top of page

ServiceNow Expands “Now Assist for ITSM” with AI Agents for Incident and Change Management


Executive Summary


ServiceNow has expanded Now Assist for ITSM, introducing AI agents that support incident resolution, post‑incident reviews, and change planning. The enhancements are designed to help enterprise IT teams work faster, reduce manual effort, and improve the quality of service operations.


What Happened?

In the latest Store and platform updates, ServiceNow announced new capabilities for Now Assist for ITSM. The enhancements include:

  • AI agents for incident management, capable of suggesting resolutions and summarising key details

  • Support for post‑incident reviews, automatically compiling timelines and key events

  • Assistance with change request plans, helping teams document impact, risk, and implementation steps


These capabilities are available on recent ServiceNow releases (such as Yokohama/Zurich) and are delivered via the Now Assist for ITSM application in the ServiceNow Store


Why Does It Matter?

For medium to large organisations—particularly across Europe and Africa—these updates offer:

  • Faster incident resolution, with AI‑generated suggestions and summaries

  • Higher quality post‑incident analysis, improving learning and prevention

  • More consistent change planning, reducing risk and improving governance

By embedding AI agents directly into ITSM workflows, ServiceNow is helping IT teams move from reactive firefighting to more proactive, data‑driven operations.


Impact on ITSM

  • Reduces manual effort in documenting and analysing incidents

  • Improves the consistency of change records and post‑incident reviews

  • Supports continuous improvement by making insights easier to capture and share

For IT leaders, this can translate into better service reliability, clearer audit trails, and stronger alignment with business expectations.


What Should Organisations Do?

  • Review the Now Assist for ITSM listing and release notes in the ServiceNow Store

  • Confirm platform and licence eligibility for the new AI agent capabilities

  • Pilot AI‑assisted incident and change workflows with a subset of teams

  • Update internal processes to incorporate AI‑generated summaries and recommendations into standard practice


Sources



Comments

bottom of page