Agentic AI in Now Assist for ITSM
Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.
Overview of Incident triaging and resolution agentic workflows
Agentic workflows for Now Assist IT Service Management
| Agentic workflow name | Description | Available AI agents |
|---|---|---|
| Triage and categorize ITSM incidents | Enables fulfillers to determine the category, subcategory, and configuration item automatically for a given incident. After categorizing the incident, it looks for related major incidents or known problems and links them automatically. |
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| Investigate and resolve ITSM incidents | Provides recommendations for a resolution using catalog, Knowledge, and past incidents and sends the information to the user. | ITSM incident resolution plan investigation AI agent |
| Manage Microsoft 365 group members | Adds or removes groups and email distribution lists from the Microsoft 365 group. | Microsoft 365 group membership AI agent |
| Generate post incident reviews | Generates a post-incident report for major incidents and notifies the fulfiller. | Post-incident review AI agent |
| Generate change request plans | Generates a comprehensive implementation, test, and backout plan based on the specified change request number. It also analyzes the potential risk and impact of a change request and proposes a justification. | Change request plans AI agent |
| Notify users with Twilio | Sends text messages to recipients using Twilio. | Twilio SMS text AI agent |
| Incident assist | Answers questions about an open incident, including caller assets, recent incidents, similar resolved incidents, and on-call experts. |
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