AI agents and agentic workflows in Simplified IT Service Management

  • Release version: Australia
  • Updated March 31, 2026
  • 4 minutes to read
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    Summary of AI agents and agentic workflows in Simplified IT Service Management

    Simplified IT Service Management (Simplified ITSM) leverages conversational AI agents and agentic workflows to streamline ITSM processes for administrators, employees, and fulfillers. These AI-driven tools enable configuration and management through natural language interactions, improving efficiency and user experience across ITSM workflows.

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    AI Agents for Administrators

    Administrators can use AI agents via a unified admin UI to configure ITSM workflows with guided, validated inputs and previews. Key AI agents include:

    • AI Search Configuration Agent: Sets up AI Search for internal ServiceNow tables by defining search sources, profiles, and mappings.
    • AI Search XCC Agent: Configures external content connectors (e.g., Zoom, Apple Support) with authentication and crawl scheduling.
    • Group and Roles Assignment Agent: Manages user access through group creation, user management, and role assignments.
    • IA Operational Data Workflow Agent: Streamlines import of operational data like users, groups, and departments.
    • SSO Configuration Agent: Guides setup of Single Sign-On with providers like Microsoft Azure and Okta, supporting SAML and OIDC.
    • Implementation Plan Manager Agent: Configures surveys and fulfiller forms/views for improved employee and fulfiller experiences.
    • Incident Routing Configuration Agent: Creates and manages assignment rules for incident routing with AI-powered recommendations.
    • Incident Category Configuration AI Agent: Supports bulk import, editing, and preview of incident categories/subcategories with industry recommendations.
    • Notification Agent: Creates and edits email notification records.
    • SLA Management AI Agent: Configures Service Level Agreements for incidents.

    AI Agents for Employees

    Employees can interact with AI agents using natural language to manage ITSM requests efficiently:

    • Create Incident AI Agent: Assists in diagnosing issues, providing self-service options, and creating incidents or requests if needed.
    • Approval Assistance Agent: Retrieves and filters pending approvals, provides approval criteria checklists based on knowledge articles and user assets, and supports approval or rejection actions.
    • Request Status Agent: Provides status and history for the user’s tickets, allows commenting and attachments, and supports follow-up actions on existing requests.

    Agentic Workflows for Fulfillers

    Fulfillers benefit from AI-powered workflows that enhance incident handling through natural language interactions:

    • Investigate and Resolve ITSM Incidents: Offers resolution recommendations by analyzing related catalog items, knowledge articles, and past incidents.
    • Triage and Categorize ITSM Incidents: Automatically assigns incident categories, services, service offerings, and configuration items, while linking incidents to major incidents or known problems.

    Use conversational AI-native experience for administrators, employees, and fulfillers using Simplified IT Service Management (Simplified ITSM). AI agents and agentic workflows provide a step-by-step approach to configure ITSM workflows with validated inputs and preview.

    AI agents for ITSM workflow configurations

    These AI agents help administrators configure ITSM workflows seamlessly from a single admin UI page using natural language.

    For information about admin configurations applicable for Simplified ITSM, see Platform module configuration in Setup Hub.

    For information about employee configurations in Simplified ITSM, see Configuring the employee experience in Simplified IT Service Management.

    For information about fulfiller configurations in Simplified ITSM, see Configuring the fulfiller experience in Simplified IT Service Management.

    Table 1. AI agents for configurations
    AI Agent Description
    Admin configurations
    AI Search Configuration Agent Configures AI Search for ServiceNow internal tables by defining internal search sources, search profiles, and table mappings through conversation.
    AI Search XCC Agent Configures external content connectors for AI Search for public websites (for example, Zoom, Apple Support, and Okta) and SharePoint repositories.

    The agent guides with connector discovery that aligns with user requirements, authentication, content scope, crawl scheduling, search profile mapping, and error recovery.
    Group and roles assignment agent Provides user access through group-based associations. Creates a user group, manages users in a group, assigns roles to a group, and adds users to a role.
    IA Operational Data Workflow Agent Enables a streamlined data import process for operational data, that is, user groups, locations, users, and departments by creating data sources, import sets, and transform maps.
    SSO Configuration Agent Configures Single Sign-On (SSO) authentication for SSO providers such as Microsoft Azure and Okta using SAML and OpenID Connect (OIDC) protocols for ServiceNow instances.

    It collects and validates identity provider details, creates authentication configurations, and guides a user through review, testing, and activation to ensure an accurate SSO setup experience.
    Employee configurations
    Implementation Plan Manager Agent Configures surveys to create, send, and collect responses that improve the user experience.
    Fulfiller configurations
    Implementation Plan Manager Agent Configures the following fulfiller forms and views:
    • Incident list
    • Catalog task list
    • Requested item list
    • Incident form layout
    • Catalog task form layout
    • Requested item form layout
    Incident routing configuration agent Manages assignment rules that determine how an incident is routed to appropriate teams.
    The following capabilities are available:
    • Helps create, modify, and deactivate assignment rules for incident routing
    • Helps activate business rules and assignment rules in the base system
    • Generates AI-powered recommendations for rules
    Incident Category Configuration AI Agent Configures incident categories and subcategories.

    It recommends industry-specific categories, supports bulk import via an Excel or CSV file, and provides a preview of changes before committing. It also supports editing categories in the base system.

    Note:
    You can download the template for bulk import, add the required details, and import it.
    Notification Agent Creates and edits email notification records.
    SLA Management AI Agent Configures Service Level Agreement (SLA) definitions of the SLA type for an incident.

    AI agents for employee usage

    These AI agents help employees with their ITSM needs using natural language.

    Table 2. AI agents for employees
    AI agent Description
    Create Incident AI Agent Manages the life cycle of an IT support issue, from the initial diagnosis to the final resolution or an incident creation. It helps an employee resolve the issue with self-service solutions, reach out to a live agent, or create an incident or requested item if further assistance is required.
    Approval Assistance Agent Manages approval requests relevant to the logged-in user. It has the following capabilities:
    • Retrieves and filters pending approvals relevant to the user
    • Provides information about each approval
    • Generates a checklist of conditions required to approve or reject a request. This information is based on relevant knowledge base articles and the requester's user’s details and assets.
    • Supports approving or rejecting approval records
    Request Status Agent Manages the logged-in user's ServiceNow tickets (incident, task, or request) created by the logged-in user. It has the following capabilities:
    • Retrieves a filtered list of open or closed tickets
    • Provides the latest status and activity
    • Answers questions based on the ticket's comment history
    • Supports adding comments, uploading attachments, and running follow-up actions on tickets
    Note:
    It does not create a request, but works on existing requests only.

    Agentic workflows for fulfiller usage

    These AI agents help fulfillers with their ITSM tasks using natural language.

    Table 3. AI agents for fulfillers
    Agentic workflow Description
    Investigate and resolve ITSM incidents Provides recommendations to resolve an incident based on the incident number. Checks for related catalog items, Knowledge articles, and similar resolved incidents to generate resolution steps for the incident. For information about this agentic workflow, see IT Service Management AI agent collection Investigate and resolve ITSM incidents agentic workflow.
    Triage and categorize ITSM incidents Assigns incident categories and subcategories based on its short description. After categorizing the incident, assigns the service, service offering, and configuration item (CI) related to the incident. It also automatically links incidents to major incidents or known problems. For information about this agentic workflow, see IT Service Management AI agent collection Triage and categorize ITSM incidents agentic workflow.