Zero Touch Service Desk (ZTSD) for Priority 3 & Priority 4 Cases <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Overview Zero Touch Service Desk (ZTSD) is an AI-powered capability within Now Support that assists with faster resolution of eligible Priority 3 (P3) & Priority 4 (P4) support cases and selected topics. ZTSD uses AI-assisted analysis and research to recommend solutions while maintaining ServiceNow security, access controls, and SLA commitments. Scope Applies to Priority 3 (P3) & Priority 4(P4) cases only Limited to Admin type of cases for designated categories Scope may expand based on performance and feedback How ZTSD Works For eligible P3 & P4 cases, ZTSD may: Analyse case details, attachments, and steps to reproduce Research solutions from product documentation, knowledge articles, known errors, and past cases Request additional information when required Propose validated resolution recommendations tailored to your issue If instance access is required, ZTSD operates in read-only mode and follows SNC Access Control guidelines/approval and is consistent with ServiceNow Technical Support Engineers. Customers have visibility into whether a case is handled using AI-assisted workflows or human support. Below screenshot depicts AI proposed solution for a case -> Customer Control and Oversight Customers may accept or reject AI-recommended solutions Rejected recommendations automatically route the case to a ServiceNow Customer Support Engineer Human oversight is maintained throughout the case lifecycle Service Level Agreements (SLAs) All existing SLA commitments remain unchanged and continue to apply to cases supported by ZTSD. Frequently Asked Questions Which cases are supported by ZTSD? ZTSD supports eligible Priority 3 (P3) & Priority 4 (P4) cases for designated categories during the pilot phase. Does ZTSD replace human support engineers? No. ZTSD augments ServiceNow Support. Customers can always continue with a human support engineer, if ZTSD fails to provide the solution. Can I reject an AI-proposed solution? Yes. Rejecting AI provided resolution routes the case to a ServiceNow Customer Support Engineer. Does ZTSD access my ServiceNow instance? If required, access is read-only and governed by the same security controls as human engineers. Are SLAs impacted? No. All existing SLAs remain fully in effect. What if something doesn't look right? Update the case notes in Now Support. A human support engineer will review the case. Feedback Feedback can be shared through the case survey or via your Support Account Manager.