0
2.2.2
Australia Patch 4, Australia Patch 3, Australia Patch 2, Australia Patch 1
Generative AI
Prime is the top tier for organizations ready to put AI to work independently, enabling requesters to build the assistants they need and fulfillers to onboard AI Specialists that own entire jobs. AI completes work end-to-end — fully independent, making decisions, and operating with role-based expertise through custom AI Specialists, Agents, and Skills. On the requester side, Moveworks provides a conversational layer purpose-built for each team and use case, with the ability to build custom Specialized Assistants tailored to any domain and connect any enterprise system with custom plugins. On the fulfiller side, Now Assist onboards AI Specialists to the service desk that handle entire jobs from start to finish — deploying AI specialists trained on your L1 workflows and building custom AI Specialists, Agents, and Skills scoped to specific L1 roles. Prime is for organizations that want fulfillers focused only on the work that truly requires human judgment.
In addition to the Advanced SKU features,
Additional Entitled Apps:
- App Engine Starter (50)
- Continual Improvement
- DevOps Change Velocity
- Digital Portfolio Management
- Digital Product Release
- Platform Analytics Advanced for ITSM
- Predictive Intelligence
- Problem RCA (in dev)
- Audit & Compliance Automation (in dev)
- Universal Request Pro
Additional AI for Requester:
- OOTB Requestor Now Assist Voice AI Agents (voice-based incident/request creation)
Additional AI for Fulfiller:
- Autonomous Resolution: L1 SDS with SME resolver agents, DEX actions on end devices
- Problem Mgmt & RCA: Problem recommendation, root cause analysis
- Change Mgmt: DevOps change summarization & risk explanation, schedule changes & conflict resolution, failed change analysis, change risk & impact assessment, risk mitigation, change approval summary
- Shift-Left Release Lifecycle: Release notes generation, weekly release status updates, agent-to-agent DevOps integrations, code commit/work item-based change detail generation, release risk & mitigation
- Audit & Compliance: Evidence collection agent, compliance validation agents
AI Customization: Create custom AI Agents (full access to AI Agent Studio)
New
- AI Quality Assessment for the L1 AI Specialist — Automatically scores the AI Specialist's incident resolutions inside the Coaching application, so teams can measure resolution quality at enterprise volume and catch regressions instead of manually sampling.
- 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).
- Specialized Resolutions onboarding in L1 Specialist Configuration — A new section where admins can discover every available SME AI Agent, view prerequisites and setup readiness, and enable or disable each one for the ZTS L1 Specialist flow.
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.
- DEX performance tab extended to all ZTS AI Agent actions — Now reports both device and non-device action performance, with drill-down.
- 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:
- ITSM - Advanced
- Now Assist for Platform Prime