0
16.0.3
Australia Patch 4, Australia Patch 3, Australia Patch 2, Australia Patch 1, Australia, Zurich Patch 11, Zurich Patch 10, Zurich Patch 9, 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.
New
- Routing mode selector for Reassign tasks — A new out-of-the-box selector lets AI Admins choose Router (recommended) or Script for the AI Specialist without editing worker-template configuration.
- In-form ticket deflection in Service Portal — An AI pipeline embedded in the ticket-creation form classifies intent, enriches context, retrieves knowledge, and suggests a resolution before a ticket is submitted.
- Device remediation from ITSM workflows (Intune & Jamf) — Agents can trigger endpoint remediation directly from Incident, Task, and Change without switching to external MDM consoles.
- Toggle to enable/disable KFT creation — A new on/off control on the AI Specialist worker template governs whether a Knowledge Fulfillment Task is created when a resolution cites no knowledge article (enabled by default).
Changed
- Conversational Analytics dashboard (Phase 2) — Adds a topic detail page, Now Assist Data Explorer integration, standardized visualizations, and improved topics tables.
- Default model change — Now LLM is no longer the default model for ITSM skills and agents; each now defaults to an optimal small third-party model (large third-party models require approval).
- Slow Computer SME AI Agents honor L1 Specialist Configuration — Agents now check enable, consent, and approval settings and read action details from the Remedial Action Framework before acting.
- Zscaler & SharePoint SME AI Agents honor L1 Specialist Configuration — The same configuration-aware behavior extended to these agents.
- Routing-criteria analytics on the AIS Performance Dashboard — A new reassignment reason and per-criteria counts show when the AI Specialist reassigned an incident due to a routing-criteria match.
- Remedial Action Framework extended to non-device actions — RAF now registers non-device actions (e.g., SharePoint access, fulfillment flows, catalog items) alongside device actions as the single action registry.
- Richer AI Specialist work notes — Investigation and resolution work notes get consolidated formatting and clickable links to cited KB articles, similar incidents, and related records.
Fixed
- Nothing was removed in this release.
Removed
- Nothing was removed in this release.
- Required plugins and products:
- Now Assist for Platform (12.1.1)
- ITSM Virtual Agent Conversations (9.3.2)
- Recommended Actions for ITSM (3.3.0)
- IT Service Management AI agent collection (10.0.1)
- If using Service Operations Workspace:
- Service Operations Workspace (Zurich: 8.6.0, Australia: 9.1.1)