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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Service Level Management

# Agentic AI in Service Level Management {#ariaid-title1}

Release version: Brazil  
Updated October 18, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the ITSM Service Level Management agentic workflows to manage and complete tasks autonomously.

## Agentic workflows for the Service Level Management application {#now-assist-itsm-agentic-ai-in-slm-itsm__section_slm_agentic_workflows}

Important:  
To access the Service Level Management agentic workflows, make sure that you install the following applications:

1. ServiceNow Otto for IT Service Management (ITSM) (sn_itsm_gen_ai) plugin.
2. Service Level Management application. For more information, see [Configuring Service Level Management](https://www.servicenow.com/docs/zG7Kr3A5oPyGeK9weCIz3w "You can configure various aspects of Service Level Management based on the specific requirements of your organization.").
{#now-assist-itsm-agentic-ai-in-slm-itsm__ol_slm_agentic_prereq}  
Note:  
* Before you begin, review these [Important considerations for using ServiceNow Otto for IT Service Management (ITSM) agentic AI](https://www.servicenow.com/docs/nmUMYyZ54GbyD8z_vyJ5NA "Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.").
* For all available ITSM Agentic AI applications, see [Use agentic AI in ServiceNow Otto for IT Service Management (ITSM)](https://www.servicenow.com/docs/_~PBdj2OERu6~dGgGdPnlg "Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.").
{#now-assist-itsm-agentic-ai-in-slm-itsm__ul_slm_agentic_notes}  
{#now-assist-itsm-agentic-ai-in-slm-itsm__table_slm_agentic_workflows__entry__3}

| Agentic workflow name | Description | Available AI agents |
|-|-|-|
| [Explain SLA](https://www.servicenow.com/docs/zy5E0HN4zY1QPDhfvN9EJg "Use the explain SLA agentic workflow to analyze a Service Level Agreement (SLA) and gain insight into the SLA assignment, task ownership, and pause and resume events in the SLA duration for a task, such as an incident, problem, case, or change request.") | 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 |
[ ]

{#now-assist-itsm-agentic-ai-in-slm-itsm__table_slm_agentic_workflows}