Agentic workflows · SN Doc Reader

Agentic workflows are AI‑driven workflow orchestrations that use one or more AI agents to achieve a specific outcome. They go beyond single‑step automation by dynamically planning, executing, and adapting actions based on context, data, and intermediate results.

Agentic workflows handle routine but variable procedures, such as investigation, remediation, and analysis, where the exact steps may differ from case to case.

Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.

Agentic workflows overview

Agentic workflows use multiple AI agents to achieve specific outcomes. Different workflows offer different available tasks. Many agentic workflow templates are available for you to activate, duplicate, or customize. For more information, see Activate an agentic workflow template and Duplicate an agentic workflow.

For more information about the in-product agentic AI experience, see In-product agentic AI. You can create UI actions for your agentic workflows in AI Agent Studio. Open the agentic workflow, navigate to the Select channels and access step in the guided setup, and create a UI action.

What an agentic workflow does

Agentic workflows can:

Achieve an outcome, not just complete a task

The workflow focuses on resolving a business problem or completing a goal, rather than executing a single action.
Coordinate multiple AI agents and skills

Agentic workflows can invoke generative AI skills and AI agents as needed to gather information, reason over data, take action, and verify results.
Adapt to variability

Workflows can adjust execution paths based on conditions, findings, or system responses, making them suitable for non-deterministic scenarios such as troubleshooting or analysis.
Operate across systems and records

Agentic workflows interact with the ServiceNow AI Platform and connected systems to read data, update records, and trigger downstream actions.

How agentic workflows are used

Agentic workflows are commonly used to:

Resolve tasks that follow a repeatable decision pattern but vary in execution.
Investigate issues by gathering and analyzing contextual data.
Execute remediation steps based on findings.
Assist users with analytical or exploratory workflows.

Depending on the product and configuration, agentic workflows can be triggered automatically or initiated by a user through a contextual UI or action.

Available agentic workflows

The following tables describe the available agentic workflows that are included in the ServiceNow applications, grouped by workflow area.

IT and digital operations

Product	Available agentic workflows
Enterprise Asset Management	Help repair enterprise assets Help manage enterprise asset requests
IT Operations Management	ITOM Visibility Pattern diagnostic Analyze potential impact Firewall management task creation ITOM AIOps Triage and analyze alerts Analyze alert impact Analyze potential impact Manage alerts autonomously Agent Client Collector (ACC) diagnostic workflow
Now Assist for Operational Technology Service Management (OTSM)	Generate OT KB articles agentic workflow
Operational Technology (OT) Manager Foundation	Import the OT device spreadsheet into OT CMDB
ServiceNow Otto for Enterprise Architecture (EA)	Generate enterprise architecture diagram
ServiceNow Otto for Hardware Asset Management (HAM)	Help manage hardware asset requests Help repair hardware assets
ServiceNow Otto for IT Service Management (ITSM)	Assess conflicts for a change request Assess quality of a change request Create outages for a change request Create standard change request Create standard change template proposal DEX issue diagnosis and resolution Explain SLA Generate change request plans Generate post incident reviews Incident assist Investigate and resolve ITSM incidents Manage Microsoft 365 group members Notify users with Twilio Schedule a change Suggest configuration items for a change request Triage and categorize ITSM incidents Who is On Call Wrap-up and resolve ITSM incidents
ServiceNow Otto for Software Asset Management (SAM)	Create software reclamation rule Evaluate software removal candidate Help manage software asset requests
ServiceNow Otto for Strategic Portfolio Management	Generate Agile stories Monitor project tasks

## Security and Risk

Product	Available agentic workflows
ServiceNow Otto for Integrated Risk Management (IRM)	Generate regulatory action plans Get regulatory analysis Identify risks for an entity Optimize issue resolution
ServiceNow Otto for Operational Sustainability Management	Generate carbon calculations for metrics
ServiceNow Otto for Security Incident Response (SIR)	Analyze security operations metrics Close security incident Generate SIR shift handover report Resolve security incident
Vulnerability Response	Retrieve Vulnerability and exposure data with generative AI Assess your exposure to vulnerabilities Analyze vulnerability remediation status Security Exposure 360

