Use agentic AI in Now Assist for ITOM
Summarize
Summary of Use agentic AI in Now Assist for ITOM
Now Assist for IT Operations Management (ITOM) provides agentic AI workflows that autonomously complete ITOM tasks, improving operational efficiency and response times. These workflows leverage AI agents to triage, analyze, and manage alerts, diagnose issues, assess change impacts, and automate routine tasks such as certificate renewal.
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Key Features
- Triage and Analyze Alerts: Automatically updates alert assignments, detects recurring patterns, and filters noise from real alerts using multiple AI agents specialized in alert handling, analysis, history, incident correlation, and verification.
- Agent Client Collector (ACC) Diagnostic Workflow: Uses generative AI to analyze agent errors, enabling focused diagnostic questions on specific errors or codes.
- Analyze Alert Impact: Investigates alerts to provide context for efficient response, leveraging observability agents and alert impact summary capabilities.
- Analyze Potential Impact: Assesses how change requests might affect servers and related services, aiding informed decision-making on changes.
- Certificate Renewal AI Agent: Identifies expiring TLS certificates and automates bulk or individual renewals.
- Alert Grouping Recommendations: Suggests tag-based alert groups to streamline alert management.
- Manage Alerts Autonomously: AI-driven investigation and summarization of alerts, storing insights in a structured format for improved operational visibility.
- Pattern Diagnostic Workflow: Assists Discovery administrators in identifying and remediating missing Configuration Item (CI) attributes by parsing discovery logs automatically.
AI Model Providers and Security
Now Assist supports multiple AI model providers including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Configuration Controls in AI Control Tower allow administrators to select providers and set preferences at the skill level. Security is enforced via Access Control Lists (ACLs) and user identities managed in AI Agent Studio, ensuring controlled execution of AI agents and workflows.
Practical Use for ServiceNow Customers
- Automate routine ITOM tasks to reduce manual workload and accelerate incident response.
- Gain actionable insights through AI-driven alert triage and impact analysis to prioritize and resolve issues effectively.
- Maintain system health proactively by automating certificate renewals and diagnosing agent issues without manual log review.
- Enhance operational decision-making with AI-supported analysis of change impacts and alert groupings.
- Ensure compliance and security by configuring AI agent access controls to match organizational policies.
Next Steps
ServiceNow customers can enable and configure these agentic workflows and AI agents via the Now Assist Admin console and AI Control Tower. Review the installed AI agents and explore additional agents available in the AI Agent Marketplace to extend Now Assist capabilities tailored to your ITOM needs.
Use the IT Operations Management (ITOM) agentic workflows to complete tasks autonomously.
| Agentic workflow name | Description | Available AI agents |
|---|---|---|
| Triage and analyze alerts | Triages alerts by updating assignments, analyzing alerts, detecting recurring patterns, and differentiating between noise and real alerts. |
|
| Agent Client Collector (ACC) Diagnostic Workflow | Displays error analysis created by Now Assist using generative AI. Error analyses enable asking questions on a specific agent's error or error code. | Agent Client Collector (ACC) Diagnostic |
| Analyze alert impact | Investigates an alert and gives you the context that you need to respond efficiently. |
For details about observability agents, see Configure observability agents for Now Assist. |
| Analyze potential impact | Analyzes the potential impact of a change request on relevant servers and suggested services. | Analyze Potential Impact |
| TLS Certificate renewal | View all certificates about to expire and renew then automatically all at once. | |
| Alert grouping recommendations | Provides tag-based group recommendations for selected alerts. | Alert grouping recommendations AI agent |
| Manage alerts autonomously | Investigates alerts, summarizes alert-related reports, and stores structured insights with key findings in the AI Agent Insight table. | Manage alerts AI agent |
AI model providers
You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.
Security
Enable security settings to run AI agents and agentic workflows using Access Control Lists (ACLs) and user identities. You can configure and manage the ACLs in AI Agent Studio. See Implement access control in Now Assist AI agents for more information.
Installed agents
- There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
- To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.
Visit the following links to learn about the Now Assist for ITOM agentic workflows.