AI agents, skills, and agentic workflows on by default

Starting with the Zurich Patch 4 release, some AI agents, generative AI skills, and agentic workflows are turned on by default in the ServiceNow AI Platform.

Important: Some generative AI skills, agents, and agentic workflows are turned on by default. The default behavior works as follows:

• New customers

  When you install an AI product, designated generative AI skills, AI agents, or agentic workflows are turned on automatically.

• Existing customers who are upgrading (starting with Zurich Patch 4)

  There is no change to skills, agents, or agentic workflows that are currently enabled and customized.

  An AI asset is turned on if:

  • The AI plugin is installed, but the asset was never turned on.

  • An admin has never adjusted roles for the skill. An AI asset is not turned on if:

  • The asset was previously turned on, and then turned off again.

  • An admin has adjusted roles for the asset.

For more information, see AI agents, skills, and agentic workflows on by default.

Note: Some workflow skills support ServiceNow Otto functionality. Deactivating these skills can negatively affect some features.

Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.

AI assets that are on by default

For a list of changes by release, see Release notes.

Product Type Asset name Effective date Enterprise Asset Management Agentic workflow Help repair enterprise assets April 9, 2026 Impact Skill Outcome summarization December 11, 2025 ServiceNow Otto for Accounts Payable Operations (APO) Skill Invoice case summarization December 11, 2025 Purchase order summarization December 11, 2025 ServiceNow Otto for Collaborative Work Management (CWM) (CWM) Skill Acceptance criteria generation December 11, 2025 Doc generation December 11, 2025 Task generation December 11, 2025 ServiceNow Otto for Configuration Management Database (CMDB) Skill Configuration item (CI) summarization December 11, 2025 Manage duplicate CIs December 11, 2025 Service Graph Connector diagnosis December 11, 2025 Summarize CMDB readiness July 9, 2026 Agentic workflow Search CMDB December 11, 2025 Contract Management Pro Skill Contracts query enhancer December 11, 2025 Contracts query classifier April 9, 2026 Duration to days converter December 11, 2025 Search contract with contextual input December 11, 2025 ServiceNow Otto for Core Business Suite (CBS) Agent CBS bulk upload agent April 9, 2026 CBS configuration agent April 9, 2026 IA orchestration agent April 9, 2026 Manage groups and roles agent April 9, 2026 Notification agent April 9, 2026 Skill Next Best Action April 9, 2026 Error Resolution April 9, 2026 Agentic workflow AI agentic workflow for the CBS setup April 9, 2026 ServiceNow Otto for Creator Skill Spoke generation December 11, 2025 Playbook summarization June 11, 2026 ServiceNow Otto for Customer Service Management (CSM) Skill Live Agent Assist - Followup Query Enhancer April 9, 2026 Live Agent Assist - Interaction Analyser July 9, 2026 Live Agent Assist - KG Query Generator July 9, 2026 Live Agent Assist - Recommendation Generator July 9, 2026 Agent Live Agent Assist July 9, 2026 AI voice April 9, 2026 Update case AI voice June 11, 2026 ServiceNow Otto for Employee Experience Skill Case summarization for approvals April 9, 2026 Requested item summarization for approvals April 9, 2026 Request summarization for approvals April 9, 2026 ServiceNow Otto for Enterprise Architecture (EA) Skill ADR DOC actions December 11, 2025 ADR DOC summarization December 11, 2025 Business application insights December 11, 2025 Create diagram from image June 11, 2026 Diagram change analysis December 11, 2025 Refine text December 11, 2025 Agent Enterprise Architecture query agent   Operational Sustainability Management (formerly Environmental, Social, and Governance) Skill Extract data from utility invoices December 11, 2025 ServiceNow Otto for Hardware Asset Management (HAM) Agent User resolution mapping agent December 11, 2025 Skill Generate hardware asset insights April 9, 2026 Agentic workflow