IT Service Management

ServiceNow IT Service Management (ITSM), including the Incident Management application and the ServiceNow Otto for ITSM (sn_itsm_gen_ai) agentic AI workflows documented for the Australia release.

AI capabilities recorded

• Triage and Categorize ITSM Incidents Agentic Workflow

  Active · verified 2026-09-18

  A ServiceNow agentic workflow in IT Service Management that runs a team of three AI agents to autonomously set an incident's category and subcategory, assign service, service offering and configuration item, and link the incident to a related major incident or problem. Documented for the Australia release.