0
1.0.0
Yokohama Patch 2
This Agentic AI application has been designed to help SDMs by automating and optimising the handling of incidents in IT, support, and operational environments. By integrating intelligent analytics and real-time resource checks, it ensures faster resolution times, reduced manual effort, and improved team productivity.
- Unresolved Incident Retrieval
Automatically identifies and surfaces open or unresolved incidents for proactive action. - Similar Incident Analysis
Leverages historical data to analyze and suggest resolutions based on similar past incidents. - Resolver Availability Checks
Evaluates the current availability and workload of resolvers to optimize task distribution. - Automated Incident Assignment
Intelligently assigns incidents to the most appropriate resolver group or individual based on context and capacity.
Initial Release
The SDM Companion AI Agent is a scoped application for ServiceNow that enables AI-driven incident triage and assignment for Service Delivery Managers (SDMs). It leverages ServiceNow’s AI Agent Studio to:
• Retrieve unresolved incidents assigned to a manager’s group.
• Identify similar past incidents in context.
• Recommend resolutions based on availability.
• Facilitate incident assignment via conversational AI.
Required plugins:
- Now Assist AI Agent Plugin
- AI Agent Studio Plugin
- GenAI Entitlements (provisioned)