Unlock productivity at scale Overview For AI agents to truly be effective, they must seamlessly communicate with each other and leverage accurate, real-time insights. By integrating observability data from multiple APM and observability vendors into ServiceNow’s workflows, we’re breaking down data silos and creating a unified, agent-to-agent experience. This ensures operators can focus on high-impact incidents, make informed decisions, and drive exceptional customer experiences at scale. • Seamless Communication: AI agents can easily share data and insights, minimizing friction and inefficiencies in communication. • Real-Time Insights: Accurate, up-to-the-minute data ensures that decisions are based on the most current information available. • Unified Experience: Operators can manage incidents and workflows in a consistent and unified manner, leveraging inputs from various tools and sources. • High-Impact Focus: This integration allows operators to prioritize high-impact incidents, ensuring that critical issues are addressed promptly. • Informed Decision-Making: With comprehensive data at their disposal, operators can make better-informed decisions that optimize operations. • Exceptional Customer Experiences: Ultimately, the goal is to enhance customer satisfaction by ensuring that service disruptions are minimized and resolved swiftly. By leveraging the strengths of both ServiceNow and 3 rd party observability vendors, you’re driving toward a more efficient, effective, and customer -centric operational model. Our AI agents can solve essential business challenges autonomously, accelerating outcomes and empowering people with a skilled digital workforce without limits, so they can focus on their best work. Why it matters Automate alert triage, alert impact analysis, and initial investigation by retrieving insights from historical incident and alert data from IT Operations Management (ITOM) as well as a small set of observability partners to break down data silos and create a unified, agent-to-agent experience. • Improved incident management to reduce downtime and drive towards proactive problem resolution. • Efficiency and productivity gains by streamlining operations – reducing data silos – and automating responses to common problems. • Data-driven decision making by leveraging accurate insights using up-to-date data enabling better planning and resource allocation. • Improved customer experience through a unified approach to service delivery and reliability. • Efficient scaling and seamless integrations to 3rd party monitoring tools provides teams actionable data instantly. The ITOM AI Agents provide step-by-step guidance to the requester, pulls data from multiple sources, and suggests responses in real time. When necessary, the AI Agent is designed to escalate the request to a Human Agent for additional input or clarification for a truly human-in-the-loop (HITL) experience. Autonomous: AI Agent Drives, human is notified and approve Operator AI Agent ? Trigger Autonomous (opt.) A user is notified when attention is needed (opt.) Alert Handler AI Agent Alert Analyzer AI Agent Noise deflector AI Agent Alert Information Retriever AI Agent New Relic Insights Analyzer AI Agent Kentik Insights Analyzer AI Agent Alert history Analyzer AI Agent By leveraging a network of AIOps agents, IT teams can gather real-time data from other tools and use in-platform capabilities to collect relevant alert data, incidents, and present this information in a conversational manner to the IT team. This approach reduces eliminates the needs to cobble together data from multiple tools during a major incident or an outage, accelerating response time. Triage and analyze alerts Automate the initial triage of alerts using AI Agents to reduce operator workload, accelerate resolution, and improve accuracy. 1. Auto-assign and auto-acknowledge alert to the initiating user 2. Deliver technical analysis and update alert descriptions 3. Review past occurrences, evaluate significance, and close noisy alerts 4. Search historical incidents, suggest common assignments, and summarize resolution notes Analyze alert impact Help IT operators understand service impact, formulate probable cause theories, and prioritize investigations by analyzing data from ServiceNow and third-party AI agents from leading APM and observability vendors. 1. Prioritize alerts by understanding the alert impact on users and affected services 2. Deliver insights for communicating impact to affected stakeholders 3. Gather probable cause theories and identify the right subject matter experts to begin the investigation Triage time is critical when resolving an IT issue that relies on many infrastructure, application, and network monitoring tools. © 2025 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks a re trademarks and/or regis tered trademarks of ServiceNow, Inc. in the United States and/or other countries . Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. SN-DataSheet-ITOM_Agentic_Workflow_Datasheet-04102025 servicenow.com AGENT TEAM ACTIONS Analyze past occurrences, assess significance, and close the alert when applicable Alert History Analyzer AI Agent AI-driven pattern recognition, historical data analysis & anomaly detection to filter, suppress, and de-duplicate alerts Noise Deflector AI Agent AI Agent Orchestrator Assign, acknowledge, and maintain an up-to-date alert recordAlert Handler AI Agent Perform alert analysis and update the alert description when applicable Alert Analyzer AI Agent AGENT TEAM ACTIONS AI Agent Orchestrator Retrieves alert impact analysis and probable cause theories from Kentik Kentik Insights Analyzer AI Agent Retrieves alert impact analysis and probable cause theories from New Relic New Relic Insights Analyzer AI Agent Identifies the alert source to determine which 3rd party AI Agent to collaborate with Alert Information Retriever AI Agent