0
15.0.1
Australia Patch 3, Australia Patch 2, Australia Patch 1, Australia, 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
- The L1 Service Desk AI Specialist now detects knowledge gaps and automatically creates a Knowledge Feedback Task when KB search returns no results above the configured relevance threshold, enabling managers to create missing articles.
- Knowledge feedback tasks are now deduplicated — the system checks for existing open tasks with matching category and subcategory within a lookback window before creating a new one, preventing task noise for gaps like password resets.
- The Change Quality Agent now persists quality scores per change record — including timestamps and contributing factors — available for dashboards, audits, and risk-detection workflows.
- A new KB article usage section on the AI Agent Studio Performance dashboard shows which articles the AI Specialist used during autonomous resolution.
- The AI Specialist now persists the Skill applied per incident evaluation onto the record. A new Skill filter on the AIS Performance Dashboard lets managers segment performance by capability area.
- The Insights and Opportunities for Incident dashboard in Service Operations Workspace aggregates incidents into trend categories with AI-generated summaries, SLA performance, sentiment, channel adoption, and geographic distribution, giving incident managers a consolidated view of incident patterns with drill-down views into individual records.
- IT administrators can now configure Change Management through an AI-native conversational agent in the Product Console, guided through approvals, risk scoring, and workflows via natural language.
- The ZTS AI L1 Service Desk Specialist now supports real-time conversational engagement via Microsoft Teams or Slack, replacing the asynchronous activity stream with a consent-driven experience.
- A new agentic solution for SharePoint access issues autonomously handles L1 scenarios including access requests, file failures, and permission mismatches, reducing resolution time from hours to minutes.
- Changed
- The AI Specialist Performance Dashboard now includes revised productivity metrics measuring incidents attempted against total count for a more accurate resolution baseline.
- Targeted enhancements to the L1 Service Desk AI Specialist improve reliability and consistency based on quality feedback from recent releases.
- The Create Incident AI Agent has been migrated to a Hierarchical Agent model, resolving hallucination and rendering issues on NextWave and removing the VA dependency.
- The Create Incident AI Agent has been updated for full NextWave off-glide orchestrator compatibility, resolving functional deviation issues from GA readiness testing.
- Fixed
- Platform skills not appearing in the Now Assist Skills admin panel (even with ignoreFulfillerSubscriptionCheck enabled) have been resolved.
- Display and interaction issues in the Recommended Actions panel have been resolved: misaligned loading indicator, non-functional search icon, footer-obscured filters, and incorrect cursor on non-clickable content.
- Removed
- Suggested Steps has been deprecated and removed. Customers should transition to AI-driven recommendations in Now Assist for ITSM.
- Required plugins and products:
- Now Assist for Platform (11.2.0)
- ITSM Virtual Agent Conversations (9.3.3)
- Recommended Actions for ITSM (3.3.1)
- IT Service Management AI agent collection (8.0.3)
- If using Service Operations Workspace:
- Service Operations Workspace (Zurich: 8.6.0, Australia: 9.1.1)