---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Virtual machine pre-built topics for ITSM Virtual Agent

# Virtual machine pre-built topics for ITSM Virtual Agent {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Virtual Machine Pre-Built Topics for ITSM Virtual Agent

ITSM Virtual Agent facilitates the management of virtual machines (VMs) through conversation flows, enabling users to perform actions such as starting, stopping, terminating, describing, and provisioning VMs.
This functionality is categorized into two types based on the provider: AWS and Azure.
Show full answer Show less  

## Key Features

* **Cloud Access Interface (CAI) Topics:** Users can execute various VM actions with the CAI, requiring the snmanagevmva.caivmuser role. Actions include starting, stopping, terminating, and describing VMs.
* **Script Variables:** Administrators can configure the maxrecords and carouselentriesthreshold to control the number of records fetched and displayed from Azure.
* **Cloud Provisioning and Governance Plugin:** Required for managing and provisioning VMs, including requesting new VMs via the Cloud User Portal.
* **Error Handling:** If an error occurs during AWS operations, Virtual Agent prompts users to create an incident for resolution.
* **Pre-built Conversation Flows:** Users can request VM actions through simple conversation flows that guide them through available options or direct them to the Cloud User Portal for further actions.

## Key Outcomes

By utilizing ITSM Virtual Agent for VM management, customers can efficiently handle their virtual infrastructure through a user-friendly interface. Users can expect streamlined processes for VM operations, timely notifications regarding the status of their requests, and clear guidance on error handling, enhancing their operational efficiency and reducing downtime.  
ITSM Virtual Agent helps you manage a virtual machine (VM) using
conversation flows. With this conversation flow, you can start, stop, terminate, describe, and
provision a virtual machine.
There are two categories of virtual machine management topics:

Topics that support AWS and Azure providers
:   Topics that are labeled CAI use the Cloud Access Interface to
    take action on virtual machines provisioned on AWS and Azure. The user must have the
    sn_managevm_va.cai_vm_user role to perform these actions. The Virtual Agent admin can
    set the script variable max_records (default value=100) to denote
    the number of records to be fetched from Azure in a single REST API call. The script
    variable carousel_entries_threshold denotes the number of records
    the carousel input shows. If the number of records are greater than the specified
    value, a reference choice list is shown to the user.  
    Cloud Provisioning and Governance is not required to describe, start, stop, and terminate a VM for AWS and Azure. You can perform the following actions with the Cloud Access Interface (CAI) topics for Virtual Agent:

    * Start a Virtual Machine CAI
    * Stop a Virtual Machine CAI
    * Terminate a Virtual Machine CAI
    * Describe a Virtual Machine CAI
    {#manage-virtual-machine__ul_ym2_bln_4qb}

Topics that use the [Cloud Provisioning and
Governance plugin](https://www.servicenow.com/docs/access?context=request-plugin-cloud-mgt&version=australia&pubname=australia-it-operations-management&ft:locale=en-US)
(com.snc.cloud.mgmt)
:   The following topics integrate with Cloud Provisioning and Governance
    (required):

    * Manage Virtual Machine
    * Provision Virtual Machine
    {#manage-virtual-machine__ul_nst_zvc_wvb}

## Describe Virtual Machine CAI {#manage-virtual-machine__section_ncg_3q3_4qb}

Users can see details of any assigned VM instance associated with the credential set up by
the system administrator.​ If AWS encounters an error, Virtual Agent asks the
user to create an incident for further investigation.

Returned details include Provider, Region, and Instance ID. The user can specify which VM
to describe, or Virtual Agent can provide a list of available VM instances
and the user can select the desired VM to describe.

Requirement: User must have the sn_managevm_va.cai_vm_user role to perform these
actions.  
This topic uses the following [topic
blocks](https://www.servicenow.com/docs/BrihkxFd_gPcAjwDFHTx_w "Reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search."):

* Virtual Machine Operation AWS
* Virtual Machine Operation Azure
{#manage-virtual-machine__ul_t5v_v1d_wvb}

## Manage Virtual Machine {#manage-virtual-machine__section_phv_chx_tvb}

This topic calls the appropriate topic block (describe, start, stop, and terminate) to
complete an end-to-end fulfillment of the request.

This topic calls the appropriate topic block (describe, start, stop, and terminate) to
complete an end-to-end fulfillment of the request. This pre-built topic is read-only.
Duplicate the topic in the Virtual Machine Management for Virtual Agent scope
and activate it to use the conversation flow.

