0
2.0.3
Australia Patch 3, Australia Patch 2, Australia Patch 1
Generative AI
Prime is the top tier for organizations ready to put AI to work independently, enabling requesters to build the assistants they need and fulfillers to onboard AI Specialists that own entire jobs. AI completes work end-to-end — fully independent, making decisions, and operating with role-based expertise through custom AI Specialists, Agents, and Skills. On the requester side, Moveworks provides a conversational layer purpose-built for each team and use case, with the ability to build custom Specialized Assistants tailored to any domain and connect any enterprise system with custom plugins. On the fulfiller side, Now Assist onboards AI Specialists to the service desk that handle entire jobs from start to finish — deploying AI specialists trained on your L1 workflows and building custom AI Specialists, Agents, and Skills scoped to specific L1 roles. Prime is for organizations that want fulfillers focused only on the work that truly requires human judgment.
In addition to the Advanced SKU features,
Additional Entitled Apps:
- App Engine Starter (50)
- Continual Improvement
- DevOps Change Velocity
- Digital Portfolio Management
- Digital Product Release
- Platform Analytics Advanced for ITSM
- Predictive Intelligence
- Problem RCA (in dev)
- Audit & Compliance Automation (in dev)
- Universal Request Pro
Additional AI for Requester:
- OOTB Requestor Now Assist Voice AI Agents (voice-based incident/request creation)
Additional AI for Fulfiller:
- Autonomous Resolution: L1 SDS with SME resolver agents, DEX actions on end devices
- Problem Mgmt & RCA: Problem recommendation, root cause analysis
- Change Mgmt: DevOps change summarization & risk explanation, schedule changes & conflict resolution, failed change analysis, change risk & impact assessment, risk mitigation, change approval summary
- Shift-Left Release Lifecycle: Release notes generation, weekly release status updates, agent-to-agent DevOps integrations, code commit/work item-based change detail generation, release risk & mitigation
- Audit & Compliance: Evidence collection agent, compliance validation agents
AI Customization: Create custom AI Agents (full access to AI Agent Studio)
- New
- The L1 Service Desk AI Specialist now detects knowledge gaps and automatically creates a Knowledge Feedback Task when KB search returns no results above the configured relevance threshold, enabling managers to create missing articles.
- Knowledge feedback tasks are now deduplicated — the system checks for existing open tasks with matching category and subcategory within a lookback window before creating a new one, preventing task noise for gaps like password resets.
- The Change Quality Agent now persists quality scores per change record — including timestamps and contributing factors — available for dashboards, audits, and risk-detection workflows.
- A new KB article usage section on the AI Agent Studio Performance dashboard shows which articles the AI Specialist used during autonomous resolution.
- The AI Specialist now persists the Skill applied per incident evaluation onto the record. A new Skill filter on the AIS Performance Dashboard lets managers segment performance by capability area.
- The Insights and Opportunities for Incident dashboard in Service Operations Workspace aggregates incidents into trend categories with AI-generated summaries, SLA performance, sentiment, channel adoption, and geographic distribution, giving incident managers a consolidated view of incident patterns with drill-down views into individual records.
- IT administrators can now configure Change Management through an AI-native conversational agent in the Product Console, guided through approvals, risk scoring, and workflows via natural language.
- The ZTS AI L1 Service Desk Specialist now supports real-time conversational engagement via Microsoft Teams or Slack, replacing the asynchronous activity stream with a consent-driven experience.
- A new agentic solution for SharePoint access issues autonomously handles L1 scenarios including access requests, file failures, and permission mismatches, reducing resolution time from hours to minutes.
- Changed
- The AI Specialist Performance Dashboard now includes revised productivity metrics measuring incidents attempted against total count for a more accurate resolution baseline.
- Targeted enhancements to the L1 Service Desk AI Specialist improve reliability and consistency based on quality feedback from recent releases.
- The Create Incident AI Agent has been migrated to a Hierarchical Agent model, resolving hallucination and rendering issues on NextWave and removing the VA dependency.
- The Create Incident AI Agent has been updated for full NextWave off-glide orchestrator compatibility, resolving functional deviation issues from GA readiness testing.
- Fixed
- Platform skills not appearing in the Now Assist Skills admin panel (even with ignoreFulfillerSubscriptionCheck enabled) have been resolved.
- Display and interaction issues in the Recommended Actions panel have been resolved: misaligned loading indicator, non-functional search icon, footer-obscured filters, and incorrect cursor on non-clickable content.
- Removed
- Suggested Steps has been deprecated and removed. Customers should transition to AIOps LEAP recommendations in Now Assist for ITSM.
- Required plugins and products:
- ITSM - Advanced
- Now Assist for Platform Prime