Jumpstart Your AI Agents for ITSM

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Jumpstart Your AI Agents for ITSM

    Jumpstart Your AI Agents for ITSM is an Accelerator designed to demonstrate the capabilities of AI Agents within IT Service Management (ITSM) using Generative AI (GenAI). It showcases how AI Agents automate repetitive tasks such as generating resolution notes and summarizing cases or chat conversations to improve efficiency. This allows human agents to concentrate on higher-value activities. The Accelerator is available to customers on Impact Guided, Guided+, Advanced, and Total packages and provides essential resources and best practices to help customers begin leveraging AI Agents for ITSM.

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    Key Features

    • Temporary Instance Provisioning: A temporary ServiceNow instance is set up with necessary plug-ins and AI Agent use cases activated for hands-on experience.
    • Customer Coaching Sessions:
      • Session 1 (up to 90 minutes): Provides an overview, applied and technical demonstrations of AI Agents for ITSM, plus key resources and best practices.
      • Optional Session 2 (up to 60 minutes): Offers a Q&A opportunity to address customer-specific questions.
    • Resource Requirements: Customers must provide specific roles such as the Platform Owner and System Administrator, with recommendations to include Service Desk Managers and Trusted Service Partners for optimal engagement and ongoing support.

    Customer Responsibilities and Access

    • Platform Owner: Accountable for the overall platform strategy and governance.
    • System Administrator: Manages platform stability, maintenance, and configuration tasks.
    • Service Desk Manager and Trusted Service Partners (Recommended): Support knowledge transfer and adoption of best practices.
    • Access: Customers receive 30 days access to the temporary instance to explore AI capabilities.

    Important Considerations

    • Some features or activities may be unavailable in restricted environments, self-hosted setups, or managed service provider instances with domain separation.
    • ServiceNow does not implement recommendations on customer production or non-production instances.
    • Detailed information and requirements are available in the Impact Accelerator Description documentation.

    This Accelerator provides a demonstration of the possibilities and capabilities of AI Agents for ITSM.

    Accelerator overview

    Jumpstart Your AI Agents for ITSM provides  Impact customers with an overview and applied demonstration of AI Agents for ITSM. By harnessing the power of GenAI, this Accelerator highlights how AI agents revolutionize the ITSM process by using advanced reasoning to complete key tasks. AI agents handle repetitive tasks such as generating detailed resolution notes, summarizing cases and chat conversations, and more, freeing up human agents to focus on higher-value work. This offering provides key resources and leading practices to get started with AI Agents for ITSM.

    Package Availability

    Note:
    This Accelerator is available for Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.

    What you get

    Session preparation
    The Technical Accelerator Consultant:
    • Provisions a temporary instance
    • Activates related plug-ins
    • Activates AI Agent use cases
    Customer coaching session #1 (up to 90 minutes)
    Includes the following:
    • Overview of AI Agents for ITSM features
    • Applied demonstration of AI Agents for ITSM
    • Technical demonstration on how to enable the demonstrated capabilities
    • Key resources and guides on leading practices
    • 30 days access to the temporary instance
    Customer coaching session #2 (optional on customer request, up to 60 minutes)
    Opportunity for Q&A related to AI Agents for ITSM.

    Requested customer resources

    One or more customer resource are requested. The specific number of resources provided is Accelerator and customer specific.

    Table 1. Customer resource and responsibilities
    Customer resource Responsibilities
    Platform Owner (Required) Responsible for the overall accountability of the ServiceNow platform. Leads the System Administrators, ensures team alignment with the ServiceNow business strategy and roadmap, and contributes to platform governance.
    System Administrator (Required) Maintains the stability and usability of the ServiceNow by performing application maintenance, managing support for cases related to ServiceNow applications, contributing to ServiceNow software releases by delivering configuration tasks and features.
    Service Desk Manager (Recommended) Subject matter expert responsible for managing Service Desk.
    Trusted Service Partners (Recommended) Attends ServiceNow Impact Accelerator coaching sessions to understand leading practices and potentially support customer going forward.

    Requested information/access

    Please refer to the applicable Impact Accelerator Description available at https://www.servicenow.com/upgrade-schedules.html

    Exclusions

    This Impact Accelerator in its entirety or portions of the Impact Accelerator activities may not be available to customers in certain restricted environments, to self-hosted customers, or to managed service providers with domain separated instances.

    Exclusions

    ServiceNow is not responsible for implementing recommendations on Customer’s non-production or production instances.