Agentic AI in change management

Use the ITSM change management agentic workflows to manage and complete tasks autonomously.

Agentic workflows for the change management application

Important:

To access the change request agentic workflows, make sure that you install the following applications:

1. Now Assist for IT Service Management (ITSM) (sn_itsm_gen_ai) plugin.
2. Change Management application. For more information, see Configuring Change Management.

Note:

• Before you begin, review these Important considerations for using Now Assist for IT Service Management (ITSM) agentic AI.
• For all available ITSM Agentic AI applications, see Use agentic AI in Now Assist for IT Service Management (ITSM).

Agentic workflow name	Description	Available AI agents
Assess conflicts for a change request	Runs conflict detection for change requests and assesses conflicts, identifies affected CIs and impacted services	Change conflict assessor AI agent
Assess quality of a Change Request	Assesses information quality for new change requests by analyzing closed change requests with matching descriptions.	Change quality assessor AI agent
Explain SLA	Provides insight into priority SLAs, task assignment, and frequency of pause and resume events of SLA for an incident, problem, case, or change request.	Explain SLA
Schedule a change	Schedule change requests by identifying the available schedule slots.	Schedule Change Request AI agent
Suggest configuration items for a change request	Recommends configuration items during change creation.	Change CI suggestion AI agent
Create outages for a change request	Associates outages with a change request quickly.	Change outage assistant AI agent
Create standard change request	Creates a standard, normal, or emergency change request in a conversational way.	Standard change template recommender AI agent
Create standard change template proposal	Creates a change template proposal record based on similar change requests.	Standard change template proposal AI agent