Introduction to Agentic AISummary<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Recommended Release Xanadu Patch 7Yokohama Patch 1 What is Agentic AI? Agentic AI is an industry term, not specific to ServiceNow. It has a distinction from the more-familiar term 'Generative AI.' While Generative AI is very useful for... generating... a response (text, image, etc...) based on a given prompt, Agentic AI allows for dynamic task execution for desired processes. This is why the term 'autonomous' is often used when describing Agentic AI.(Either within or outside the landscape of ServiceNow). It is assisting to complete tasks. ServiceNow Agentic AI Offering In ServiceNow, Agentic AI uses a number of configurable entities - called 'AI Agents' - to complete a desired Use Case(now called Agentic Workflow). This Now Assist AI Agents video provides a brief overview and description.By definition in the ServiceNow ecosystem, An AI Agent is a set of large language model (LLM) instructions and tools that can perform specific tasks. These are configured and maintained in the AI Agent Studio.A more generous overview of AI Agents and their capabilities is located here. What is a Use Case/Agentic Workflow? A 'Use Case' is the business problem you want to solve. This is documented here in Xanadu documentation.An 'Agentic Workflow' is also the business problem you want to solve. This is documented here in Yokohama documentation.Yes, this is a terminology modification between the family releases. So for the sake of concept, 'Use Case' or 'Agentic Workflow' represent the same piece of the puzzle. Going forward, we should see the term as 'Agentic Workflow.'In AI Agent Studio, you must define an Agentic Workflow, and connect it with an AI agent (or more) to get a resolution plan.The Agentic Workflow is triggered or invoked based on the configurations within AI Agent Studio.The level of task execution autonomy - with or without user guardrails - is configurable within the AI Agent Studio. AI Agent Studio As the documentation states, the Agent Studio on your ServiceNow instance is where you will create, manage, or test AI agents and Agentic Workflows.All this functionality is included with the Now Assist AI Agents application. AI agents aren't standalone applications that you can install directly. To enable AI agents on your instance, you must install and activate other Now Assist applications that include AI agents, such as Now Assist for IT Service Management (ITSM) or Now Assist for Customer Service Management (CSM). Now Assist Skills - Now Assist Skills are Generative AI tools that allow developers to leverage AI in ServiceNow. Although AI Agents can utilize Now Assist Skills as part of their 'Tools and Information' configuration, the skills management is a separate AI Experience within ServiceNow. This is called the Now Assist Skill Kit.Related Links<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Install Now Assist AI Agents AI Agent Studio Create an AI agent Create an Agentic Workflow/Use Case AI Agent Reference Material