Agentic AI in Service Level Management

concept australia Updated Oct 18, 2026 1 min read now-assist-itsm-agentic-ai-in-slm.md

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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:

ServiceNow Otto for IT Service Management (ITSM) (sn_itsm_gen_ai) plugin.
Service Level Management application. For more information, see Configuring Service Level Management.

Note:

Before you begin, review these Important considerations for using ServiceNow Otto for IT Service Management (ITSM) agentic AI.
For all available ITSM Agentic AI applications, see Use agentic AI in ServiceNow Otto for IT Service Management (ITSM).

Agentic workflow name	Description	Available AI agents
Explain SLA	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

Parent Topic:Service Level Management

Keywords Agentic AIgenerative AIGen AI

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---
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/service-level-management/now-assist-itsm-agentic-ai-in-slm.html
release: australia
product: Service Level Management
classification: service-level-management
topic_type: concept
last_updated: "2026-10-18"
reading_time_minutes: 1
keywords: [Agentic AI, generative AI, Gen AI]
breadcrumb: [Service Level Management, 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|

**Parent Topic:**[Service Level Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/service-level-mgmt-landing-page.md)