0
1.0.3
Australia Patch 1
Generative AI
Advanced moves beyond assistance into automation, designed to deflect complex requests upfront and automate what reaches the desk. AI doesn't just help — it does some of the work by understanding context, applying domain knowledge, and automating entire processes end-to-end through out-of-the-box agentic workflows. On the requester side, Moveworks handles domain-specific IT and HR requests at the point of conversation before they become tickets, deflecting nuanced requests using OOTB Specialized Assistants and guiding employees through policy-aware responses. On the fulfiller side, Now Assist starts resolving cases the moment they land so fulfillers spend less time on setup and more time closing — executing multi-step workflows autonomously using OOTB agentic workflows for IT and HR. Specialized Assistants for IT and HR are coming in H2 2026.
In addition to the Foundation SKU features,
Additional Entitled Apps:
- App Engine Starter (25)
- Major Incident Management
- On-Call Scheduling
- Change Management
- Problem Management
- Service Modeler (in dev)
- Universal Request
- Walk-up Experience
Digital Experience: 1 SU of Digital End-User Experience per 4 Fulfillers
Additional AI for Fulfiller:
- Incident & Request — simple, knowledge-based resolution & wrap-up
- Sentiment Analysis
- DEX — diagnose & alert about end device issues
- Wrap-up Incidents
- Major Incident Mgmt: email content recommendation, post-incident reviews, Twilio notification, Explain SLA
- Change Mgmt: summarize change requests, explain risk, suggest change templates, CI selection assistance, generate change request plans, assess plan quality & suggest modifications
- Service Modeler AI — accelerate business service/offerings creation
- ITSM Knowledge Graph for Fulfillers/CIs (future)
AI Customization: Edit OOTB AI Agents (edit existing instructions & tools)
- New
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- Incident Assist Agentic Workflow - New conversational experience for incident investigation. Incident Assist is capable of answering context-based queries by accessing multiple related tables (incident, change, problem, SLA, CI, outage) through NAP
- Activity Response Generation for Requests - Activity response generation skills now available for Requests and Requested Items in both Core UI and Service Operations Workspace
- Zoom Call Diagnostics (DEX Integration) - Diagnose and resolve Zoom call quality issues with device-level root cause analysis and suggested resolutions
- Device Boot Time Monitoring - Monitor device boot time and use Now Assist to quickly diagnose startup delays with actionable resolutions
- DEX Issue Diagnosis Agentic Workflow - Integration of Zoom call diagnostics in the agentic workflow to enable service desk agents to diagnose Zoom call quality issues.
- Changed
- Change Request Risk Explanation - Skill configuration moved to NASK
- Change Request Summarization - Skill configuration moved to NASK
- Fixed - Not Applicable
- Removed - Not Applicable
- Required plugins and products:
- ITSM - Foundation
- Now Assist for Platform Advanced