Agentic AI in change management

---
title: Agentic AI in change management
description: Use the ITSM change management agentic workflows to manage and complete tasks autonomously.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/change-management/now-assist-itsm-agentic-ai-in-change.html
release: australia
product: Change Management
classification: change-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 3
keywords: [Now Assist, Agentic AI, generative AI, Gen AI]
breadcrumb: [Change Management, IT Service Management]
---

# Agentic AI in change management

Use the ITSM change management agentic workflows to manage and complete tasks autonomously.

## Agentic workflows for the change management application

**Important:**

To access the change request agentic workflows, make sure that you install the following applications:

1.  ServiceNow Otto for IT Service Management \(ITSM\) \(sn\_itsm\_gen\_ai\) plugin.
2.  Change Management application. For more information, see [Configuring Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/change-management/configure-change-management.md).

**Note:**

-   Before you begin, review these [Important considerations for using ServiceNow Otto for IT Service Management \(ITSM\) agentic AI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/important-considerations-itsm-agentic-ai.md).
-   For all available ITSM Agentic AI applications, see [Use agentic AI in ServiceNow Otto for IT Service Management \(ITSM\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-ai-agents-use-cases.md).

|Agentic workflow name|Description|Available AI agents|
|---------------------|-----------|-------------------|
|[Assess conflicts for a change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-assess-conflicts-workflow.md)|Runs conflict detection for change requests and assesses conflicts, identifies affected CIs and impacted services|Change conflict assessor AI agent|
|[Assess quality of a Change Request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-assess-quality-change-request-workflow.md)|Assesses information quality for new change requests by analyzing closed change requests with matching descriptions.|Change quality assessor AI agent|
|[Explain SLA](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-explain-sla-workflow.md)|Provides insight into priority SLAs, task assignment, and frequency of pause and resume events of SLA for an incident, problem, case, or change request.|Explain SLA|
|[Schedule a change](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-schedule-change-agentic-workflow.md)|Schedule change requests by identifying the available schedule slots.|Schedule Change Request AI agent|
|[Suggest configuration items for a change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-suggest-configuration-items-for-a-change-request.md)|Recommends configuration items during change creation.|Change CI suggestion AI agent|
|[Create outages for a change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-create-outages-for-a-change-request.md)|Associates outages with a change request quickly.|Change outage assistant AI agent|
|[Create standard change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-create-change-request-workflow.md)|Creates a standard, normal, or emergency change request in a conversational way.|Standard change template recommender AI agent|
|[Create standard change template proposal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-create-standard-change-template-proposal.md)|Creates a change template proposal record based on similar change requests.|Standard change template proposal AI agent|

**Parent Topic:**[Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/change-management/c_ITILChangeManagement.md)