What is ServiceNow ITSM AI Agents

ServiceNow ITSM AI Agent is an advanced AI-powered feature within ServiceNow's IT Service Management (ITSM) solution that leverages autonomous AI agents—also known as digital labor—to streamline and automate IT service processes across the incident, problem, change, and request management lifecycle.
These AI agents function as intelligent assistants who can independently take action, make decisions, and complete workflow tasks without requiring constant human intervention. They’re orchestrated through a centralized AI Agent Orchestrator, which acts like a virtual manager. When an event is triggered—such as creating an incident—the orchestrator selects the appropriate AI agents, tools, and data sources (like scripts, workflows, and knowledge base articles) to resolve the issue efficiently.

How Do ITSM AI Agents Work?

1. Trigger-Based Activation: A trigger, such as a new incident or request, activates the AI Agent Orchestrator.
2. Agent Selection: The orchestrator chooses the correct set of AI agents based on the context and workflow.
3. Tool & Skill Execution: These agents use various tools like assist skills, flows, and data retrieval methods to carry out their tasks.
4. Human in the Loop (Optional): Users can review, guide, or override actions as needed.
5. Autonomous Execution: Agents can work independently or in the background without human input, completing actions like updating records or writing post-incident reports.

Real-World Use Cases in ITSM

The May 2024 ITSM AI Agent collection includes ready-to-use agents designed to enhance fulfiller productivity, such as:

• Incident Triage & Categorization Agent: Identifies major incidents or problems and auto-categorizes them.
• Investigation & Resolution Agent: Suggest solutions based on similar incidents, catalog items, and knowledge articles.
• Change Planning Agent: Helps plan changes by auto-filling implementation steps, backout plans, risk assessments, and more.
• Post-Incident Report Agent: Automatically generates post-incident reviews when an issue is resolved.
• User Request Fulfillment Agent: Handles tasks like adding/removing users in systems like Office 365 or sending notifications via Twilio.

Key Benefits

• Improved Agent Productivity: Reduces manual effort and allows support teams to focus on high-value tasks.
• Faster Resolution Time: AI-driven recommendations and automated steps help resolve issues quicker.
• Contextual Intelligence: Agents act based on real-time data from the ServiceNow platform.
• Scalable Automation: Capable of handling multiple tasks and workflows autonomously or with light supervision.