Analyze alert impact agentic workflow

  • Release version: Zurich
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Analyze alert impact agentic workflow

    The Analyze alert impact agentic workflow helps ServiceNow customers investigate alerts efficiently by providing critical context such as severity, impact, root causes, and ownership. It leverages AI agents to interact with observability tools like Dynatrace, Kentik, and New Relic, surfacing actionable insights to support timely and informed responses to alerts.

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    Key Features

    • AI-Driven Insights: Uses multiple AI agents to gather alert details, summarize impact, and retrieve data from observability vendors integrated with ServiceNow Otto.
    • Root Cause Identification: Highlights potential causes such as recent deployments to help pinpoint issues quickly.
    • Ownership Identification: Surfaces relevant services and responsible teams for accountability and communication.
    • Integration with ServiceNow Otto: Accessible via AI Agent Studio and the ServiceNow Otto panel, allowing users to test, visualize, and interact with alert analyses.
    • Configurable Workflow: Customers can duplicate and modify the workflow and AI agents as needed, ensuring instructions and settings remain aligned.

    Using the Workflow

    To use the workflow, navigate to AI Agent Studio under Create and Manage and select Analyze alert impact. Key requirements, security controls, and triggers can be reviewed and updated before enabling the ServiceNow Otto panel display. Testing involves posing questions about specific alerts, with responses visualized along with AI agent involvement and decision logs. Notifications inform users when analysis results are ready for further action.

    AI Agents Involved

    • Alert impact summary AI agent: Retrieves summary information about the alert's impact.
    • Alert information retrieval AI agent: Gathers detailed observability data related to the alert.
    • Observability agents: Connect to vendor platforms to fetch relevant alert data (configuration required).

    Practical Benefits

    This workflow enables ServiceNow customers to streamline alert management by quickly understanding the context and implications of alerts. It facilitates faster root cause analysis, clearer ownership assignment, and better stakeholder communication, ultimately helping improve operational responsiveness and reduce downtime.

    Use the analyze alert impact agentic workflow to investigate an alert and get the context that you need to respond efficiently.

    Analyze alert impact agentic workflow overview

    The analyze alert impact agentic workflow uses AI agents to interact with observability tools, such as Dynatrace, Kentik, and New Relic. The agents surface information to help you do the following:

    • Understand the severity and impact of alerts.
    • Find potential root causes using insights, such as recent deployments.
    • Identify ownership by surfacing relevant services and responsible teams.
    • Support stakeholder communication with clear, actionable information.

    Use the information on this page to learn about the agents related to the analyze alert impact agentic workflow. To modify the analyze alert impact agentic workflow, duplicate it and adjust the settings.

    Important:
    When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.

    Analyze alert impact agentic workflow

    Investigate an alert and get insights into its severity, impact, ownership, and root causes.

    To access the agentic workflow in AI Agent Studio:

    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Analyze alert impact.

    The Analyze alert impact page lets you manage the agentic workflow, including defining key requirements, defining security controls, and adding triggers.

    Important:
    This agentic workflow is turned on by default. For more information, see AI agents, skills, and agentic workflows on by default.

    AI agents used in the analyze alert impact agentic workflow

    The analyze alert impact agentic workflow uses observability AI agents to gather information from alerts and request insights. The observability AI agents require additional configuration. For configuration procedures and detailed information about the data returned by these agents, see Configure observability agents for ServiceNow Otto.

    Table 1. AI agents and their roles
    AI agent AI agent role
    Alert impact summary AI agent Retrieves the alert impact summary for a specific alert.
    Alert information retrieval AI agent Gathers key observability details for a specific alert.
    Observability agents Retrieves data from the observability vendor associated with the alert. For details, see Configure observability agents for ServiceNow Otto

    Generating the alert analysis

    In the agentic workflow record:

    1. Review the information in the Define key requirements, Define security controls, and Add triggers screens, make the necessary updates, and then select Continue.
    2. In the Select channels and status screen:
      1. Turn on the ServiceNow Otto panel display.
      2. Select Save and test.
    3. Test the agentic workflow by asking a question, for example, What is the impact of Alert0010056NR?
    4. Select Continue to Test Chat Response.

      The page shows the chat responses, visualizes the AI agents involved, and lists the AI agent decision logs.

    In AI Agent Studio, you get notified when the analysis is generated. You can then act on the information or ask more questions about the alert. For more information about using the agentic workflow in the ServiceNow Otto panel, see Analyze alert impact in the ServiceNow Otto panel.