Now Assist For It Service Management Itsm

Monitor incident trends, SLA compliance, sentiment, and operational patterns using the Insights and Opportunities for Incident dashboard in Service Operations Workspace.

Track and analyze ITSM Virtual Agent analytics and get insights into them.

Quickly generate the explanation of the calculated risk rating for a change request by using the change request risk explanation skill in the ServiceNow Otto for IT Service Management (ITSM) application.

Enable your requesters to have a streamlined, conversational experience that is based on generative AI as they submit a catalog item request in Virtual Agent. By offering this generative AI experience, your organization can provide an additional self-service tool.

If you have the admin role, you can configure the ServiceNow Otto for IT Service Management (ITSM) application so that agents can use the generative AI capabilities in Service Operations Workspace for ITSM and in Core UI.

Enhance the efficiency of the change request summarization skill by customizing it with different inputs and prompts using the skill configuration guided setup.

If you have the admin role, you can customize a ServiceNow Otto for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI.

Configure the data that the answer generator skill reads to suggest answers for change risk assessment questions.

Enhance the efficiency to explain the risk of a change request by customizing it with different inputs and prompts using the skill configuration guided setup.

If you have the admin role, you can customize a ServiceNow Otto for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI.

If you have the admin role, you can customize a ServiceNow Otto for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI. Use the AI Skill Kit to customize your prompts.

If you have the admin role, you can customize a ServiceNow Otto for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI.

If you have the admin role, you can customize a ServiceNow Otto for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI.

Designed to reduce the number of incidents to be resolved by deflecting issues with self-service.

With the ServiceNow Otto 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.

Use ServiceNow Otto for IT Service Management (ITSM) to automatically generate answers and reasoning for change risk assessment questions directly from a change request in Core UI or Service Operations Workspace for ITSM.

Summarize the Virtual Agent chat conversation between a live agent and a requester in Service Operations Workspace for ITSM. You can generate the summary by using the chat summarization skill in ServiceNow Otto for IT Service Management (ITSM).

Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.

Reference information for the widgets on the Insights and Opportunities for Incident dashboard, including descriptions of each indicator and the data it presents.

The Insights and Opportunities for Incident dashboard in Service Operations Workspace gives service desk managers and incident managers a unified view of incident trends, SLA compliance, sentiment, and operational patterns to support data-driven decisions.

Identify the root cause of boot time issues and get resolutions such as remedial actions, self-help instructions, and relevant knowledge articles to resolve the boot time issues.

Investigate Zoom call performance with ServiceNow Otto for Zoom Call Issues to identify root causes and get resolutions.

Use the Digital End-User Experience (DEX) agentic workflow to diagnose and resolve issues on DEX monitored devices.

Use AI agents in Virtual Agent to autonomously resolve tasks.

ITSM Virtual Agent includes pre-built Large Language Model (LLM) topic conversations designed to help your users complete the common IT-related tasks such as checking and resetting a password.

As an agent or knowledge writer, generate knowledge articles from resolved and closed incidents within the Service Operations Workspace for ITSM application and classic environment by using the ServiceNow Otto application.

Automatically generate a response in an incident record activity stream using the Incident activity response generation skill. Add them to the work notes or comments to enhance the quality of your interactions with the user.

Use the ITSM Service Level Management agentic workflows to manage and complete tasks autonomously.

Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.

Use the assess conflicts for a change request agentic workflow to run conflict detection for change requests and assess conflicts, and identify affected configuration items (CIs) and impacted services.

Use the assess quality of a change request agentic workflow to assess the quality of a change request and generate suggestions to improve the information in the fields. The workflow uses an active change policy document if one applies, or falls back to similar closed change requests.

Use the Triage and categorize ITSM incidents AI agent team to assign incident categories and subcategories. Then, assign the service, service offering, and the configuration items (CI), and also link major incidents, and known problems autonomously.

Use the Change request planning AI agent team to monitor similar change requests autonomously and generate the necessary plans. This approach may help reduce the time required for scheduling changes and managing change-related risks.

Use the create standard change request agentic workflow to help users create a standard, normal, or emergency change request in a conversational and intuitive way.

Use the create outages for a change request agentic workflow so users can associate outages with a change request easily in a conversational and intuitive way.

Use the create standard change template proposal agentic workflow to help users quickly create a change template proposal record based on similar change requests.

Use the explain SLA agentic workflow to analyze a Service Level Agreement (SLA) and gain insight into the SLA assignment, task ownership, and pause and resume events in the SLA duration for a task, such as an incident, problem, case, or change request.

Use the Investigate and resolve ITSM incidents AI agent team to get recommendations to resolve an incident based on the incident number. Check for related catalog items, Knowledge articles, and similar resolved incidents to generate resolution steps for the incident.

Use the Post-incident review AI agent to generate a review report after a major incident is resolved. You can review and revise this report if necessary.

Use the Microsoft 365 group membership AI agent to manage users in the Microsoft 365 email distribution list.

Use the Who is On Call agentic workflow to retrieve on-call roster information for specific shifts, groups, or time periods. The agent provides accurate information to conversationally understand who is on-call.

Use the schedule a change agentic workflow to schedule change requests by identifying the available schedule slots.

Use the suggest configuration items for a change request agentic workflow to make the process of selecting configuration items during change creation conversational, intuitive, and efficient for users.

Use the Twilio SMS text AI agent to help streamline communication processes and enhance workflow efficiency.

Use the Voice AI agents to create and manage tickets for any IT service-related issues such as troubleshooting WiFi connections with voice calls.

