Using agentic workflows in Now Assist for ITSM

Use the IT Service Management AI agent collection to complete tasks autonomously.

Table 1. Available agentic workflows for IT Service Management AI agent collection

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.	Categorize incident AI agent Link major incident AI agent Link incident to problem AI agent
Investigate and resolve ITSM incidents	Provides recommendations for a resolution using catalog, Knowledge, and past incidents and sends the information to the user.	Find catalog item AI agent ITSM incident resolution 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 implementation plan AI agent Change backout plan AI agent Change test plan AI agent Change risk and impact analysis AI agent Change justification proposal AI agent Finish change plan AI agent
Notify users with Twilio	Sends text messages to recipients using Twilio.	Twilio SMS text AI agent

Important:

By default, all agentic workflow and AI agent records are read-only.

To run the AI agents autonomously, you must first duplicate the agentic workflow, and then proceed with the following steps:

• Activate the agentic workflow.
• Activate all agents within the agentic workflow.
• Activate the trigger to invoke the agentic workflow automatically. The triggers for each agentic workflow must be unique. If you prefer to invoke it manually, activating the trigger isn’t necessary.
• Azure OpenAI is recommended for ITSM agentic workflows. For information on Large Language Models (LLMs) for AI agents and agentic workflows, see Select the LLM for AI agents and agentic workflows.

Note:

The Notify users with Twilio agentic workflow can only be invoked using a manual trigger.

Looking for an AI agent?

• There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
• To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.

• IT Service Management AI agent collection Triage and categorize ITSM incidents agentic workflow
  Use the Triage and categorize ITSM incidents AI agent team to assign incident categories, subcategories, configuration items (CI), major incidents, and known problems autonomously.
• IT Service Management AI agent collection Investigate and resolve ITSM incidents agentic workflow
  Use the Investigate and resolve ITSM incidents AI agent team to get recommendations to resolve an incident based on the incident number. Check for related catalog items, Knowledge articles, and similar resolved incidents to generate resolution steps for the incident.
• IT Service Management AI agent collection Manage Microsoft 365 group members agentic workflow
  Use the Microsoft 365 group membership AI agent to manage users in the Microsoft 365 email distribution list.
• IT Service Management AI agent collection Generate post incident reviews agentic workflow
  Use the Post-incident review AI agent to generate a review report after a major incident is closed. You can review and revise this report if necessary.
• IT Service Management AI agent collection Generate change request plans agentic workflow
  Use the Change request planning AI agent team to monitor similar change requests autonomously and generate the necessary plans. This approach may help reduce the time required for scheduling changes and managing change-related risks.
• IT Service Management AI agent collection Notify users with Twilio agentic workflow
  Use the Twilio SMS text AI agent to help streamline communication processes and enhance workflow efficiency.