## Customer experiences \(CRM\)

Product	Available agentic workflows
Financial Services Operations (FSO)	Help resolve friendly fraud disputes
ServiceNow Otto for Customer Service Management (CSM)	Accelerate complaint case handling Provide Customer 360 insights Triage cases
Field Service Management	Create a work order
ServiceNow Otto for Manufacturing Commercial Operations (MCO)	Execute recall campaigns faster
ServiceNow Otto for Public Sector Digital Services (PSDS)	Help manage public information requests
Sales Customer Relationship Management	Help nurture new leads
Customer Success Management	Analyze risk and recommend solutions Draft and schedule touchpoint meetings Monitor engagement health Support renewals and expansions
Telecommunications, Media, and Technology (TMT)	Analyze network incident Customer voice quality issue resolutions Help remediate bill issues Service test and repair Smart Actions for Telecom
Service Exchange	Service Exchange Knowledge Assistant Service Exchange onboarding
ServiceNow Otto for Care Team Operations	Request care team assistance

## Employee experiences

Product	Available agentic workflows
Now Assist for Finance and Supply Chain (FSC)	Conversational intake for sourcing and procurement
Purchase Order Management	Define PO exception mitigation strategy Email Intent to Action
Contract Management Pro	Conversational contract search and insights Manage contract repository
ServiceNow Otto for Core Business Suite (CBS)	CBS setup
ServiceNow Otto for Health and Safety	Create actions for safety incidents Help resolve health and safety cases agentic workflow Health safety incident patterns assistant agentic workflow
ServiceNow Otto for HR Service Delivery (HRSD)	Help resolve tuition requests Help resolve tuition reimbursement requests Predict service and transfer HR cases Resolve noncritical HR cases Resolve critical HR cases Generate onboarding ramp-up plan Recommend catalog and order guide tasks in Onboarding Journey Offboarding knowledge transfer plan generation Schedule interviews
Legal Service Delivery	Conversational contract search and insights Triage legal requests
ServiceNow Otto for Supplier Lifecycle Operations (SLO)	Email intent to action
ServiceNow Otto for Workplace Service Delivery (WSD)	Automate map updates Help manage workplace reservations Manage temporary space closures Optimize cleaning activities Process images for new tasks Workplace Concierge

## AI Platform

Product	Available agentic workflows
Now Assist for Zero Copy Connector	Explore ERP models
Now Assist in Notifications	Email Intent to Action
Now Assist Platform	Analyze incident trends Classify tasks Error Analysis and Remediation workflow Generate my work plan Generate resolution plans Help optimize team productivity Identify ways to improve services Investigate IT problems Notification agent Process images for tasks Suggest survey responses
ServiceNow Otto for Configuration Management Database (CMDB)	Create configuration item Provide advice on CMDB governance Search CMDB
ServiceNow Otto for Vault	Access observer configuration Classify assets with ServiceNow Vault agents Field encryption and auto-generate access policies Field encryption with Vault module Securing custom apps with Vault agents Summarize access observer logs

## App development

Product	Available agentic workflows
Build Agent	Create in-app agents, skills, and workflows
ServiceNow Otto for Creator	Create a theme using ServiceNow Otto®

title	Agentic workflows
description	Agentic workflows are AI‑driven workflow orchestrations that use one or more AI agents to achieve a specific outcome. They go beyond single‑step automation by dynamically planning, executing, and adapting actions based on context, data, and intermediate results.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/intelligent-experiences/sn-aia-use-cases-list.html
release	brazil
topic_type	concept
last_updated	2026-10-05
reading_time_minutes	7
keywords	AI AgentsAgentic AI
breadcrumb	AI agents and agentic workflowsEnable AI Experiences