0
2.0.6
Yokohama Patch 3, Yokohama Patch 1, Xanadu Patch 9, Xanadu Patch 7
IT Service Management AI Agent Collection is our generative AI-powered application that enhances our existing industry-leading AI Agent capabilities – which in combination, elevate the employee experience and accelerate productivity within IT to the next level. With our prebuilt ITSM AI Agents, improve agent productivity, reduce mean-time-to-resolution (MTTR) for agents, 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 |
|---|---|---|
| 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. |
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| Investigate and resolve ITSM incidents | Provides recommendations for a resolution using catalog, knowledge, and past incidents and sends the information to the user. |
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| 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. |
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| Notify users withTwilio | Sends text messages to recipients using Twilio. | Twilio SMS text AI agent |
New - N/A
Changed -N/A
Fixed - NowLLM issues
Removed -N/A
Now Assist for IT Service Management (ITSM) - 9.0.3