creating a catalog item for unlocking accounts using the voice AI agent
- Use the demo Submit account unlock catalog with the voice AI agent to create a catalog item to unlock the specified account when a user calls the help desk.
- Enhancements to Troubleshoot Outlook issue with voice AI agent
- Email relevant troubleshooting articles and instructions to users when you troubleshoot Outlook issues for them.
- ITSM Conversational analytics dashboard
- Get insights into virtual agent adoption, usage trends, and track metrics in Now Assist in Virtual Agent.
- Generate a response to request activity
- Automatically generate a response in record activity streams using the activity response generation skills for requests and requested items.
- Knowledge Article Advanced Editor page
- Use the new Knowledge Article Advanced Editor page to create or edit Knowledge articles using open prompts.
- Diagnose and resolve issues on DEX monitored devices
- Service desk agents can diagnose and resolve Zoom call quality issues using the DEX issue diagnosis and resolution agentic workflow, which integrates Zoom-specific diagnostics that correlate device, network, and application data.
- AI-powered root cause analysis for Zoom call quality issues
- Use Now Assist for Zoom call issues to identify the root cause of call quality degradation and review the supporting metric evidence for deeper insight. The analysis highlights the contributing device and network factors
directly in the Zoom call quality view. Get the real-time guidance, including device ready remedial actions, contextual self-help instructions, and relevant Knowledge articles to help resolve the issue efficiently.
- Get AI driven insights for boot time performance
- Monitor device boot time to identify slow start-up issues and use Now Assist to investigate the root cause and get suggested resolutions, including remedial actions, self-help instructions, and Knowledge articles to resolve boot performance problems quickly.
- Zurich Patch 4
- Adding self-service and deflection to phone channels using Voice AI agents
- Enhance employee productivity with Voice AI agents by adding self-service and deflection to their phone channel.
- Getting password reset instructions using an AI agent
- The DEMO Password reset agent is a demo AI agent that provides requesters with password reset instructions for the account that they need help with.
- Editing the incident summarization skill prompts and inputs using the Now Assist Skill Kit
- You can edit the prompts and inputs for the incident summarization skill within the Now Assist Skill Kit (NASK) and test the updates you've made.
- Expanding attachment summarization capabilities to include additional document formats and language
- You can now summarize, analyze, and extract data from attachments in additional formats and languages.
- Creating a knowledge article in any incident state
- Create knowledge articles from any incident state by configuring a system property for the required states.
- Edit a knowledge article when one article is attached to an incident
- You can edit a knowledge article if your administrator has enabled the system property to display the Edit knowledge button and if you have only one article attached to the incident.
- Enhancing the efficiency of the Investigate and resolve ITSM incidents agentic workflow
- For better efficiency, the ITSM incident resolution investigation AI agent and Find catalog item AI agent have been combined into one agent. This agent is called the ITSM incident resolution plan investigation AI agent.
- Enhancing the efficiency of the Triage and categorize ITSM incidents agentic workflow
- For better efficiency, the Link major incident AI agent and the Link incident to problem AI agent have been combined into one agent. This agent is called the Link major incident or problem AI agent.
- Enhancing the efficiency of the Generate change request plans agentic workflow
- For better efficiency, the existing six agents in the change request plans agentic workflow have been combined into one agent. This agent is called the Change request plans AI agent.
- Display the risk factors sources that contribute to the calculation of a change risk explanation
- When a change risk is calculated, Now Assist for ITSM provides the list of the change requests that were used to identify the potential risks for the change risk explanation so that you can understand which risk factors contributed to the
calculated risk.
- Generating resolution notes using the Now Assist context menu
- As an admin, you can view and configure the Now Assist context menu (NACM) to generate resolution notes using the Resolution notes generation skill.
- Generating an activity response using the Now Assist context menu
- As an admin, you can view and configure the Now Assist context menu (NACM) for an activity response using the Incident activity response generation skill.
- Selecting the desired knowledge base and template for creating knowledge articles using the new interface
- With this new interface, you can select the desired knowledge base and the template to create the article in Service Operations Workspace or Core UI.
- Masking roles for controlled access to agentic workflows, AI agents, and skills
- Mask roles to restrict access to agentic workflows, AI Agents, and skills, ensuring that users receive only the necessary permissions.
- Suggest configuration items for a change request agentic workflow
- Find and link applicable configuration items (CIs) to a change request from the Now Assist panel in a conversational and intuitive way using the Suggest configuration items for a change request agentic workflow.
- Create outages for a change request agentic workflow
- Associate outages with a change request in a conversational and intuitive way from the Now Assist panel using the Create outages for a change request agentic workflow.
- Create standard change request agentic workflow
- Create a standard, normal, or emergency change request in a conversational and intuitive way from the Now Assist panel using the Create standard change request agentic workflow.
- Create standard change template proposal agentic workflow
- Create a change template proposal record based on similar change requests in a conversational and intuitive way from the Now Assist panel using the Create standard change template proposal agentic workflow.
- Diagnose and resolve issues on DEX monitored devices
- Diagnose and resolve issues on DEX monitored devices through a structured process that includes diagnosis of the cause, a resolution plan with actionable steps, and documenting the resolution in the incident
record.
- Generate comprehensive release notes for a release in Digital Product Release
- Automatically generate structured release notes for a release using the Generate Release Notes skill. This AI-driven capability compiles enhancements, features, incidents, and change records into structured notes with an
executive summary and scope of work sections, reducing manual effort and ensuring consistency. You can edit the AI-generated draft as needed, then publish and share via link or PDF download.
