0
2.0.0
Zurich Patch 4, Yokohama Patch 2
Generative AI
This Agentic AI application has been designed to help SDMs by automating and optimising the handling of incidents in IT, support, and operational environments. By integrating intelligent analytics and real-time resource checks, it ensures faster resolution times, reduced manual effort, and improved team productivity.
- AI-Driven SDM Assistance – Built using ServiceNow AI Agent Studio to support Service Delivery Managers with intelligent, agentic workflows.
- Modular Agentic Workflow – Includes five focused modules:
- SDM Buddy Summary – Consolidated overview of open and pending tasks with a direct task table link.
- Incident Management – Identifies unresolved incidents, finds similar cases, and recommends optimal resolver assignment.
- User Performance Reviewer – Evaluates team members based on task efficiency, incident handling, and customer communication.
- Task Prioritisation Advisor – Ranks active tasks by priority and SLA risk to improve compliance.
- Workload Balancer Assistant – Detects overloaded or underutilised team members and suggests task redistribution.
- Now Assist Panel Integration – Runs directly within the Now Assist side panel for seamless in-platform interaction.
- AI Search & GenAI Enabled – Leverages AI Search and GenAI capabilities for intelligent recommendations and summaries.
- Controlled Execution Flow – Starts with a summary view and runs additional modules only upon user selection.
- Security & Governance Ready – Supports Now Assist Guardian for prompt injection protection and offensive content filtering.
- Zurich Release Compatible – Designed and tested specifically for the Zurich build of ServiceNow.
Release Version 2.0.2
Release Notes – AI-Driven SDM Assistance (Zurich Release) Overview
The AI-Driven SDM Assistance agent is built using ServiceNow AI Agent Studio to empower Service Delivery Managers (SDMs) with intelligent, modular workflows. Designed for seamless integration with the Zurich release, this agent enhances operational efficiency, decision-making, and workload management through AI-powered insights.
Key Features???? Modular Agentic Workflow
Five specialised modules provide targeted support for SDM responsibilities:
- SDM Buddy Summary – Consolidated overview of open and pending tasks with direct task table links.
- Incident Management – Identifies unresolved incidents, surfaces similar cases, and recommends optimal resolver assignment.
- User Performance Reviewer – Evaluates team members based on task efficiency, incident handling, and customer communication.
- Task Prioritisation Advisor – Ranks active tasks by priority and SLA risk to improve compliance.
- Workload Balancer Assistant – Detects overloaded or underutilised team members and suggests task redistribution.
???? Seamless Integration
- Now Assist Panel Integration – Runs directly within the Now Assist side panel for in-platform interaction.
- AI Search & GenAI Enabled – Leverages AI Search and GenAI for intelligent recommendations and summaries.
⚙️ Execution & Governance
- Controlled Execution Flow – Begins with a summary view; additional modules run only when the user selects them.
- Security & Governance Ready – Supports Now Assist Guardian for prompt injection protection and offensive content filtering.
???? Compatibility
- Fully Zurich Release Compatible – Designed and tested specifically for the Zurich build of ServiceNow.
Benefits
- Streamlined SDM workflows with modular, on-demand intelligence.
- Improved incident resolution and task prioritisation.
- Balanced team workloads for higher efficiency.
- Enhanced governance and security compliance.
- Seamless adoption within the ServiceNow Zurich environment.
Required plugins:
- Now Assist AI Agent Plugin
- AI Agent Studio Plugin
- GenAI Entitlements (provisioned)
- Now Assist for ITSM