Agentic workflows

You can customize agentic workflows to meet the needs of your users in different workflows. For example, you can use agentic AI to help resolve tasks, execute routine but variable procedures, and investigate root causes or analytical trends.

Agentic workflows overview

Agentic workflows use multiple AI agents to achieve specific outcomes. Different workflows offer different available tasks. Many agentic workflow templates are available for you to activate, duplicate, or customize. For more information, see Activate an agentic workflow template and Duplicate an agentic workflow.

For more information about the in-product agentic AI experience, see In-product agentic AI. You can create UI actions for your agentic workflows in AI Agent Studio. Open the agentic workflow, navigate to the Select channels and access step in the guided setup, and create a UI action.

Workflow and product agentic workflows

The following table describes the available AI agents agentic workflows that are included in the ServiceNow AI Platform applications.

Table 1. Available agentic workflows by product

Product	Available agentic workflows
ServiceNow Otto for Configuration Management Database (CMDB)	Create configuration item Provide advice on CMDB governance Search CMDB
Now Assist in Contract Management	Conversational contract search and insights Manage contract repository
Now Assist for Creator	Create a theme using Now Assist
ServiceNow Otto for Customer Service Management (CSM)	Accelerate complaint case handling AI voice agent in CSM Provide Customer 360 insights Triage cases
ServiceNow Otto for Enterprise Architecture (EA)	Generate enterprise architecture diagram
ServiceNow Otto for Operational Sustainability Management	Generate carbon calculations for metrics
ServiceNow Otto for Field Service Management (FSM)	Create a work order
Now Assist for Finance and Supply Chain (FSC)	Conversational intake for sourcing and procurement
ServiceNow Otto for Financial Services Operations (FSO)	Help resolve friendly fraud disputes
ServiceNow Otto for Hardware Asset Management (HAM)	Help manage hardware asset requests Help repair hardware assets
ServiceNow Otto for Health and Safety	Create actions for safety incidents Help resolve health and safety cases agentic workflow Health safety incident patterns assistant agentic workflow
ServiceNow Otto for HR Service Delivery (HRSD)	Help resolve tuition requests Help resolve tuition reimbursement requests Predict service and transfer HR cases Resolve noncritical HR cases Resolve critical HR cases Generate onboarding ramp-up plan Recommend catalog and order guide tasks in Onboarding Journey Offboarding knowledge transfer plan generation Schedule interviews
ServiceNow Otto for Integrated Risk Management (IRM)	Generate regulatory action plans Get regulatory analysis Identify risks for an entity Optimize issue resolution
ServiceNow Otto for IT Operations Management (ITOM)	Analyze alert impact Agent Client Collector (ACC) diagnostic workflow Analyze potential impact Manage alerts autonomously Triage and analyze alerts
ServiceNow Otto for IT Service Management (ITSM)	Assess conflicts for a change request Assess quality of a change request Create outages for a change request Create standard change request Create standard change template proposal DEX issue diagnosis and resolution Explain SLA Generate change request plans Generate post incident reviews Incident assist Investigate and resolve ITSM incidents Manage Microsoft 365 group members Notify users with Twilio Schedule a change Suggest configuration items for a change request Triage and categorize ITSM incidents Wrap-up and resolve ITSM incidents
ServiceNow Otto for Legal Service Delivery (LSD)	Conversational contract search and insights Triage legal requests
ServiceNow Otto for Manufacturing Commercial Operations (MCO)	Execute recall campaigns faster
Operational Technology (OT) Manager Foundation	Import the OT device spreadsheet into OT CMDB
Now Assist for Operational Technology Service Management (OTSM)	Generate OT KB articles agentic workflow
Now Assist for MID Server	MID Server Guardian
Now Assist in Notifications	Email Intent to Action
ServiceNow Otto for Public Sector Digital Services (PSDS)	Help manage public information requests
Purchase Order Management	Define PO exception mitigation strategy Email Intent to Action
ServiceNow Otto for Sales Automation	Help nurture new leads
ServiceNow Otto for Security Incident Response (SIR)	Analyze security operations metrics Close security incident Generate SIR shift handover report Resolve security incident
ServiceNow Otto for Software Asset Management (SAM)	Create software reclamation rule Evaluate software removal candidate Help manage software asset requests
ServiceNow Otto for Strategic Portfolio Management	Generate Agile stories Monitor project tasks
Now Assist for Supplier Lifecycle Operations (SLO)	Email intent to action
ServiceNow Otto for Telecommunications, Media, and Technology (TMT)	Test and repair telecom service issues Help remediate bill issues Analyze network incident Customer voice quality issue resolutions Monitor engagement health Recommend risk signal solutions agentic workflow Trigger risk mitigation touchpoint Support renewals and expansions Service Exchange onboarding
Vulnerability Response	Retrieve Vulnerability and exposure data with generative AI Assess your exposure to vulnerabilities Analyze vulnerability remediation status Security Exposure 360
ServiceNow Otto for Workplace Service Delivery (WSD)	Automate map updates Help manage workplace reservations Manage temporary space closures Optimize cleaning activities Workplace Advisor QnA
Now Assist for Zero Copy Connector	Explore ERP models
Now Assist Platform	Analyze incident trends Classify tasks Generate my work plan Generate resolution plans Help optimize team productivity Identify ways to improve services Investigate IT problems Notification agent Process images for tasks Suggest survey responses