Agentic AI in Now Assist for ITSM
Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.
Overview of Incident triaging and resolution agentic workflows
[Omitted video] Description: Incident triaging and resolution agentic workflows
Agentic workflows for Now Assist IT Service Management
| Agentic workflow name | Description | Available AI agents |
|---|---|---|
| Triage and categorize ITSM incidents | 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. | 1. Categorize ITSM incident AI agent 2. Classify service and CI AI agent 3. Link major incident and link problem AI agent |
| Investigate and resolve ITSM incidents | Provides recommendations for a resolution using catalog, Knowledge, and past incidents and sends the information to the user. | ITSM incident resolution plan investigation AI agent |
| Manage Microsoft 365 group members | Adds or removes groups and email distribution lists from the Microsoft 365 group. | Microsoft 365 group membership AI agent |
| Generate post incident reviews | Generates a post-incident report for major incidents and notifies the fulfiller. | Post-incident review AI agent |
| Generate change request plans | 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. | Change request plans AI agent |
| Notify users with Twilio | Sends text messages to recipients using Twilio. | Twilio SMS text AI agent |
| Incident assist | Answers questions about an open incident, including caller assets, recent incidents, similar resolved incidents, and on-call experts. | 1. Incident context AI agent 2. Additional incident context AI agent |