---
title: Change request plans AI agent
description: This AI agent autonomously drafts change plan fields during the readiness phase. Field population is governed by a resolved change policy to ensure consistent behavior without requiring user input.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/now-assist-for-it-service-management-itsm/change-ai-orch-request-plans-ai-agent.html
release: australia
product: Now Assist for IT Service Management \(ITSM\)
classification: now-assist-for-it-service-management-itsm
topic_type: reference
last_updated: "2026-09-01"
reading_time_minutes: 1
breadcrumb: [Change Management, Use agentic AI in IT Service Management, ServiceNow Otto for IT Service Management \(ITSM\), IT Service Management]
---

# Change request plans AI agent

This AI agent autonomously drafts change plan fields during the readiness phase. Field population is governed by a resolved change policy to ensure consistent behavior without requiring user input.

## Workflow

1.  Autonomously retrieve the change request record and all available change policy documents.
2.  Resolve the applicable change policy by matching the change model field \(chg\_model\) against available policy definitions.
3.  If no policy matches on change model, autonomously fall back to matching the change type field \(chg\_type\) against policy definitions.
4.  Determine whether a policy document is available for the resolved policy.
5.  If a policy document is available, autonomously identify the plan fields defined in the POLICY\_EXTRACTION\_KEYS schema.
6.  Populate only the identified plan fields with content generated based on the policy requirements.
7.  If no policy document is available, autonomously apply default field-population logic to draft all plan fields: Implementation plan, Backout plan, Test plan, Justification, and Risk and impact analysis.
8.  Update the change request with populated plan fields and return confirmation to the user in a single message.

<table><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Allow third party to access this AI agent

</td><td>



</td></tr><tr><td>

Allow AI specialists to access this AI agent

</td><td>



</td></tr><tr><td>

Manage long-term memory

</td><td>



</td></tr><tr><td>

Tools

</td><td>

-   **Scripts**

Generate Change request Plans

Get All Change Request Data

Get Change Quality Policy Document

Get current change request details

Update plans to change request


</td></tr><tr><td>

Allowed user roles The specific user roles that can access this AI agent.

</td><td>

itil, sn\_change\_writeThe sn\_change\_write only applies when the dependency plugin com.snc.itsm.roles.change\_management is active.

</td></tr><tr><td>

Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take.

</td><td>

itil, sn\_change\_writeThe sn\_change\_write only applies when the dependency plugin com.snc.itsm.roles.change\_management is active.

</td></tr><tr><td>

Triggers

</td><td>



</td></tr><tr><td>

Channels

</td><td>



</td></tr><tr><td>

Used in agentic workflows

</td><td>

Change Management AI Orchestrator \(Readiness phase\)

</td></tr></tbody>
</table>