Activate AI agents for IT Operations Management (ITOM)

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Activate AI agents associated with the Triage and analyze alerts agentic workflow, to enable the agentic AI experience.

    Before you begin

    Before activating the AI agents, you must install the ServiceNow Otto for IT Operations Management (ITOM) plugin. For more information, see Install the ServiceNow Otto for IT Operations Management (ITOM) plugin.

    To get started with AI agents, you must have:

    • An instance on Yokohama patch 3 and above.
    • A ServiceNow Pro Plus or Enterprise Plus license.
    • AI Search enabled on your instance.

    Role required: admin

    Procedure

    1. Activate the Triage and analyze alert agentic workflow in AI Agent Studio.
      1. Navigate to All > AI Agent Studio > Create and manage.
      2. In the table, select Triage and analyze alerts.

      The Triage and analyze alerts page in AI Agent Studio lets you manage the agentic workflow, including options for Describe and connect, Define trigger, and Select display.

    2. Make the Triage and analyze alerts agentic workflow visible in the ServiceNow Otto panel.
      1. Navigate to Select display.
      2. Next to ServiceNow Otto panel select the Display toggle to turn on the display.
      3. Select Save and test.
      4. Navigate to All > Virtual Agent > Designer.
      5. From the Select assistant drop-down list, select ServiceNow Otto Panel - Platform(default).
      6. Search for Triage and analyze alerts.
      7. Select the row Actions icon (Actions icon.), and select Promoted.

    What to do next

    To access AI agents in the ServiceNow Otto panel, you must enable the panel. For more information, see Activate the ServiceNow Otto panel standard chat.