0
10.0.0
Zurich, Yokohama Patch 6, Yokohama Patch 3, Yokohama Patch 1, Yokohama, Xanadu Patch 9, Xanadu Patch 7, Xanadu Patch 6, Xanadu Patch 3, Xanadu Patch 1, Xanadu, Washington DC Patch 4, Washington DC Patch 3, Washington DC, Vancouver Patch 7
Now Assist for ITSM is our out-of-the-box GenAI application purpose built to assist IT agents and create self service opportunities by providing agents dynamic, contextual assists at key inflection points throughout and incident’s lifecycle from which self service content can be seamlessly generated.
AI Agent:
- Prebuilt ITSM AI Agent collection
For Employees:
- Now Assist Virtual Agent integrated with Slack
- Enable your requestors to interact with the Now Assist Virtual Agent while remaining in Slack.
For Agents
- Knowledge creation from a group of similar incidents
- Enable agents, domain SMEs, and knowledge managers to generate a knowledge article from a group of similar incidents to lower the overhead of managing multiple knowledge articles, craft higher quality knowledge articles, and enable more effective self-service.
- AI Search integrated with Recommended Actions in Service Operations Workspace
- Enable agents to search across knowledge articles, incidents, changes, etc. to triage the task at-hand within Service Operations Workspace.
- Change request summarization
- Enable developers, change managers, and everyone in the change ecosystem to assess and understand the risk, impact, approval criteria, and back-out plan(s) associated to a change.
- Task Intelligence for similar incidents in Service Operations Workspace
- Enable admins to train, fine-tune, deploy, and monitor ML solutions with agility.
- Live agent chat and email reply recommendations. Agents can also get email template and content edit recommendations.
- Enable agents with recommended replies and answers to common questions to enable faster time to resolution.
- Sidebar chat summarization
- Enrich the quality of information documented in incident, change, and other task records to generate effective resolution notes and knowledge articles by automatically summarizing and posting sidebar chat summaries to records. Supported in both coreUI (with Next Experience enabled) and Service Operations Workspace.
New - For Now Assist skills
- 3rd Party (3P) model support for Now Assist skills. Supports Gemini, Claude, Azure and Now LLM models
- Record summarization - Removed prompt headers and provide a step in NAA to navigate to the Now Assist Skill Kit (NASK) to customize prompt
- Edit prompt in Now Assist Skill Kit/ Go to Now Assist skill kit will take the user to the skill in NASK
- Resolution notes generation - Admin can 'copy' the skill in NAA to configure inputs and customize prompt and usage conditions using Skill Kit
- KB Generation - Admin can 'copy' the skill in NAA to configure inputs and customize prompt/create custom KB templates and usage conditions using Skill Kit
- MIM Email Communication - Includes following related tables while generating email content for MIM with NACM
- Task SLA table
- Incident tasks
- Conference / Chat transcript
Changed -N/A
Fixed - N/A
Removed -N/A
- Required plugins and products:
- Now Assist for Platform (9.0.0)
- ITSM Virtual Agent Conversations (9.2.4)
- Recommended Actions for ITSM (3.0.2)
- IT Service Management AI agent collection (3.0.0)
- If using Service Operations Workspace:
- Service Operations Workspace (7.1.3)