Requirement: [Cloud Provisioning and Governance
plugin](https://www.servicenow.com/docs/access?context=request-plugin-cloud-mgt&version=australia&pubname=australia-it-operations-management&ft:locale=en-US)
(com.snc.cloud.mgmt)  
This topic uses the following [topic
blocks](https://www.servicenow.com/docs/BrihkxFd_gPcAjwDFHTx_w "Reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search."):

* Describe Virtual Machine
* Start Virtual Machine
* Stop Virtual Machine
* Terminate Virtual Machine
{#manage-virtual-machine__ul_vn4_2yc_wvb}

## Provision Virtual Machine {#manage-virtual-machine__section_qqk_sp1_4qb}

Users can request a new VM in a Virtual Agent conversation. Virtual Agent sends a link to the Cloud User Portal to submit the catalog
item.

Requirement: [Cloud Provisioning and Governance
plugin](https://www.servicenow.com/docs/access?context=request-plugin-cloud-mgt&version=australia&pubname=australia-it-operations-management&ft:locale=en-US)
(com.snc.cloud.mgmt)  
Basic flow:

1. User requests a virtual machine.
2. Virtual Agent does one of the following:
   * Provides a link to the [Cloud User Portal](https://www.servicenow.com/docs/access?context=cloudmgt-cloud-user-portal&version=australia&pubname=australia-it-operations-management&ft:locale=en-US), along with instructions for requesting a VM from the catalog.
   * Displays items in the VM catalog that are assigned to the user.If the user
     can't find the desired catalog item, the user can either go directly to the Cloud
     User Portal or end the conversation.

   {#manage-virtual-machine__ul_ezn_ryc_wvb}
{#manage-virtual-machine__ol_dvy_4yc_wvb}

## Start Virtual Machine CAI {#manage-virtual-machine__section_izh_v33_4qb}

Users can start any assigned virtual machine instance associated with their credentials set
up by the system administrator.​ If AWS encounters an error, Virtual Agent
asks the user to create an incident for further investigation.

Requirement: User must have the sn_managevm_va.cai_vm_user role to perform these
actions.  
This topic uses the following [topic
blocks](https://www.servicenow.com/docs/BrihkxFd_gPcAjwDFHTx_w "Reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search."):

* Virtual Machine Operation AWS
* Virtual Machine Operation Azure
{#manage-virtual-machine__ul_nv5_y1d_wvb}  
Basic flow:

1. User specifies which VM to start, or Virtual Agent provides a list of available VM instances for the user to choose from.
2. Virtual Agent sends the user an actionable notification when the requested VM starts.
3. User can choose to see details, request additional instructions to log in to the virtual machine, or skip the notification.Virtual Agent also notifies
   the user if the operation was unsuccessful.

{#manage-virtual-machine__ol_mzj_bbd_wvb}

## Stop Virtual Machine CAI {#manage-virtual-machine__section_cky_s43_4qb}

Users can stop any assigned VM instance associated with the credentials set up by the
system administrator.​ If AWS encounters an error, Virtual Agent asks the
user to create an incident for further investigation.

Requirement: User must have the sn_managevm_va.cai_vm_user role to perform these
actions.  
This topic uses the following [topic
blocks](https://www.servicenow.com/docs/BrihkxFd_gPcAjwDFHTx_w "Reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search."):

* Virtual Machine Operation AWS
* Virtual Machine Operation Azure
{#manage-virtual-machine__ul_bcd_ncd_wvb}  
Basic flow:

1. User specifies which VM to stop, or Virtual Agent provides a list of available VM instances for the user to choose from.
2. Virtual Agent sends the user an actionable notification when the requested VM stops.
3. User can choose to see details, request additional instructions to log in to the virtual machine, or skip the notification.Virtual Agent also notifies
   the user if the operation was unsuccessful.

{#manage-virtual-machine__ol_ccd_ncd_wvb}

## Terminate Virtual Machine CAI {#manage-virtual-machine__section_d1p_qs3_4qb}

Users can terminate any assigned virtual machine instance associated with the credential
set up by the system administrator.​ Because termination is a permanent action, Virtual Agent displays the VM details and asks for confirmation.​ If AWS
encounters an error, Virtual Agent asks the user to create an incident for
further investigation.

Requirement: User must have the sn_managevm_va.cai_vm_user role to perform these
actions.  
This topic uses the following [topic
blocks](https://www.servicenow.com/docs/BrihkxFd_gPcAjwDFHTx_w "Reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search."):

* Virtual Machine Operation AWS
* Virtual Machine Operation Azure
{#manage-virtual-machine__ul_x2z_ddd_wvb}