This Agentic AI application has been designed to help SDMs by automating and optimising the handling of incidents in IT, support, and operational environments. By integrating intelligent analytics and real-time resource checks, it ensures faster resolution times, reduced manual effort, and improved team productivity.

- **AI-Driven SDM Assistance** – Built using ServiceNow AI Agent Studio to support Service Delivery Managers with intelligent, agentic workflows.
- **Modular Agentic Workflow** – Includes five focused modules:
- **SDM Buddy Summary** – Consolidated overview of open and pending tasks with a direct task table link.
- **Incident Management** – Identifies unresolved incidents, finds similar cases, and recommends optimal resolver assignment.
- **User Performance Reviewer** – Evaluates team members based on task efficiency, incident handling, and customer communication.
- **Task Prioritisation Advisor** – Ranks active tasks by priority and SLA risk to improve compliance.
- **Workload Balancer Assistant** – Detects overloaded or underutilised team members and suggests task redistribution.

- **Now Assist Panel Integration** – Runs directly within the Now Assist side panel for seamless in-platform interaction.
- **AI Search & GenAI Enabled** – Leverages AI Search and GenAI capabilities for intelligent recommendations and summaries.
- **Controlled Execution Flow** – Starts with a summary view and runs additional modules only upon user selection.
- **Security & Governance Ready** – Supports Now Assist Guardian for prompt injection protection and offensive content filtering.
- **Zurich Release Compatible** – Designed and tested specifically for the Zurich build of ServiceNow.