Generate a reply based on the context of the chat conversation using the ServiceNow Otto icon. Chat reply recommendations provide agents with quick replies to common questions.

Track closed chats, user engagement patterns, and abandonment rates to measure demand and identify opportunities to improve ITSM Virtual Agent effectiveness.

Track customer satisfaction through AI interaction transcript analysis and user feedback to gauge experience quality.

Track knowledge base articles and catalog items referenced in the ITSM Virtual Agent interactions to identify which resources support successful incident deflections instead of being transferred to a live agent for resolution.

Analyze the pattern of interactions when users ask questions using the ITSM Virtual Agent. Use the Topics analytics to identify trending topics, view detailed topic information, and understand user interaction patterns across your organization.

Copy and customize a core ITSM Virtual Agent topic and use that topic to track the status of common IT-related tasks using ServiceNow Otto.

Deflection retrieves user context and sentiment analysis to rephrase search queries for more relevant results.

In-form deflection enables users to resolve issues directly within the create incident form. When users describe an issue, ServiceNow Otto for IT Service Management (ITSM) searches the knowledge base and returns solutions based on the user's hardware, location, and the tone of their description.

Use the create incident form with ServiceNow Otto for IT Service Management (ITSM) to find a solution and deflect the issue without creating an incident.

Use the Digital End-User Experience (DEX) issue diagnosis and resolution agentic workflow from the ServiceNow Otto panel to diagnose and resolve common issues on DEX monitored devices.

Generate structured release notes for a release using AI-driven summarization, reducing manual effort and improving clarity for stakeholders. The release notes are generated from the release scope.

Generate an email as a recommendation based on the context of the incident using the ServiceNow Otto icon. Email responses can help agents save time and learn efficient ways to respond to requesters.

Use the Incident assist agentic workflow to get answers to questions about an incident, including caller assets, recent incidents, similar resolved incidents, and on-call experts.

Quickly obtain common incident related information conversationally within the incident record by asking questions in the ServiceNow Otto panel.

Create a draft version of an email to communicate with stakeholders on a major incident using an email template. You can complete field values in the template using an AI-generated response. Use different GenAI variables in the template types for efficient communication with the requesters.

Use the create incident form with ServiceNow Otto for IT Service Management (ITSM) to receive a personalized catalog item recommendation when your description is classified as a request.

Generate a summary of Sidebar discussions between agents, requesters, and subject matter experts by using the Sidebar discussion summarization skill in the ServiceNow Otto for IT Service Management (ITSM) application.

Get a quick overview of the skill inputs and triggers for ServiceNow Otto for IT Service Management (ITSM). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used.

Reference information for scheduled jobs that collect ITSM Virtual Agent analytics data and scripts that configure topic clustering.

Use the Wrap-up and resolve incident agentic workflow to generate resolution notes and select resolution code to resolve an incident. Attach the Knowledge Base (KB) article or create a draft Knowledge article. Attach a Known Error (KE) article to the incident record when the resolution code is selected as Known Error. Update duplicate incident information when the resolution code is Duplicate.

Use the ServiceNow ServiceNow Otto for IT Service Management (ITSM) application to summarize the incident information, generate incident resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and incident context so that they can propose quicker resolutions to your requesters.

Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.

Provide information about the incident when assigning it to another agent or assignment group by summarizing all actions until hand off. For example, an agent can summarize an incident when reassigning it to another agent if the incident is incorrectly assigned or needs troubleshooting by another agent or assignment group.

Use the ServiceNow Otto panel to request the contextual generative AI capabilities in IT Service Management (ITSM) such as a chat summary, incident summary, or incident resolution notes in a conversational manner. You can also add comments and work notes. These capabilities provide you with a quick resolution to issues.

Generate suggested steps automatically by analyzing clusters of closed incidents with similar incident resolution in the ServiceNow Otto for IT Service Management (ITSM) application.

Automatically generate the resolution notes for an incident on demand using the ServiceNow Otto context menu. You can improve the quality of the resolution notes by providing a summary of the root cause and the steps taken to resolve the issue. Generating resolution notes lets you provide information about the incident resolution to other agents who might encounter similar issues.

Make informed decisions on incidents based on requester's sentiment and the reasoning behind it in the ServiceNow Otto for IT Service Management (ITSM) application.

Quickly capture the important details of a change request, including the current status, by using the change request summarization skill in the ServiceNow Otto for IT Service Management (ITSM) application.

Quickly understand the incident context and respond to a requester’s inquiries by using the incident summarization skill in the ServiceNow Otto for IT Service Management (ITSM) application.

Automatically generate a response in request-related record activity streams using the activity response generation skills for requests and requested items. Add responses to work notes or comments to enhance the quality of your interactions with the user.

Summarize all information related to the context of requests to get a consolidated real-time status by using the Request Management summarization skills in the ServiceNow Otto for IT Service Management (ITSM) application.

Get a quick overview of the important information that is related to the ServiceNow Otto for IT Service Management (ITSM) application.

Use the ITSM Incident Management agentic workflows to manage, resolve and close incidents and incident tasks autonomously.

Use the ITSM change management agentic workflows to manage and complete tasks autonomously in the Change Management application.

Use the ITSM Virtual Agent analytics dashboard to track chat volume and engagement patterns, identify trending topics by volume, drill into detailed topic performance, and measure customer satisfaction using AI transcripts and user feedback.

If you have the itil role, you can summarize the chat interactions with a requester, summarize an incident, and generate resolution notes by using the ServiceNow Otto for IT Service Management (ITSM) application. You can also understand the chat and incident context and propose resolutions more quickly to the requester.