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
- AI can now automatically complete Change Risk Assessment and Dynamic Schema questions based on the change record's context, showing its reasoning for each answer so admins and change managers can verify or correct it. Answers that identify compliance exposure (for example SOX, PCI-DSS, or HIPAA) automatically populate the matching Dynamic Schema fields.
- A new AI agent can diagnose and resolve common Okta account lockouts and MFA failures reported through an incident or self-service, checking live account status and submitting the correct unlock or reset request automatically.
- A new Teams-native AI agent lets shift agents manage on-call coverage directly in chat — requesting coverage or leave, and asking questions like "who is on call" or "when is my next shift."
Changed
- The DEX Diagnosis AI agent now factors in event monitoring logs and statistical anomaly signals alongside existing telemetry for more accurate root-cause diagnoses, and now surfaces the specific evidence behind each conclusion.
Fixed
- Fixed an issue where several AI agents (including Zscaler, Installed Apps, and Modern Change agents) had read-only configuration, preventing customers from disabling them.
- Fixed an issue where the Zscaler and Installed Apps agents' action engagement tools showed an empty timeout field.
- Fixed a date-formatting issue in the Change Outage Assistant AI agent.
- Fixed a security issue that allowed any authenticated user, regardless of role, to invoke ITSM AI agents and skills that should have been role-restricted.
- Fixed an issue where the incident investigation and resolution workflow could fail with an "incident search/read service unavailable" error.
- Fixed an issue where the knowledge-article search filters used by the Create Incident AI agent were not being applied correctly.
- Reduced processing time for the Generate Change Request Plans AI flow, which had been taking an unusually long time to complete
- Fixed an issue where built-in ITSM AI agents were unintentionally discoverable and visible within the Now Assist Platform
- Fixed an issue where a required role was missing from the Link Major Incident agent's flow, which could prevent the agent from working as expected for some users
- Fixed an issue where the Triage and Categorize AI agent could assign an irrelevant, caller-owned device as the configuration item when the matched service offering had no related configuration items of its own
Removed
- No items removed in this release
Now Assist for IT Service Management (ITSM) - 16.0.3