IT Service Management AI Agent Collection is our industry-leading agentic AI capability which elevates the employee experience and accelerates productivity within IT to the next level. With our prebuilt ITSM AI Agents, improve agent productivity, reduce mean-time-to-resolution (MTTR), and lower total cost of ownership while redefining exceptional user experiences across incident, change and other ITSM workflows.
Use IT Service Management AI Agent Collection to boost productivity, and autonomously resolve ITSM business tasks. Note: Azure OpenAI is recommended for ITSM agentic workflows. For information on Large Language Models (LLMs) for AI agents and agentic workflows, see Select LLMs for AI agents and agentic workflows.
|
Agentic workflow name |
Description |
Available AI agents |
|
Incident assist |
Answer incident-related questions using context-aware agents. Handle queries about incident details and get information about related records. |
Incident context AI agent Additional incident context AI agent |
|
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. |
Categorize ITSM incident AI agent Classify service and CI AI agent 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 |
|
Wrap-up and resolve incident |
Generate resolution notes (including root cause and resolution steps) and select resolution code to resolve the incident, attach the Knowledge Base (KB) article or create draft knowledge article. Attach Known Error (KE) to the incident record when resolution code is selected as Known Error. |
Incident resolution details AI agent Incident knowledge article AI agent Incident known error article 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. |
|
|
Notify users with Twilio |
Sends text messages to recipients using Twilio. |
Twilio SMS text AI agent |
|
Assess conflicts for a change request |
Runs conflict detection for change requests and assesses conflicts, identifies affected CIs and impacted services |
Change conflict assessor AI agent |
|
Assess quality of a Change Request |
Assesses information quality for new change requests by analyzing closed change requests with matching descriptions. |
Change quality assessor AI agent |
|
Explain SLA |
Provides insight into priority SLAs, task assignment, and frequency of pause and resume events of SLA for an incident, problem, case, or change request. |
Explain SLA |
|
Schedule a change |
Schedule change requests by identifying the available schedule slots. |
Schedule Change Request AI agent |
- New
- The L1 Service Desk AI Specialist now detects knowledge gaps and automatically creates a Knowledge Feedback Task when KB search returns no results above the configured relevance threshold, enabling managers to create missing articles.
- Knowledge feedback tasks are now deduplicated — the system checks for existing open tasks with matching category and subcategory within a lookback window before creating a new one, preventing task noise for gaps like password resets.
- The Change Quality Agent now persists quality scores per change record — including timestamps and contributing factors — available for dashboards, audits, and risk-detection workflows.
- A new KB article usage section on the AI Agent Studio Performance dashboard shows which articles the AI Specialist used during autonomous resolution.
- The AI Specialist now persists the Skill applied per incident evaluation onto the record. A new Skill filter on the AIS Performance Dashboard lets managers segment performance by capability area.
- The Insights and Opportunities for Incident dashboard in Service Operations Workspace aggregates incidents into trend categories with AI-generated summaries, SLA performance, sentiment, channel adoption, and geographic distribution, giving incident managers a consolidated view of incident patterns with drill-down views into individual records.
- IT administrators can now configure Change Management through an AI-native conversational agent in the Product Console, guided through approvals, risk scoring, and workflows via natural language.
- The ZTS AI L1 Service Desk Specialist now supports real-time conversational engagement via Microsoft Teams or Slack, replacing the asynchronous activity stream with a consent-driven experience.
- A new agentic solution for SharePoint access issues autonomously handles L1 scenarios including access requests, file failures, and permission mismatches, reducing resolution time from hours to minutes.
- Changed
- The AI Specialist Performance Dashboard now includes revised productivity metrics measuring incidents attempted against total count for a more accurate resolution baseline.
- Targeted enhancements to the L1 Service Desk AI Specialist improve reliability and consistency based on quality feedback from recent releases.
- The Create Incident AI Agent has been migrated to a Hierarchical Agent model, resolving hallucination and rendering issues on NextWave and removing the VA dependency.
- The Create Incident AI Agent has been updated for full NextWave off-glide orchestrator compatibility, resolving functional deviation issues from GA readiness testing.
- Fixed- None
- Removed - None
Now Assist for IT Service Management (ITSM) - 14.0.5