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ℹ️ For similar topics, I have written individual articles:

➡️ Generative AI (Controller)

➡️ Now Assist

Table of Contents
What is Agentic AI? Trainings & Courses Articles & Blog Posts Videos & Podcasts Troubleshooting

My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.

For this reason, I have decided to handle such topics in individual community articles like this one instead.

What is Agentic AI?

ServiceNow's Agentic AI represents a significant advancement in enterprise automation, moving beyond traditional chatbots to create AI agents that can autonomously handle complex tasks across departments. Unveiled in January 2025, ServiceNow's AI Agent Orchestrator serves as a control tower that coordinates specialized AI agents working together across systems and workflows. These agents have access to billions of pieces of information and millions of automations within the ServiceNow platform, enabling them to understand business contexts, adapt to needs, and take autonomous actions to complete work. Unlike single-function AI solutions, ServiceNow's approach integrates AI directly into its unified platform architecture, allowing for seamless collaboration between agents handling different aspects of complex processes like customer onboarding or incident resolution. With thousands of pre-built AI agents for IT, customer service, HR, and other functions, plus the AI Agent Studio for building custom agents, organizations can implement intelligent automation across various industries including healthcare, finance, manufacturing, and public sector services to reduce manual workloads, accelerate decision-making, and enhance customer experiences.

Product Information

Entry point to the official product information

Product Documentation

Entry point to the official product documentation

Solution Brief

Summarized information in one PDF document

AI Agents - Get Started

The implementation guide helps implementers better adopt the product by providing the broader context with best practices for critical actions that need to be taken during an implementation.

AI Agents - Initiate

The implementation guide helps implementers better adopt the product by providing the broader context with best practices for critical actions that need to be taken during an implementation.

AI Agents - Plan

The implementation guide helps implementers better adopt the product by providing the broader context with best practices for critical actions that need to be taken during an implementation.

AI Agents FAQ and Troubleshooting

Trainings & Courses

Now Assist AI Agents

Get familiar with agentic AI and how AI agents increase productivity across every person and process.

Articles & Blog Posts

2025-02-13 by @SylvainHauserN2

AI Agents: Hands-On Demo + Setup Walkthrough

Looking to build your first AI agent? This article is for you!

2025-02-21 by @ChrisSteinke2

A simple AI Agent - the most valuable solution I have ever created

I know we all say that Generative AI has a huge potential, but it didn't hit home until I implemented probably the coolest and most valuable feature I have ever implemented in about 2 hours. Check out this Project / Portfolio use case, which can be applied to any area.

2025-03-12 by @Goran WitchDoc

AI Agent Orchestrator in ServiceNow: Transforming Enterprise Automation

In today’s fast-paced digital landscape, businesses are inundated with tasks that span multiple systems and departments. ServiceNow has introduced AI Agent Orchestrator, a groundbreaking capability designed to coordinate and optimize the performance of AI agents across the platform. But what does this mean for you as a ServiceNow user, architect, or developer? Let’s dive in.

2025-03-12 by @Victor Chen

Introducing AI Agents: Unlock autonomous productivity at scale

By now you've undoubtedly heard of Agentic AI powered by large language models that autonomously plans, reasons, and takes proactive actions. It has the ability to transform automation from pre-scripted workflows to dynamic problem-solving. This exciting innovation now comes natively to the ServiceNow Platform in our latest release. In the Yokohama GA release, AI Agents is available to all customers who have Now Assist!

2025-03-21 by @John Zhang1

Agentic AI (AI Agent) Development Guidelines and Use Cases (Hands-on Experience)

The propose of this blog is to walkthrough the Agentic AI development steps so you are able to use this blog as a reference to build your own Agentic AI solution.

2025-04-04 by @Victor Chen

AI Agent tools – Getting the most out of your agentic workflows

AI Agent tools are essential to bringing your AI Agents from intelligence to action. See below for tips on how to optimize the usage of AI Agent tools.

Videos & Podcasts

2025-01-25 by ServiceNow Dev Program

What Is Agentic AI and Why Should I Care?

In today’s solo-Lauren episode of Break Point, we will be diving into the hottest topic on the market - Agentic AI - specifically what it is, how it's being utilized on the ServiceNow platform, and why this is such a big deal for developers!

2025-02-25 by Quentin

AI-Powered Automation: ServiceNow AI Agent + Workflow Data Fabric in Action

ServiceNow AI Agent in action as it seamlessly integrates with Workflow Data Fabric to automate decision-making and execute actions across external systems. In this demo, the AI Agent intelligently processes a request, leverages real-time data insights, and takes the right steps to fulfill it—demonstrating the power of AI-driven automation.

2025-03-17 by ServiceNow Dev Program

AI Agent Studio: The Next Evolution in Intelligent Workflows

In a recent live session, Victor Chen takes us through the capabilities of AI Agent Studio, showing how it extends beyond traditional automation by allowing AI-driven decision-making within workflows.

2025-03-17 by Daniel's ServiceNow Bytes

How to Configure a ServiceNow AI Agent

In this step-by-step tutorial, I'll show you how to configure a ServiceNow AI agent to pull information from the Open Movie Database (OMDB) and store it in ServiceNow, all without writing a single line of code! Whether you're a beginner or an experienced user, this guide will help you set up the AI agent quickly and efficiently.

2025-03-20 by ServiceNow Community

Protecting sensitive data when using AI Agents and Now Assist

In this video, you'll learn how you can protect your organization's sensitive data when using AI Agents and Now Assist.

2025-03-25 by ServiceNow Community

Resolution Notes Coach - Improve Resolution Notes with AI Agents

Boost the quality of your resolution notes with by using AI Agents to create a Resolution Notes Coach! Built using the Now Assist Skill Kit (NASK) & Flow Designer, this innovative solution leverages AI to score resolution notes based on quality and provide actionable guidance for improvement. What makes it unique? Instead of using a UI Action, we call the Skill Kit Skill from a Flow, parsing the LLM’s response to extract both a quality score and specific improvement suggestions, all from a single prompt!

2025-03-25 by ServiceNow Fast

Building a ServiceNow AI Agent to Automate Travel Approvals in Under 10 Minutes

Manual travel approvals taking too long? In this video, we show how to streamline and automate the process using ServiceNow AI Agents — from identifying the bottleneck to building and deploying a fully functional AI-powered approval workflow.

2025-04-03 by ServiceNow Adventures with Anders

ServiceNow Adventures with Anders - Trying out AI Agents - part 1

AI Agents are HERE, so let's them to work! Let's learn how they work, together, the hard way - let's just dive into it, not read docs, not ask for help, and just hammer away on the keys. On a serious note - as an architect, I believe that to truly understand something, we need to play around with it, make mistakes, get some wins and take some losses. In the end, the goal is to understand something well enough to deliver great outcomes to our customers!

2025-04-04 by ServiceNow Community

Feature Shorts: Triage Cases (Admin Experience)

Let's discover how system administrators can leverage CSM's first AI Agent Collection to triage cases through intent and sentiment analysis, verification of case, attachments and customer data in order to provide with the most contextual and effective responses for your customers

Troubleshooting

Known Error Portal

Pre-configured filter for the respective topic. Remove the query string or modify the filters on the left side if you want to narrow down the search results in a different way.

Selected Articles

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