---
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


---

# Use agentic AI in IT Service Management

# Use agentic AI in ServiceNow Otto for IT Service Management (ITSM) {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.

## Agentic workflows in IT Service Management {#now-assist-itsm-ai-agents-use-cases__section_gw3_5tq_vgc}

{#now-assist-itsm-ai-agents-use-cases__table_lxk_lck_h2c__entry__2}

| Product | Available agentic workflows |
|-|-|
| [IT Service Management application](https://www.servicenow.com/docs/4JmJZL56KUSUH6A9hdRI~Q "Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.") | Triage and categorize ITSM incidents Investigate and resolve ITSM incidents Manage Microsoft 365 group members Generate post incident reviews Generate change request plans Notify users withTwilio Incident assist Who is On Call |
| [Change management application](https://www.servicenow.com/docs/yAks8JbX~J_n_FEuED4_wA "Use the ITSM change management agentic workflows to manage and complete tasks autonomously.") | Assess conflicts for a change request Assess quality of a change request Explain SLA Schedule a change Suggest configuration items for a change request Create outages for a change request Create standard change request Create standard change template proposal |
| [Digital End-User Experience (DEX) application](https://www.servicenow.com/docs/4178c7arl9XagLhVfS~eYA "Use the Digital End-User Experience (DEX) agentic workflow to diagnose and resolve issues on DEX monitored devices.") | DEX issue diagnosis and resolution agentic workflow |
| [Incident Management application](https://www.servicenow.com/docs/pxVrgHZSZscUPHjDYM0M7g "Use the ITSM Incident Management agentic workflows to manage, resolve and close incidents and incident tasks autonomously.") | Wrap-up and resolve incident |
[ ]

{#now-assist-itsm-ai-agents-use-cases__table_lxk_lck_h2c}