Agentic AI in the Change Management application

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Use the ITSM change management agentic workflows to manage and complete tasks autonomously in 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:

    Agentic workflows for the change management application

    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