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1.0.4
Australia Patch 1
Generative AI
Prime is the top tier for organizations ready to put AI to work independently, enabling requesters to build the assistants they need and fulfillers to onboard AI Specialists that own entire jobs. AI completes work end-to-end — fully independent, making decisions, and operating with role-based expertise through custom AI Specialists, Agents, and Skills. On the requester side, Moveworks provides a conversational layer purpose-built for each team and use case, with the ability to build custom Specialized Assistants tailored to any domain and connect any enterprise system with custom plugins. On the fulfiller side, Now Assist onboards AI Specialists to the service desk that handle entire jobs from start to finish — deploying AI specialists trained on your L1 workflows and building custom AI Specialists, Agents, and Skills scoped to specific L1 roles. Prime is for organizations that want fulfillers focused only on the work that truly requires human judgment.
In addition to the Advanced SKU features,
Additional Entitled Apps:
- App Engine Starter (50)
- Continual Improvement
- DevOps Change Velocity
- Digital Portfolio Management
- Digital Product Release
- Platform Analytics Advanced for ITSM
- Predictive Intelligence
- Problem RCA (in dev)
- Audit & Compliance Automation (in dev)
- Universal Request Pro
Additional AI for Requester:
- OOTB Requestor Now Assist Voice AI Agents (voice-based incident/request creation)
Additional AI for Fulfiller:
- Autonomous Resolution: L1 SDS with SME resolver agents, DEX actions on end devices
- Problem Mgmt & RCA: Problem recommendation, root cause analysis
- Change Mgmt: DevOps change summarization & risk explanation, schedule changes & conflict resolution, failed change analysis, change risk & impact assessment, risk mitigation, change approval summary
- Shift-Left Release Lifecycle: Release notes generation, weekly release status updates, agent-to-agent DevOps integrations, code commit/work item-based change detail generation, release risk & mitigation
- Audit & Compliance: Evidence collection agent, compliance validation agents
AI Customization: Create custom AI Agents (full access to AI Agent Studio)
- New
- For L1 Service Desk AI Specialist
- Give admins tighter control over how incidents are understood and handled by the L1 SDS. Teams can now tailor which incident fields are classified, such as category, assignment group, or configuration item, so AI-driven triage aligns more closely with their data model and operational standards. This helps improve classification relevance and downstream routing accuracy. This capability is available with the L1 SDS installed.
- Reduce manual rework when AI cannot fully resolve an incident. Service Desk Managers can define a fallback assignment group so unresolved incidents are automatically routed to the right team, ensuring faster handoff and fewer stalled tickets. This capability is available with the L1 SDS installed.
- Close the loop on stalled conversations and keep queues clean. Incidents placed On Hold while waiting for a requester’s response will now automatically resolve after 2 days of inactivity, helping teams reduce backlog noise and focus on active work. This scheduled behavior activates with the L1 SDS installed.
- Improve confidence in configuration item predictions. A new configurable confidence threshold allows teams to fine-tune how aggressively the AI predicts CIs, balancing automation with accuracy based on their environment and data quality. This capability is available with the L1 SDS installed.
- Gain clearer visibility into AI performance. Updated dashboard metrics give Service Desk Managers better insight into how the L1 Service Desk AI Specialist is performing, supporting data-driven tuning and ongoing optimization. This capability is available with the L1 SDS installed
- Incident Assist Agentic Workflow - New conversational experience for incident investigation. Incident Assist is capable of answering context-based queries by accessing multiple related tables (incident, change, problem, SLA, CI, outage) through NAP
- Activity Response Generation for Requests - Activity response generation skills now available for Requests and Requested Items in both Core UI and Service Operations Workspace
- Zoom Call Diagnostics (DEX Integration) - Diagnose and resolve Zoom call quality issues with device-level root cause analysis and suggested resolutions
- Device Boot Time Monitoring - Monitor device boot time and use Now Assist to quickly diagnose startup delays with actionable resolutions
- DEX Issue Diagnosis and Resolution Agentic Workflow - Integration of Zoom call diagnostics in the agentic workflow to enable service desk agents to diagnose Zoom call quality issues.
- For L1 Service Desk AI Specialist
- Changed
- Change Request Risk Explanation - Skill configuration moved to NASK
- Change Request Summarization - Skill configuration moved to NASK
- L1 SDS Avatar Update — Updated to align with design standards for a more cohesive visual presence across configuration pages and incident records.
- Fixed - Not Applicable
- Removed - Not Applicable
- Required plugins and products:
- ITSM - Advanced
- Now Assist for Platform Prime