- Zurich Patch 1
- Classify service and CI AI agent
- Automatically assign the related service, service offering, and configuration item (CI) to an incident using the Classify service and CI AI agent in the Triage and categorize ITSM incidents agentic workflow.
- Wrap-up and resolve incident agentic workflow
- Generate resolution notes including root cause and resolution steps to resolve an incident, create or attach Knowledge Base (KB) articles, update duplicate incident information to the incident record. Attach Known Error (KE) articles when the resolution code is a known error. The agentic workflow has the following AI Agents:
- Incident resolution details AI agent
- Incident knowledge article AI agent
- Incident known error article AI agent
- Assess conflicts for a change request
- Autonomously identify conflict types and summarize the impacted schedules, CIs and services related to the change request using the Change conflict assessor AI agent.
- Assess quality of a change request
- Assess the quality of a change request and generate suggestions to improve the quality as needed using the Change quality assessor AI agent.
- Explain SLA
- View the detailed breakdown of the assignment and ownership relevant to the SLA for an incident, problem, case, or change request using the Explain SLA AI agent.
- Schedule a change agentic workflow
- Find and schedule the optimum slots for change requests using the Schedule Change Request AI agent.
- Setting the AI user as the Run as user in the Triage and categorize incidents agentic workflow
- Create AI users for the identity type AI agent and assign roles to the AI user based on your needs. Run the agentic workflow as the AI user that determines the data access defined by the role.
- Matching flow action access control roles with the agent roles for the Notify users with Twilio agentic workflow
- When you update the agent role for the Notify users with Twilio agentic workflow, you must also update the corresponding access controls with those roles.
- Matching flow action access control roles with the agent roles for the Manage Microsoft 365 group members agentic workflow
- When you update the agent role for the Manage Microsoft 365 group members agentic workflow, you must also update the corresponding access controls with those roles.
- Using the itil role to add or update work notes in the Now Assist panel
- To add or update work notes in the Now Assist panel, the logged-in user must have the itil role.
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Australia |
- Australia Patch 3
- Insights and Opportunities for Incident dashboard
- Automatically cluster incidents into trend categories and get AI-generated summaries
of incident patterns, along with insights into SLA performance, sentiment, channel
adoption, and geographic distribution using the Insights and Opportunities for Incident
dashboard in Service Operations Workspace.
- Australia Patch 2
- Resources
- Identify which knowledge article or catalog item resources support successful deflections and which ones are unable in preventing the transfer to a live agent using the Resources tab in the ITSM
Virtual Agent dashboard to gain visibility into the ITSM
Virtual Agent usage and effectiveness.
- Password reset voice AI agent
- Use the Password reset with voice AI agent to reset your password by receiving instructions from a knowledge article via email, a reset link via SMS, or having the reset URL read out by voice.
- Australia Patch 1
- ServiceNow product tiers
- The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets and create your own
Depending on your entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
- Resources
- Identify which knowledge article or catalog item resources support successful deflections and which ones are unable in preventing the transfer to a live agent using the Resources tab in the ITSM
Virtual Agent dashboard to gain visibility into the ITSM
Virtual Agent usage and effectiveness.
- Incident assist
- Answer incident-related questions using context-aware agents. Handle queries about incident details and get information about related records.
- Enhancements to the Incident assist skill
- The features in the [DEPRECATED] incident assist skill are available in the incident assist agentic workflow. You may turn off this skill and use the agentic workflow that has enhanced capabilities.
- Creating a catalog item for unlocking accounts using the voice AI agent
- Use the Submit account unlock catalog with the voice AI agent, which is a primer, to create a catalog item to unlock the specified account when a user calls the help desk.
- Enhancements to Troubleshoot Outlook issue with voice AI agent
- Email relevant troubleshooting articles and instructions to users when you troubleshoot Outlook issues for them.
- Knowledge Article Advanced Editor page
- Use the new Knowledge Article Advanced Editor page to create or edit Knowledge articles using open prompts.
- ITSM Conversational analytics dashboard
- Get insights into virtual agent adoption, usage trends, and track metrics in Now Assist in Virtual Agent.
- Getting summary of an incident in the Details tab
- Resolve incidents faster by getting the incident summary in the Details tab of the incident.
- Configure summaries and responses for Request Management records
- As an admin, you can configure the following Request Management skills:
- Request summarization
- Requested item summarization
- Catalog task summarization
- Request activity response generation
- Requested item activity response generation
- Catalog task activity response generation
- Summarize Request Management records
- View an aggregate of all relevant updates and progress indicators in a single, dynamic summary.
- Generate a response to request activity
- Generate a response in record activity streams of requests, requested items, and catalog tasks.
- Diagnose and resolve issues on DEX monitored devices
- Service desk agents can diagnose and resolve Zoom call quality issues using the Digital End-User Experience (DEX) issue diagnosis and resolution agentic workflow, which integrates Zoom- specific diagnostics that correlate device, network, and application data.
- AI-powered root cause analysis for Zoom call quality issues
- Use Now Assist for Zoom call issues to identify the root cause of call quality degradation and review the supporting metric evidence for deeper insight. The analysis highlights the contributing device and network factors
directly in the Zoom call quality view. Get the real-time guidance, including device ready remedial actions, contextual self-help instructions, and relevant Knowledge articles to help resolve the issue efficiently.
- Get AI driven insights for boot time performance
- Monitor device boot time to identify slow start-up issues and use Now Assist to investigate the root cause and get suggested resolutions, including remedial actions, self-help instructions, and Knowledge articles to resolve boot performance problems quickly.
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