--- sourceDocument: Australia IT Operations Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Operations Management ft:clusterId : - itom bundleId : - itom workflow : - Technology --- # AI in ITOM AIOps # AI in ITOM AIOps {#ariaid-title1} Release version: Australia Updated July 2, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 AI in ITOM AIOps AI in ITOM AIOps enhances IT operations by leveraging generative AI and agentic workflows to help operators efficiently triage alerts, investigate incidents, analyze service health, and improve service reliability. These AI features are integrated across various ITOM products and provide automation, analysis, and actionable insights to streamline operational tasks and decision-making. Show full answer Show less ## Agentic Workflows Agentic workflows in ServiceNow Otto for ITOM use AI agents to autonomously or semi-autonomously manage alert-related tasks such as impact analysis, triage, and root cause investigation. Key workflows include: * **Analyze alert impact:** Investigates alert severity, impact, ownership, and root causes by integrating with observability tools like Dynatrace, Kentik, and New Relic---enabling operators to understand the blast radius and responsible teams before escalation. * **Manage alerts autonomously:** Automates triage, impact analysis, and root cause investigation of alerts, classifies alerts as proactive or reactive, and summarizes findings directly within the alert record---supporting hands-off alert management. * **Analyze potential impact:** Assesses how change requests may affect servers and services by verifying prerequisites and mapping affected configuration items (CIs), aiding change managers in evaluating risk without manual review. ## AI Agents Standalone AI agents operate on scheduled intervals or triggers without user input, such as the Service Reliability Management SLO creator agent that automatically generates service level objectives (SLOs) based on historical incident and alert data. This automates SLO adoption and monitoring to improve service reliability. ## Generative AI Skills Generative AI skills are on-demand capabilities that provide detailed analyses, summaries, or descriptions to assist operators in understanding alerts, alert groups, incidents, and service health. Notable skills include: * **Alert analysis:** Produces human-readable summaries and technical details for individual alerts to guide investigation. * **Alert group analysis and description generation:** Offers simplified or comprehensive descriptions of alert groups to clarify their significance. * **Past incident analysis:** Retrieves and summarizes related historical incidents, including resolution strategies and team contacts, to accelerate problem resolution. * **AI-generated incident creation:** Creates incidents from alerts with AI-generated descriptions, reducing manual effort. * **Service Observability dashboard analysis:** Provides quick summaries and insights from dashboard charts to detect anomalies and orient operators. * **Service health analysis:** Evaluates overall service health across dashboards during incident triage to identify impact and root causes efficiently. ## Practical Benefits for ServiceNow Customers * Automate routine alert management and impact analysis tasks, reducing manual workload and speeding up response times. * Improve incident investigation with AI-generated insights, historical context, and comprehensive service health views. * Enhance change management by assessing risks automatically through impact analysis of change requests. * Adopt and monitor SLOs with minimal manual setup for better service reliability tracking. * Access AI capabilities according to your ServiceNow licensing tier, ensuring you utilize the right features for your operational needs. AI features in ITOM AIOps help operators triage alerts, investigate incidents, analyze service health, and improve service reliability using generative AI and agentic workflows. AI features in ITOM AIOps span several products. The following tables summarize all available AI features by type and product.{#explore-ai-in-itom-aiops__explore-ai-in-itom-aiops-para-1} Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## Agentic workflows {#explore-ai-in-itom-aiops__section-agentic-workflows} ServiceNow Otto for ITOM includes agentic workflows that use AI agents to complete alert management and investigation tasks autonomously or with minimal operator input.{#explore-ai-in-itom-aiops__explore-ai-in-itom-aiops-aw-para-1} {#explore-ai-in-itom-aiops__table_explore-agentic-workflows__entry__5} | Product | AI feature | Description | Use case | Resources | |-|-|-|-|-| | Event Management, Express List | Analyze alert impact agentic workflow | Uses observability AI agents to investigate an alert and surface information about its severity, impact, ownership, and potential root causes. Integrates with observability tools such as Dynatrace, Kentik, and New Relic. | An operator selects an alert from an observability-connected source and wants to understand its blast radius, identify responsible teams, and find potential root causes before escalating. | * [Analyze alert impact agentic workflow](https://www.servicenow.com/docs/52wLj6WmDNfWtdSt0anG3Q "Use the analyze alert impact agentic workflow to investigate an alert and get the context that you need to respond efficiently.") * [Analyze alert impact in the ServiceNow Otto panel](https://www.servicenow.com/docs/9sWFxRUeZwM~GX3sozz7mg "Learn how to use the analyze alert impact agentic workflow in the ServiceNow Otto panel. The