0
13.0.10
Australia Patch 1, Australia, Zurich Patch 8, Zurich Patch 7, Zurich Patch 5, Zurich Patch 4, Zurich Patch 2, Zurich Patch 1, Zurich, Yokohama Patch 11, Yokohama Patch 8, Yokohama Patch 6, Yokohama Patch 3, Yokohama Patch 1, Yokohama, Xanadu Patch 10, Xanadu Patch 9, Xanadu Patch 7, Xanadu Patch 6, Xanadu Patch 3, Xanadu Patch 1, Xanadu
Generative AI
Now Assist for ITSM is our out-of-the-box GenAI application purpose built to assist IT agents and create self service opportunities by providing agents dynamic, contextual assists at key inflection points throughout and incident’s lifecycle from which self service content can be seamlessly generated.
AI Agent:
- Prebuilt ITSM AI Agent collection to help agents triage and work incidents and changes.
For Employees:
- Now Assist Virtual Agent integrated with Slack
- Enable your requestors to interact with the Now Assist Virtual Agent while remaining in Slack.
For Agents
- Knowledge creation from a group of similar incidents
- Enable agents, domain SMEs, and knowledge managers to generate a knowledge article from a group of similar incidents to lower the overhead of managing multiple knowledge articles, craft higher quality knowledge articles, and enable more effective self-service.
- AI Search integrated with Recommended Actions in Service Operations Workspace
- Enable agents to search across knowledge articles, incidents, changes, etc. to triage the task at-hand within Service Operations Workspace.
- Change request summarization
- Enable developers, change managers, and everyone in the change ecosystem to assess and understand the risk, impact, approval criteria, and back-out plan(s) associated to a change.
- Task Intelligence for similar incidents in Service Operations Workspace
- Enable admins to train, fine-tune, deploy, and monitor ML solutions with agility.
- Live agent chat and email reply recommendations. Agents can also get email template and content edit recommendations.
- Enable agents with recommended replies and answers to common questions to enable faster time to resolution.
- Sidebar chat summarization
- Enrich the quality of information documented in incident, change, and other task records to generate effective resolution notes and knowledge articles by automatically summarizing and posting sidebar chat summaries to records. Supported in both coreUI (with Next Experience enabled) and Service Operations Workspace
- AI-generated release notes in Digital Product Release: Automatically create clear, contextual release summaries using AI, using standard artifacts for accuracy.
Now Assist for ITSM release notes (Australia)
- New
- Generate summaries of Request Management records - Summarization skills for Requests, Requested Items, and Catalog tasks in both Core UI and Service Operations Workspace
- Activity Response Generation for Requests - Activity response generation skills for Requests and Requested Items in both Core UI and Service Operations Workspace
- Changed
- Change Request Risk Explanation - Skill configuration moved to NASK
- Change Request Summarization - Skill configuration moved to NASK
- Digital Product Release: The Generate Release Notes skill, which generates AI-powered release notes for product and service releases, is active by default.
- Fixed - Not Applicable
- Removed - Not Applicable
- Required plugins and products:
- Now Assist for Platform (11.0.1)
- ITSM Virtual Agent Conversations (9.3.2)
- Recommended Actions for ITSM (3.3.0)
- IT Service Management AI agent collection (6.0.5)
- If using Service Operations Workspace:
- Service Operations Workspace (Australia: 9.0.2)