Prime is the top tier for organizations ready to put AI to work independently, enabling requesters to build the assistants they need and fulfillers to onboard AI Specialists that own entire jobs. AI completes work end-to-end — fully independent, making decisions, and operating with role-based expertise through custom AI Specialists, Agents, and Skills. On the requester side, Moveworks provides a conversational layer purpose-built for each team and use case, with the ability to build custom Specialized Assistants tailored to any domain and connect any enterprise system with custom plugins. On the fulfiller side, Now Assist onboards AI Specialists to the service desk that handle entire jobs from start to finish — deploying AI specialists trained on your L1 workflows and building custom AI Specialists, Agents, and Skills scoped to specific L1 roles. Prime is for organizations that want fulfillers focused only on the work that truly requires human judgment.

In addition to the Advanced SKU features,

Additional Entitled Apps:

- App Engine Starter (50)
- Continual Improvement
- DevOps Change Velocity
- Digital Portfolio Management
- Digital Product Release
- Platform Analytics Advanced for ITSM
- Predictive Intelligence
- Problem RCA (in dev)
- Audit & Compliance Automation (in dev)
- Universal Request Pro

Additional AI for Requester:

- OOTB Requestor Now Assist Voice AI Agents (voice-based incident/request creation)

Additional AI for Fulfiller:

- Autonomous Resolution: L1 SDS with SME resolver agents, DEX actions on end devices
- Problem Mgmt & RCA: Problem recommendation, root cause analysis
- Change Mgmt: DevOps change summarization & risk explanation, schedule changes & conflict resolution, failed change analysis, change risk & impact assessment, risk mitigation, change approval summary
- Shift-Left Release Lifecycle: Release notes generation, weekly release status updates, agent-to-agent DevOps integrations, code commit/work item-based change detail generation, release risk & mitigation
- Audit & Compliance: Evidence collection agent, compliance validation agents

AI Customization: Create custom AI Agents (full access to AI Agent Studio)