agentic workflow helps you investigate an alert and get the context that you need to respond efficiently.") | | Event Management, Express List | Manage alerts autonomously agentic workflow | Provides a unified AI-driven process that automates alert triage, impact analysis, and root cause investigation. Generates reports, summarizes key insights and possible next steps, and stores structured findings in the alert record. Also analyzes Health Log Analytics alerts in an alert group and can classify alerts as proactive or reactive. | An operations team wants alerts to be triaged, analyzed, and summarized automatically as they arrive, with AI insights available in Express List without manual intervention. | * [Manage alerts autonomously agentic workflow](https://www.servicenow.com/docs/~R88krVO_GFAmxwRXFsfYA "Enhance IT operations with AI-driven, autonomous alert management using the manage alerts autonomously agentic workflow.") * [Configure the manage alerts autonomously agentic workflow](https://www.servicenow.com/docs/rAdBIHRb3keSFwRy1DbGsQ "Configure an alert management rule to operate the manage alerts autonomously agentic workflow manually or automatically.") * [Review AI-generated alert insights in Express List](https://www.servicenow.com/docs/3Hcw9U1xJa0jLBXodsOANw "Access alert information in Express List that is consolidated autonomously by AI skills and agents. Use the AI insights badge, column, and filter to monitor alert statuses and review of AI-generated insights.") | | Event Management, Express List | Analyze potential impact agentic workflow | Analyzes how a change request might affect relevant servers and services. The agent verifies prerequisites, retrieves the change request, selects up to 10 affected servers, identifies matches with suggested services, and displays an impact analysis in the ServiceNow Otto panel. The analysis is also saved to the change request work notes. Includes Service Mapping Candidate and Service Mapping Candidates Impact skills. | An operator or change manager wants to assess the risk of a change request before approving it, without manually reviewing all affected CIs. | * [Analyze potential impact agentic workflow](https://www.servicenow.com/docs/wvd9PN8LflMhZxNzdYWUJg "The Analyze potential impact agentic workflow analyzes how a change request might impact servers and services. This analysis helps you make informed decisions about the next steps regarding the change request.") * [Assess a change request with the Analyze potential impact workflow](https://www.servicenow.com/docs/VOJuWh1z5DkFIvmlPf1vdg "Use the Analyze potential impact agentic workflow to assess the effects of a change request. This workflow highlights the potential impacted servers and suggested services to help you identify risks, benefits, and make any necessary adjustments.") | [Table 1. Agentic workflows in ITOM AIOps] {#explore-ai-in-itom-aiops__table_explore-agentic-workflows} ## AI agents {#explore-ai-in-itom-aiops__section-ai-agents} Standalone AI agents in ITOM AIOps run autonomously on a schedule or in response to a trigger, without requiring user input.{#explore-ai-in-itom-aiops__explore-ai-in-itom-aiops-ag-para-1} {#explore-ai-in-itom-aiops__table_explore-ai-agents__entry__5} | Product | AI feature | Description | Use case | Resources | |-|-|-|-|-| | Service Reliability Management | SLO creator agent | Runs every 14 days and processes up to 25 services or CIs that do not already have auto-generated SLOs. Analyzes historical alerts, incidents, and outages to generate one SLO per service or CI with up to 10 service level indicators (SLIs). Generated SLOs are active by default. Email notifications are sent to team managers when SLOs are generated and when the error budget falls to 25% or lower. Requires ServiceNow Otto for ITOM and Service Reliability Management. | A team wants to adopt SLOs without manually defining them, using historical incident and alert data to generate a starting point for each service. | [Generating service level objectives](https://www.servicenow.com/docs/8m6Kp~uJc3IfV6za6OV1AA "Use the service level objective (SLO) creator agent to auto-generate SLOs for services and configuration items (CIs). The agent can help teams adopt SLOs faster and monitor service performance.") | [Table 2. AI agents in ITOM AIOps] {#explore-ai-in-itom-aiops__table_explore-ai-agents} ## Generative AI skills {#explore-ai-in-itom-aiops__section-generative-ai-skills} Generative AI skills in ITOM AIOps are discrete, on-demand capabilities that operators invoke to generate analyses, summaries, or descriptions for a specific alert, group, or service.{#explore-ai-in-itom-aiops__explore-ai-in-itom-aiops-sk-para-1} {#explore-ai-in-itom-aiops__table_explore-generative-ai-skills__entry__5} | Product | AI feature | Description | Use case | Resources | |-|-|-|-|-| | Event Management, Express List | Alert analysis skill | Generates a human-readable brief of an alert and additional technical information to support investigation. Available in the ServiceNow Otto panel, on the alert Overview tab in Service Operations Workspace, and in the Express List preview panel. Analyses are provided in English regardless of the language used in the alert description. | An operator opens an alert and wants a quick summary of what it means and what to investigate next. | * [View an alert analysis by ServiceNow Otto in Service Operations Workspace](https://www.servicenow.com/docs/CvLgecZnt0iVnXVVh70Yfg "View an alert analysis by ServiceNow Otto for an alert on the alert's Overview tab in the Service Operations Workspace. Alert