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.
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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. |
Categorize ITSM incident AI agent Classify service and CI AI agent Link major incident AI agent Link incident to problem AI agent |
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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. |
Find catalog item AI agent ITSM incident resolution investigation AI agent |
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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
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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 |
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Generate post incident reviews |
Generates a post-incident report for major incidents and notifies the fulfiller. |
Post-incident review AI agent |
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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. |
Change implementation plan AI agent Change backout plan AI agent Change test plan AI agent Change risk and impact analysis AI agent Change justification proposal AI agent Finish change plan AI agent |
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Notify users with Twilio |
Sends text messages to recipients using Twilio. |
Twilio SMS text AI agent |
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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 |
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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 |
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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 |
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Schedule a change |
Schedule change requests by identifying the available schedule slots. |
Schedule Change Request AI agent |
- New -
- Classify service AI agent for service, service offering classification and CI detection
- Wrap up and resolve incident AI Agent
- Explain SLA AI Agents
- AI Agent for Change Management Conversational Change
- Change Management AI Agent for Change Scheduling
- Change Management AI Agent for Change Quality Score
- Change Management AI Agent for Conflict & Impact Assessment
- Changed -
- Triage and Categorize ITSM incident agentic workflow - Run_as AI Agent user (sys_user). Added classify service agent.
- Fixed - N/A
- Removed - N/A
Now Assist for IT Service Management (ITSM) - 11.1.4