0
12.2.7
Australia, Zurich Patch 7, Zurich Patch 5, Zurich Patch 4, Zurich Patch 2, Zurich Patch 1, Zurich, Yokohama Patch 11, Yokohama Patch 8, Yokohama Patch 6, Yokohama Patch 3, Yokohama Patch 1, Yokohama, Xanadu Patch 10, Xanadu Patch 9, Xanadu Patch 7, Xanadu Patch 6, Xanadu Patch 3, Xanadu Patch 1, Xanadu
Generative AI
Now Assist for ITSM is our out-of-the-box GenAI application purpose built to assist IT agents and create self service opportunities by providing agents dynamic, contextual assists at key inflection points throughout and incident’s lifecycle from which self service content can be seamlessly generated.
AI Agent:
- Prebuilt ITSM AI Agent collection to help agents triage and work incidents and changes.
For Employees:
- Now Assist Virtual Agent integrated with Slack
- Enable your requestors to interact with the Now Assist Virtual Agent while remaining in Slack.
For Agents
- Knowledge creation from a group of similar incidents
- Enable agents, domain SMEs, and knowledge managers to generate a knowledge article from a group of similar incidents to lower the overhead of managing multiple knowledge articles, craft higher quality knowledge articles, and enable more effective self-service.
- AI Search integrated with Recommended Actions in Service Operations Workspace
- Enable agents to search across knowledge articles, incidents, changes, etc. to triage the task at-hand within Service Operations Workspace.
- Change request summarization
- Enable developers, change managers, and everyone in the change ecosystem to assess and understand the risk, impact, approval criteria, and back-out plan(s) associated to a change.
- Task Intelligence for similar incidents in Service Operations Workspace
- Enable admins to train, fine-tune, deploy, and monitor ML solutions with agility.
- Live agent chat and email reply recommendations. Agents can also get email template and content edit recommendations.
- Enable agents with recommended replies and answers to common questions to enable faster time to resolution.
- Sidebar chat summarization
- Enrich the quality of information documented in incident, change, and other task records to generate effective resolution notes and knowledge articles by automatically summarizing and posting sidebar chat summaries to records. Supported in both coreUI (with Next Experience enabled) and Service Operations Workspace.
Now Assist for ITSM release notes (Zurich)
- New
- Added new 3p model support for existing and new skills, models : gemini-3-flash, gpt-5-mini, claude-4-5-haiku
- New ITSM Interactive conversational dashboard for VA and Interactions.
- Activity response generation skills for Requests and Requested items in both Core UI and SOW.
- Diagnose and resolve Zoom call issues with the new Zoom AI capability, which provides device-level root cause analysis and suggested resolutions.
- Monitor device boot time and use Now Assist to quickly diagnose startup delays and get actionable resolutions to resolve boot performance issues.
- Service desk agents can diagnose and resolve Zoom call quality issues using the DEX issue diagnosis and resolution agentic workflow, which integrates Zoom-specific diagnostics that correlate device, network, and application data.
- Changed
- For new users, some skills are active by default.
- Required plugins and products:
- Now Assist for Platform (11.0.1)
- ITSM Virtual Agent Conversations (9.3.2)
- Recommended Actions for ITSM (3.3.0)
- IT Service Management AI agent collection (6.0.8)
- If using Service Operations Workspace:
- Service Operations Workspace (Zurich Patch 7: 8.4.0)