0
2.3.9
Australia Patch 5, Australia Patch 4, Australia Patch 3, Australia Patch 2, 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
- Change AI Specialist agents: a new Change Orchestrator ("Change Management Agent") that coordinates specialized sub-agents — a Readiness Manager (validates and auto-populates required change fields before scheduling), an Assessment Manager (evaluates risk and quality before approval), and a Template Selection agent (auto-selects the right change template based on request context) — reducing manual navigation between agents during change creation.
- App Access Provisioning agent: a new specialist agent in the Zero Touch Service Desk experience that autonomously orchestrates new-access requests (Okta/AD groups) end-to-end with recorded approvals, and escalates entitled-but-blocked access cases to a human.
- Conversational schedule and roster management: fulfillers and schedule managers can now create shifts from templates and manage on-call rosters/rotations conversationally in Service Operations Workspace, with mandatory preview before publishing.
- Autonomous cross-group reassignment: a new "Auto-execute" option lets the AI agent reassign incidents to the recommended group automatically (when confidence and policy allow), instead of only recommending.
- In-product skill guidance: skill descriptions, visibility hints, and prerequisite information are now surfaced directly in the Summarize and skill panels, with admin setup warnings when required configuration is missing.
- Changed
- The Schedule agent now consolidates multiple schedule checks into a single call and can auto-assign a slot without a confirmation prompt when only one viable option exists.
- The Impact & Conflict Detection agent no longer requires a manual confirmation step for certain change assessments.
- The Change Risk Assessment agent gained an AI-driven Q&A completer that helps populate both Change Risk Assessments and Dynamic Surveys.
- Admins can now use a UI toggle to customize the "Suggest Configuration Items for change request" panel option instead of requiring backend edits.
- Fixed
- Security fixes: several access-control issues were resolved, including flows that ran with elevated system privileges beyond what was intended, and an issue that allowed any authenticated user to invoke ITSM AI agents/skills without proper role restrictions.
- Agent behavior fixes: corrected issues with the Create Incident agent (missing sources), Change Creation agent, Planner agent (showing conflicting versions), PIR agent (duplicate approval prompts), and Schedule Change agent (unreadable IDs in work notes).
- Output quality fixes: resolved mixed-language output in generated resolution and change plans, a date-swap bug in summarization, and a case where raw JSON was displayed to users instead of a formatted message.
- UI/workflow fixes: fixed a filter interaction bug affecting AI specialist visibility, a browser-specific warning when closing the resolution notes modal, missing guided-setup screens for Chat Recommendation, and admin-facing configuration validation for previously silent Now Assist failures in Service Operations Workspace.
- Other: several read-only AI agent configs that prevented customers from disabling agents were corrected, and ServiceNow Otto rebranding gaps in the Service Portal and plugin listings were fixed.
- Removed - None
- Required plugins and products:
- ITSM - Advanced
- Now Assist for Platform Prime