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)
Changed
* Gemini 3.5 Flash and Claude Sonnet 4.6 model updates
* Incident summarization (New, In progress, Resolved, and Closed) now uses Gemini 3.5 Flash and Claude Sonnet 4.6 by default. The previous alias-based configurations are kept at lower priority.
* Record resolution (resolution notes generation) now uses Gemini 3.5 Flash and Claude Sonnet 4.6 by default. The previous alias-based configurations are kept at lower priority.
* Request, requested item, and catalog task summarization now use Gemini 3.5 Flash and Claude Sonnet 4.6 instead of the previous small-model aliases.
* Change summarization and change risk explanation now use Gemini 3.5 Flash and Claude Sonnet 4.6 instead of the previous small-model aliases.
* The Change risk assessment Assessment Answers Generator Gemini configuration now uses Gemini 3.5 Flash instead of Gemini 2.5 Flash Lite.
* Release notes generation now uses Gemini 3.5 Flash and Claude Sonnet 4.6 by default. The previous configurations are kept but are no longer the default.
* The Classify consent and Simplify description skills now use Gemini 3.5 Flash and Claude Sonnet 4.6 by default. The previous Gemini and Claude configurations for these skills are kept but are now inactive and no longer the default.
* The Engagement Message Composer skill now uses Gemini 3.5 Flash and Claude Sonnet 4.6 instead of its previous Gemini and Claude models.
Fixed
* Create incident AI agent in Virtual Agent
* The agent now shows a closing message after the user confirms that the issue is resolved.
* Investigate and resolve incidents
* The Get relevant knowledge articles tool now returns knowledge article results on instances where the knowledge semantic index configuration differs from the default names. Previously it returned "No information found."
* Investigate and recommend incident agents no longer fail with "Error while finding catalog items" when other plugins, such as Intelligent Approval, add more records.
* Find catalog item AI agent
* The agent now generates a response in AI Agent Studio.
* Incident classification and triage
* The Categorize ITSM incident AI agent no longer displays the caller's CI. It now covers category and subcategory only.
* The Get Incident and relevant major incidents and problems tool now uses the single [RA-ITSM] AI Search Profile when it retrieves similar incidents.
* Post incident report
* Line breaks in the Post Incident Report sections are now preserved when they are written to the incident Overview field.
* Change outage assistant AI agent
* The agent now converts dates entered in the user's date format to ISO 8601 before passing them to its tools. Previously the Validate planned start and end date and Create outage tools returned errors for users with a date format such as MM-dd-yyyy.
* When a date is ambiguous, the agent now asks the user to confirm the day and month.
* Suggest configuration items for a change request workflow
* The Configuration Item Suggestion no longer shows <br /> tags.
* Flow Designer
* The application no longer deletes a global Flow Designer complex object. Previously flows could start failing after the application was installed.
* Resolve modal in Service Operations Workspace
* Hyperlinks pasted into Additional comments when resolving an incident are now kept as clickable links.
* AI Search Assist for incident record producers
* AI Search Assist now returns a no-response result when it produces no answer, so the AI Search fallback results are used.
* It now uses the search profile configured for the record producer when one is set.
* Translation fixes added
Removed
* None
- Required plugins and products:
- ITSM - Advanced
- Now Assist for Platform Prime