Use agentic AI in ServiceNow Otto for IT Service Management \(ITSM\)

---
title: Use agentic AI in ServiceNow Otto for IT Service Management \(ITSM\)
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/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-ai-agents-use-cases.html
release: brazil
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: 1
keywords: [Now Assist, Agentic AI, generative AI, Gen AI]
breadcrumb: [ServiceNow Otto for IT Service Management \(ITSM\), IT Service Management]
---

# Use agentic AI in ServiceNow Otto for IT Service Management \(ITSM\)

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

## Agentic workflows in IT Service Management

For a list of IT Service Management AI agents, see [IT Service Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/itsm-ai-agents-overview.md).

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

Product

</th><th>

Available agentic workflows

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

[IT Service Management application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-using-agentic-workflows-in-itsm.md)

</td><td>

Triage and categorize ITSM incidents

 Investigate and resolve ITSM incidents

 Manage Microsoft 365 group members

 Generate post incident reviews

 Generate change request plans

 Notify users withTwilio

 Incident assist

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

[Change management application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/change-management/now-assist-itsm-agentic-ai-in-change.md)

</td><td>

Assess conflicts for a change request

 Assess quality of a change request

 Explain SLA

 Schedule a change

 Suggest configuration items for a change request

 Create outages for a change request

 Create standard change request

 Create standard change template proposal

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

[Digital End-User Experience \(DEX\) application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/now-assist-for-it-service-management-itsm/itsm-dex-ai-agents.md)

</td><td>

DEX issue diagnosis and resolution agentic workflow

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

[Incident Management application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/now-assist-for-it-service-management-itsm/using-agentic-ai-workflow-im.md)

</td><td>

Wrap-up and resolve incident

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