ServiceNow AI Agent

The ServiceNow AI Agent is a an AI Agent that connects Autom Mate with ServiceNow ITSM.

It enables users to interact with ServiceNow using natural language while allowing controlled execution of actions through Autom Mate.

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Overview

The agent allows users to:

• Retrieve and view incidents

• View resolved incidents

• Add notes to incidents

• Search knowledge base articles

• Discover service catalog items

• Create incidents

It works across conversational channels while keeping ServiceNow as the system of record.

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Prerequisites

Before deploying the agent, ensure:

Autom Mate

• Access to AI Agent Composer 👉 AI Agent Composer

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ServiceNow

You must have:

• ServiceNow instance URL

  • Example: https://your-instance.service-now.com

• Credentials configured in Autom Mate Vault 👉 Vault

Supported authentication:

• Basic Authentication

• OAuth

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Required Permissions

ServiceNow user must have:

• Incident table (incident) → Create, Read, Update

• Knowledge Base (kb_knowledge) → Read

• Service Catalog (sc_request / related) → Read

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Deploy the Agent

The ServiceNow AI Agent is pre-built and deployed through AI Agent Composer.

Step 1 — Open AI Agent Composer

👉 AI Agent Composer

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Step 2 — Import / Create Agent

Use the ready-made ServiceNow AI Agent template.

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Step 3 — Configure Credentials

• Connect your ServiceNow credential from Vault

• Ensure correct instance URL and authentication

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Step 4 — Configure Knowledge

To enable knowledge retrieval:

• Go to Knowledge → Applications

• Select ServiceNow

• Connect your ServiceNow instance

This allows the agent to access:

• Knowledge articles

• Service-related data

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Step 5 — Configure Channels

Enable one or more channels:

• WhatsApp

• Microsoft Teams

• Mate Chat

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Step 6 — Test in Playground

Before going live:

• Test interactions in Playground

• Verify knowledge retrieval and actions

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Capabilities (Out-of-the-Box)

The ServiceNow AI Agent includes the following actions:

Incident Management

• Retrieve incident details

• View incident status

• View resolved incidents

• Add notes to incidents

• Create incidents

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Knowledge Access

• Search knowledge articles

• Summarize results

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Service Discovery

• Identify relevant service catalog items

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How It Works

1. User sends a message via a channel

2. AI model interprets the request

3. Autom Mate selects the appropriate skill

4. ServiceNow API is called

5. Response is returned to the user

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Execution Model

• AI handles understanding and decision making

• Autom Mate handles execution and integrations

• ServiceNow remains the system of record

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Safety and Permissions

By default:

• The agent supports read operations

• Write capabilities include:

  • Create incident

  • Add notes

All actions are executed using configured credentials and permissions.

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Extending the Agent

The agent can be extended using Autom Mate workflows.

Examples:

• Identity workflows (password reset, unlock account)

• Device diagnostics and remediation

• Application health checks

• Cross-system incident resolution

This allows the agent to evolve from: → assistant to → automation execution layer

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Channels

The ServiceNow AI Agent can be used through:

• WhatsApp

• Microsoft Teams

• Mate Chat

Each channel provides the same capabilities through different interfaces.

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Summary

The ServiceNow AI Agent provides a fast way to:

• Enable conversational access to ServiceNow

• Reduce dependency on the ServiceNow UI

• Automate service interactions

• Extend into cross-system workflows

All while maintaining control, permissions, and auditability.