Agentic AI in Service Level Management

---
title: Agentic AI in Service Level Management
description: Use the ITSM Service Level Management agentic workflows to manage and complete tasks autonomously.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-agentic-ai-in-slm-itsm.html
release: australia
product: Now Assist for IT Service Management \(ITSM\)
classification: now-assist-for-it-service-management-itsm
topic_type: concept
last_updated: "2026-10-18"
reading_time_minutes: 1
keywords: [Agentic AI, generative AI, Gen AI]
breadcrumb: [Use agentic AI in IT Service Management, ServiceNow Otto for IT Service Management \(ITSM\), IT Service Management]
---

# Agentic AI in Service Level Management

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

## Agentic workflows for the Service Level Management application

**Important:**

To access the Service Level Management agentic workflows, make sure that you install the following applications:

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