---
title: Change template suggestion AI agent
description: This AI agent identifies the most relevant change template and model for new change requests by analyzing request details and comparing them against available templates and historical data.
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-template-suggestion-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 template suggestion AI agent

This AI agent identifies the most relevant change template and model for new change requests by analyzing request details and comparing them against available templates and historical data.

## Workflow

This autonomous AI agent runs as part of the Create change request agent. The agent analyzes change request details and automatically selects the most appropriate change template and model from your organization's inventory.

1.  Autonomously retrieve the complete inventory of available change templates and models.
2.  Analyze the change request details provided by the parent Create change request agent.
3.  Apply large language model judgment to identify candidate templates based on relevance to the change request.
4.  If a template with sufficient confidence is identified, autonomously select it as the best-fit template and return it to the parent agent.
5.  If no template meets the confidence threshold, autonomously perform semantic search over past change requests created by members of the user's assignment group.
6.  Rank semantic search results by combining two factors: frequency of past use and relevance to the current request, weighting each factor roughly equally.
7.  Return the best-fit template identified through semantic search to the parent agent.

<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**

Get change models and templates

Get template/model recommendation from Similar Changes from the assignment group


</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 Orchestrator AI agent \(Readiness phase\)

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