Use agentic AI in Now Assist for ITOM
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Summary of Use agentic AI in Now Assist for ITOM
Now Assist for IT Operations Management (ITOM) leverages agentic AI workflows to autonomously complete critical ITOM tasks, enhancing efficiency and accuracy in alert management, diagnostics, impact analysis, and certificate renewal. These workflows automate routine processes, provide insights through AI-powered analysis, and support proactive IT operations management.
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Available Agentic Workflows and Their Functions
- Triage and Analyze Alerts: Automates alert triage by updating assignments, analyzing alert patterns, distinguishing real alerts from noise, and utilizing multiple AI agents for alert history, verification, and related incident analysis.
- Agent Client Collector (ACC) Diagnostic Workflow: Uses generative AI to display error analyses for specific agents, enabling targeted troubleshooting based on error codes.
- Analyze Alert Impact: Investigates alerts to provide contextual information for efficient response, powered by alert impact and information retrieval AI agents along with observability agents.
- Analyze Potential Impact: Evaluates the potential effects of change requests on servers and services to inform decision-making.
- TLS Certificate Renewal: Identifies certificates nearing expiration and facilitates bulk or individual renewals automatically.
- Alert Grouping Recommendations: Suggests tag-based alert groupings to streamline alert management.
- Manage Alerts Autonomously: Conducts comprehensive alert investigations, summarizes reports, and records structured insights for enhanced alert governance.
- Pattern Diagnostic Workflow: Assists Discovery administrators by diagnosing missing Configuration Item (CI) attributes, parsing logs, identifying root causes, and recommending remediations without manual log review.
AI Model Providers and Configuration
ServiceNow supports multiple AI model providers for Now Assist, including Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Customers can configure available options through AI Control Tower settings and set preferences in the Now Assist Admin console to tailor AI capabilities to their needs.
Security and Access Control
Security is enforced via Access Control Lists (ACLs) and user identity management to control AI agent and workflow execution. These settings can be configured in AI Agent Studio to ensure compliant and secure AI usage within ITOM processes.
Agent Availability and Extension
Some AI agents come pre-installed with Now Assist but may not be part of agentic workflows by default. Customers can view all available agents in their instance and explore additional AI agents via the AI Agent Marketplace on the ServiceNow Store, enabling further customization and extension of Now Assist capabilities.
Practical Benefits for ServiceNow Customers
- Automate routine ITOM tasks to reduce manual effort and improve response times.
- Gain deeper insights through AI-powered alert analysis and diagnostics.
- Enhance decision-making with contextual impact analyses on alerts and change requests.
- Maintain security and compliance through controlled AI access and governance.
- Proactively manage certificates and configuration items to prevent service disruptions.
- Customize AI capabilities by selecting preferred AI models and agents based on organizational requirements.
Use the IT Operations Management (ITOM) agentic workflows to complete tasks autonomously.
| Agentic workflow name | Description | Available AI agents |
|---|---|---|
| Triage and analyze alerts | Triages alerts by updating assignments, analyzing alerts, detecting recurring patterns, and differentiating between noise and real alerts. |
|
| Agent Client Collector (ACC) Diagnostic Workflow | Displays error analysis created by Now Assist using generative AI. Error analyses enable asking questions on a specific agent's error or error code. | Agent Client Collector (ACC) Diagnostic |
| Analyze alert impact | Investigates an alert and gives you the context that you need to respond efficiently. |
For details about observability agents, see Configure observability agents for Now Assist. |
| Analyze potential impact | Analyzes the potential impact of a change request on relevant servers and suggested services. | Analyze Potential Impact |
| TLS Certificate renewal | View all certificates about to expire and renew then automatically all at once. | |
| Alert grouping recommendations | Provides tag-based group recommendations for selected alerts. | Alert grouping recommendations AI agent |
| Manage alerts autonomously | Investigates alerts, summarizes alert-related reports, and stores structured insights with key findings in the AI Agent Insight table. | Manage alerts AI agent |
AI model providers
You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.
Security
Enable security settings to run AI agents and agentic workflows using Access Control Lists (ACLs) and user identities. You can configure and manage the ACLs in AI Agent Studio. See Implement access control in Now Assist AI agents for more information.
Installed agents
- 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.
Visit the following links to learn about the Now Assist for ITOM agentic workflows.