---
title: Use agentic AI in ServiceNow Otto for IT Service Management \(ITSM\)
description: Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-ai-agents-use-cases.html
release: australia
product: Now Assist for IT Service Management \(ITSM\)
classification: now-assist-for-it-service-management-itsm
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
keywords: [Now Assist, Agentic AI, generative AI, Gen AI]
breadcrumb: [ServiceNow Otto for IT Service Management \(ITSM\), IT Service Management]
---

# Use agentic AI in ServiceNow Otto for IT Service Management \(ITSM\)

Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.

## Agentic workflows in IT Service Management

For a list of IT Service Management AI agents, see [IT Service Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/itsm-ai-agents-overview.md).

<table id="table_lxk_lck_h2c"><thead><tr><th>

Product

</th><th>

Available agentic workflows

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

[IT Service Management application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-using-agentic-workflows-in-itsm.md)

</td><td>

Triage and categorize ITSM incidents

 Investigate and resolve ITSM incidents

 Manage Microsoft 365 group members

 Generate post incident reviews

 Generate change request plans

 Notify users withTwilio

 Incident assist

 Who is On Call

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

[Change management application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/change-management/now-assist-itsm-agentic-ai-in-change.md)

</td><td>

Assess conflicts for a change request

 Assess quality of a change request

 Explain SLA

 Schedule a change

 Suggest configuration items for a change request

 Create outages for a change request

 Create standard change request

 Create standard change template proposal

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

[Digital End-User Experience \(DEX\) application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/itsm-dex-ai-agents.md)

</td><td>

DEX issue diagnosis and resolution agentic workflow

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

[Incident Management application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/using-agentic-ai-workflow-im.md)

</td><td>

Wrap-up and resolve incident

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