Exploring Now Assist for IT Service Management (ITSM)
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Summary of Exploring Now Assist for IT Service Management (ITSM)
The Now Assist for IT Service Management (ITSM) application leverages generative AI to support agents by summarizing chat conversations, incidents, and change requests. It helps agents quickly understand incident context, generate resolution notes, and streamline communication with other agents. These capabilities enable faster and more effective incident and change management, improving overall service delivery.
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Key Features
- Chat Summarization: Summarizes Virtual Agent chat history and entire chat interactions to provide agents quick context for troubleshooting before or after chats end.
- Sidebar Discussion Summarization: Creates summaries of sidebar discussions between agents, requesters, and subject matter experts, which can be posted to incident work notes.
- Incident Summarization: Generates summaries from active incident records including key fields (short description, description, work notes, comments, email) to speed up understanding and resolution. Agents can refresh, copy, post, and provide feedback on summaries.
- Incident Assist: Provides conversational access to common incident-related information directly within incident records, such as caller assets, recent incidents, on-call experts, and similar resolved incidents.
- Change Request Summarization: Summarizes active change requests covering objectives, plans, risks, and other detailed fields to expedite change management. Agents can refresh, post, copy, and give feedback on summaries.
- Change Request Risk Explanation: Offers explanations of change request risk ratings with relevant contextual data to help agents assess risks effectively.
- Resolution Notes Generation: Automatically creates incident resolution notes to share knowledge and context with other agents encountering similar issues.
- Knowledge Generation: Allows agents to convert resolved incidents into knowledge articles, facilitating knowledge sharing and reuse.
- Chat Reply Recommendation: Suggests reply messages during chats to help agents respond promptly and accurately to requesters.
- Release Notes Generation: Enables product managers to generate structured release notes for releases in the readiness phase by utilizing release scope artifacts.
Using Now Assist in Service Operations Workspace
Agents can access the Now Assist panel within the Service Operations Workspace for ITSM, which provides a conversational interface to request chat and incident summaries and to generate incident resolution notes efficiently.
Benefits for ServiceNow Customers
- Accelerates incident and change request resolution by delivering concise summaries and contextual insights.
- Improves knowledge sharing through automated generation of resolution notes and knowledge articles.
- Enhances agent productivity with AI-driven reply recommendations and conversational support.
- Facilitates better risk assessment and release management with AI-generated explanations and notes.
With the Now Assist for IT Service Management (ITSM) application, your agents can summarize the chat conversations and incident details, generate the incident resolution notes to share with other agents.
Now Assist for IT Service Management (ITSM) overview
- An incident summary enables your agents to understand the incident context.
- The incident resolution notes provide the context to other agents who might encounter similar incidents.
- An interaction chat summary provides the context about the chat conversation to an agent by specifying all points of the handoff, including the Virtual Agent conversation.
Now Assist for IT Service Management (ITSM) skills
The Now Assist for ITSM application includes the generative AI skills and features that enable your agents to understand the chat and incident context so that they can propose quicker resolutions to the requester.
- Chat summarization
- Provides an agent with a summary of a requester's Virtual Agent chat history. An agent can also generate a summary of the entire interaction when the chat ends or when an incident is created for further troubleshooting before or after the chat ends.
- Sidebar discussion summarization
- Generates a summary of Sidebar discussions between agents, requesters, and subject matter experts using this skill. An agent can also post the summary to the incident work notes for further troubleshooting before or after the chat ends.
- Incident summarization
- Enables an agent to expedite the incident troubleshooting process by reviewing its summary that includes the issue, actions taken, and resolution. Your agent can generate an incident summary for active incidents to
understand the incident context. Your agent can also refresh the summary, post the summary to the incident work notes, copy the summary, and provide feedback about the summary.The incident summary includes the information that an agent enters in the following incident record fields:
- Short description
- Description
- Work notes
- Additional comments
- Incident assist
- Enables an agent to quickly obtain common incident related information conversationally within the incident record by asking questions related to the supported topics in the Now Assist panel.Incident assist topics supported in the Now Assist panel include:
- Caller's assets
- Caller's recent incidents
- On-call experts from support groups
- Similar resolved incidents
- Change request summarization
- Enables an agent to expedite the change request process by reviewing its summary that includes objective, plan, and risk. Your agent can generate a change request summary for active change requests to understand the change
request context. Your agent can also refresh the summary, post the summary to the change request work notes, copy the summary, and provide feedback about the summary.The change request summary includes the information that an agent enters in the following incident record fields:
- Short description
- Description
- Work notes
- Additional comments
- Risk
- Impact
- Justification
- Implementation plan
- Risk and impact analysis
- Test plan
- Backout plan
- Close code
- Close notes
- Configuration item
- Service
- Service offering
- State
- Conflict status
- Type
- Change request risk explanation
- Enables an agent to understand the change request risk by reviewing the explanation for the risk rating. Your agent can generate a change request risk explanation for change requests that have a risk rating (high, med, low).
Your agent can also copy the summary, and provide feedback about the summary.The change request risk explanation includes the information that an agent enters in the following incident record fields:
- Short description
- Implementation plan
- Assignment group
- Risk
Additional inputs include: similar change requests and the incidents caused by those changes, and risk condition that was met.
- Resolution notes generation
- Automatically generates the resolution notes for an incident using the Now Assist icon and provides context to the other agents who might encounter similar incidents.
- Knowledge generation
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Enables an agent to generate a knowledge article from an incident after proposing a resolution or closing the incident.
The knowledge generation skill displays a pop-up window that an agent can use to generate a knowledge article and review it before publishing the knowledge article draft.
Figure 1. Knowledge article generation pop-up window - Chat reply recommendation
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Enables an agent to generate a reply recommendation from a chat using the Now Assist icon.
The chat reply recommendation skill displays a pop-up window that an agent can use to generate a recommendation and review it before sending it as a reply to the requester.
- Release notes generation for a release in Digital Product Release
- Enables a product manager to generate structured release notes for a release that is in the readiness phase.
The Generate release notes skill uses artifacts in the release scope to generate the release notes that you can review it before publishing.
Now Assist panel in Service Operations Workspace for ITSM
An agent can use the Now Assist panel in Service Operations Workspace for ITSM. This conversational interface enables an agent to request a chat summary or incident summary and generate the incident resolution notes. For more information about the Now Assist panel, see Now Assist panel.