analyses include a human-readable brief of the alert and technical information to help you investigate the alert more effectively.") * [View an alert analysis by ServiceNow Otto in Express List](https://www.servicenow.com/docs/CAo8TtU1WlP1cQoveDgmxg "View an alert analysis created using generative AI. Alert analyses include a human-readable brief of the alert and technical information to help you investigate the alert more effectively.") | | Express List | Alert group analysis skill | Generates a simplified, human-readable description of an alert group and technical information to support investigation. Available in the Express List preview panel. | An operator selects an alert group and wants to understand its overall significance before deciding how to respond. | [View an alert group analysis by ServiceNow Otto in Express List](https://www.servicenow.com/docs/CSgxyI8fz40BmrKFWCiiPg "View an alert group analysis created using generative AI. The analysis offers a simplified, human-readable description of the alert group and technical information to help you investigate it more efficiently.") | | Express List | Alert group description generation skill | Generates a comprehensive description of an alert group that encompasses all alerts within the group. The generated description replaces the original alert group description. | An operator wants to replace a system-generated alert group description with a meaningful, AI-generated summary that reflects the full scope of the group. | [Generate an alert group description in Express List using ServiceNow Otto](https://www.servicenow.com/docs/Aj70iXkh7OjampyYvoJ2Pg "Use AI to generate a meaningful description of an alert group in Express List that encompasses all the alerts within the group. The generated description replaces the original description of the group.") | | Event Management, Express List | Past incident analysis skill | Queries historical records to find related past incidents and analyzes their frequency, criticality, work notes, and resolution. Presents a summary of the most relevant incidents in the ServiceNow Otto panel, including resolution strategies and contact details for teams who resolved similar incidents. | An operator is investigating an alert and wants to know whether similar issues have occurred before and how they were resolved. | * [Accelerate alert resolution with past incident analysis](https://www.servicenow.com/docs/n8uV34Zz97ikRudseeiScQ "Use AI to investigate relevant past incidents and present effective strategies used to resolve them.") * [Generate a ServiceNow Otto summary of past related incidents](https://www.servicenow.com/docs/3GkBqRVF9Y5BVDiulop5dQ "View an AI summary of past incidents related to the current alert, including strategies used to resolve them.") | | Express List | AI-generated incident creation skill | Creates an incident with a human-readable, AI-generated description directly from an alert in Express List. | An operator determines that an alert requires an incident and wants the incident description generated automatically rather than written manually. | [Create an incident from an alert with ServiceNow Otto in Express List](https://www.servicenow.com/docs/zVey~W~hocXASKzn5MSNsQ "Create an incident with a human-readable, AI-generated description from the Express List pane by using AI.") | | Service Observability | Analyze dashboard skill | Summarizes a single Service Observability dashboard using generative AI, including calling out insights found in the charts. The skill analyzes data within the selected time period and reports any insights it finds. Results remain available for one hour. Requires manual activation. | An operator wants a quick orientation to an unfamiliar dashboard or needs to identify anomalies in chart data without manually reviewing each chart. | * [Activate the analyze Service Observability dashboard skill](https://www.servicenow.com/docs/0776Hq~tMVvvzn4UxkaiWQ "The analyze Service Observability dashboard skill uses generative AI to provide an analysis of a Service Observability dashboard. You need to activate this skill before using it.") * [Analyze a dashboard in Service Observability](https://www.servicenow.com/docs/vLjrmGdl6I0JVZ8zocHCQg "Use the analyze Service Observability dashboard skill to view an analysis of a single Service Observability dashboard.") | | Service Observability | Analyze service health skill | Analyzes all available Service Observability dashboards for a selected service. Detects insights, reports on general service health, and helps operators assess service impact, identify root causes, and streamline incident response. When activated, the skill also runs automatically during incident investigation from the Investigate tab. Requires manual activation. | An operator is triaging an incident and needs to quickly assess service impact, identify root causes, and determine next steps across all dashboards for the affected service. | * [Activate the analyze service health skill](https://www.servicenow.com/docs/xEY5PF_lzBUbpxNZSr2yfA "The analyze service health skill uses generative AI to provide an analysis of all Service Observability dashboards for the selected service. You need to activate this skill before using it.") * [Analyze service health in Service Observability](https://www.servicenow.com/docs/ktsWaPXoSsnnn3caWf~W6Q "Use the Analyze Service Health skill to view an analysis of all Service Observability dashboards for the selected service.") | [Table 3. Generative AI skills in ITOM AIOps] {#explore-ai-in-itom-aiops__table_explore-generative-ai-skills}