0
11.1.4
Zurich Patch 1, Zurich, Yokohama Patch 6, Yokohama Patch 3, Yokohama Patch 1, Yokohama, Xanadu Patch 9, Xanadu Patch 7, Xanadu Patch 6, Xanadu Patch 3, Xanadu Patch 1, Xanadu, Washington DC Patch 4, Washington DC Patch 3, Washington DC, Vancouver Patch 7
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.
- New -
- Use the Assess conflicts for a change request agentic workflow to run conflict detection for change requests and assess conflicts, identify affected CIs, and view the list of impacted services.
- Use the Schedule a change agentic workflow to schedule change requests by identifying the available schedule slots.
- Use the Explain SLA agentic workflow to understand the breakdown of task assignment and ownership for the SLA relevant to a specific incident, problem, case, or change request. Gain insight into the potential causes of a breach or delays.
- Use the Assess quality of a Change Request agentic workflow to assess the quality of a change request, analyze the information available in the fields, and generate suggestions to improve the information in the fields.
- Use the Wrap-up and resolve incident agentic workflow to resolve incidents, create, or attach Knowledge Base (KB) articles, update duplicate incident information, and attach Known Error (KE) articles to the incident record.
- Changed- N/A
- Fixed- N/A
- Removed- N/A
- Required plugins and products:
- Now Assist for Platform (9.1.0)
- ITSM Virtual Agent Conversations (9.2.4)
- Recommended Actions for ITSM (3.0.2)
- IT Service Management AI agent collection (4.1.1)
- If using Service Operations Workspace:
- Service Operations Workspace (Yokohama Patch 6: 7.1.4, Zurich Patch 1: 8.0.3)