0
9.0.1
Yokohama Patch 3, Yokohama Patch 1, Yokohama, 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 generative AI-powered application that enhances our existing industry-leading AI capabilities – which in combination, elevate the employee experience and accelerate productivity within IT to the next level. With Now Assist for ITSM, increase requestor self-service, reduce mean-time-to-resolution (MTTR) for agents, and lower total cost of ownership while redefining exceptional user experiences.
- Prebuilt ITSM AI Agent collection
- Now Assist Virtual Agent integrated with Slack
- Enable your requestors to interact with the Now Assist Virtual Agent while remaining in Slack.
- 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 reply recommendations
- Enable agents with recommended replies and answers to common questions to enable faster time to resolution.
- Email reply recommendations
- Enable agents with recommendations for email responses. Agents can also get email template and content edit recommendations.
- 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.
Features we are delivering in V9.0.1
Fixed -N/A
Removed -N/A
Using IT Service Management AI agent collection
New in the Yokohama Patch 3 release:
- Identify the category, subcategory, and configuration item for a given incident automatically using a team of AI agents in the Triage and categorize ITSM incidents agentic workflow.
- Get recommendations to resolve incidents by using a team of AI agents for catalog, knowledge, and past incidents in the Investigate and resolve ITSM incidents agentic workflow.
- Manage Microsoft 365 group members using AI agents in the Manage Microsoft 365 group members agentic workflow.
- Generate the Risk and impact analysis and the Justification fields using the AI agents in the Generate change request plans agentic workflow.
Changed in this release:
- The Categorize incidents use case has been renamed to the Triage and categorize ITSM incidents agentic workflow.
- The following AI agents have been added to the workflow:
- Link major incident AI agent
- Link incident to problem AI agent
The term use case is replaced with the term agentic workflow. For example, the Notify users with Twilio use case is now referred to as the Notify users with Twilio agentic workflow.
The naming of the AI agents has changed. For example, Twilio SMS texter has been renamed to Twilio SMS texter AI agent.
Using Now Assist for ITSM skills:
New in the Yokohama Patch 3 release:
- Suggested steps generation skill to suggest next steps for resolution by analyzing clusters of similar closed and resolved incidents.
- Attachment summarization to include contextually relevant data from transcribed JPEG and PNG attachments on all incident summaries.
- Sentiment analysis to analyze sentiment of the requester with respect to an incident and understand the sentiment reasoning, trend and score to take informed decision.
Changed -N/A
Fixed -N/A
Removed -N/A
- Required plugins and products:
- Now Assist for Platform (8.0.0)
- ITSM Virtual Agent Conversations (9.2.4)
- Recommended Actions for ITSM (3.0.0)
- IT Service Management AI agent collection (2.0.3)
- If using Service Operations Workspace:
- Service Operations Workspace (7.1.0)