Agentic AI in ServiceNow Otto for ITSM

---
title: Agentic AI in ServiceNow Otto for ITSM
description: Use the IT Service Management AI agents within an agentic workflow to 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-using-agentic-workflows-in-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: "2026-09-10"
reading_time_minutes: 2
keywords: [Now Assist, 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 ServiceNow Otto for ITSM

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

## Agentic workflows for ServiceNow Otto IT Service Management

<table id="table_lxk_lck_h2c"><thead><tr><th>

Agentic workflow name

</th><th>

Description

</th><th>

Available AI agents

</th></tr></thead><tbody><tr><td>

[Triage and categorize ITSM incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-catincidents-usecase.md)

</td><td>

Enables fulfillers to determine the category, subcategory, and configuration item automatically for a given incident. After categorizing the incident, it looks for related major incidents or known problems and links them automatically.

</td><td>

1.  Categorize ITSM incident AI agent
2.  Classify service and CI AI agent
3.  Link major incident or problem AI agent

</td></tr><tr><td>

[Investigate and resolve ITSM incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-incident-resolver-workflow.md)

</td><td>

Provides recommendations for a resolution using catalog, Knowledge, and past incidents and sends the information to the user.

</td><td>

ITSM incident resolution plan investigation AI agent

</td></tr><tr><td>

[Manage Microsoft 365 group members](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-O365-groupmembers-workflow.md)

</td><td>

Adds or removes groups and email distribution lists from the Microsoft 365 group.

</td><td>

Microsoft 365 group membership AI agent

</td></tr><tr><td>

[Generate post incident reviews](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-mim-usecase.md)

</td><td>

Generates a post-incident report for major incidents and notifies the fulfiller.

</td><td>

Post-incident review AI agent

</td></tr><tr><td>

[Generate change request plans](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-change-planner-usecase.md)

</td><td>

Generates a comprehensive implementation, test, and backout plan based on the specified change request number. It also analyzes the potential risk and impact of a change request and proposes a justification.

</td><td>

Change request plans AI agent

</td></tr><tr><td>

[Notify users with Twilio](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-twilio-text-usecase.md)

</td><td>

Sends text messages to recipients using Twilio.

</td><td>

Twilio SMS text AI agent

</td></tr><tr><td>

[Incident assist](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-incident-assist-workflow.md)

</td><td>

Answers questions about an open incident, including caller assets, recent incidents, similar resolved incidents, and on-call experts.

</td><td>

1.  Incident context AI agent
2.  Additional incident context AI agent

</td></tr><tr><td>

[Who is On Call](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-on-call-usecase.md)

</td><td>

Retrieves on-call roster information for specific shifts, groups, or time periods.

</td><td>

On Call Retrieval AI agent

</td></tr></tbody>
</table>