Help repair hardware assets December 11, 2025 ServiceNow Otto for Health and Safety Skill Incident summarization December 11, 2025 H&S Action Planner June 11, 2026 ServiceNow Otto for Integrated Risk Management (IRM) Skill Common control objective creation December 11, 2025 Control objective impact analyzer December 11, 2025 Issue summarization December 11, 2025 Recommendation of similar control objectives December 11, 2025 Regulatory alert summarization December 11, 2025 Regulatory alert impacted citations December 11, 2025 Regulatory alert impacted control objectives December 11, 2025 Regulatory alert impacted controls December 11, 2025 Regulatory alert impacted policies December 11, 2025 Risk assessment summarization December 11, 2025 Risk event summarization December 11, 2025 Agent Control objective change agent December 11, 2025 Regulatory change task planning agent December 11, 2025 Report an issue June 11, 2026 Risk suggestion AI agent December 11, 2025 Agentic workflow Get regulatory analysis December 11, 2025 Generate regulatory action plans December 11, 2025 Suggest potential risks December 11, 2025 Optimize issue resolution June 11, 2026 IT Operations Management Skill Analyze service health March 12, 2026 Analyze service observability dashboard March 12, 2026 Alert analysis January 20, 2026 Alert investigation January 20, 2026 Agentic workflow Manage alerts autonomously January 20, 2026 Analyze alert impact June 11, 2026 Agent Azure Monitor MCP Server August 6, 2026 AWS Observability June 11, 2026 SolarWinds Observability June 11, 2026 Datadog APM MCP Server June 11, 2026 Dynatrace MCP Server June 11, 2026 Gemini Cloud Assist A2A Investigation August 6, 2026 Kentik analysis June 11, 2026 New Relic MCP Server June 11, 2026 Prometheus API June 11, 2026 Prometheus Observability July 9, 2026 Splunk MCP Server June 11, 2026 Splunk Observability August 6, 2026 Service level objective (SLO) creator March 12, 2026 ThousandEyes Observability June 11, 2026 ServiceNow Otto for IT Service Management (ITSM) Skill Change request summarization December 11, 2025 Chat summarization December 11, 2025 Generate change risk assessments answers and reasoning July 9, 2026 Incident summarization December 11, 2025 KB generation April 9, 2026 Resolution notes generation April 9, 2026 Chat reply recommendation April 9, 2026 Investigate boot time issues April 9, 2026 Investigate Zoom call quality issues April 9, 2026 Agentic workflow Incident assist April 9, 2026 Legal Service Delivery Skill Legal matter summarization December 11, 2025 Legal request summarization December 11, 2025 Conversational intake for Conflict of Interest request March 12, 2026 Agentic workflow Triage legal requests December 11, 2025 ServiceNow Otto for Manufacturing Commercial Operations Skill Enhance non conformance description March 12, 2026 Agent Plan and execute recall campaign phases and sub-phases March 12, 2026 Operational Technology (OT) Manager Foundation Skill Search for a related record December 11, 2025 Agentic workflow Import OT device spreadsheet into OT CMDB December 11, 2025 ServiceNow Otto for Operational Technology (OT) Service Management Skill OT incident summarization March 12, 2026 OT resolution notes generation March 12, 2026 Agentic workflow Generate OT KB articles agentic workflow March 12, 2026 ServiceNow Otto for Privacy Management Skill Common control objective creation December 11, 2025 Control objective impact analyzer December 11, 2025 Recommendation of similar control objectives December 11, 2025 Risk assessment summary December 11, 2025 Public Sector Digital Services (PSDS) Agent Investigative Case Management AI agents March 12, 2026 ServiceNow Otto for Purchase Order Management (POM) Agentic workflow Define PO exception mitigation strategy March 12, 2026 Intent to Action March 12, 2026 ServiceNow Otto for Security Incident Response (SIR) Skill Correlation insights generation December 11, 2025 Post-incident analysis December 11, 2025 Resolution notes generation December 11, 2025 Security incident quality assessment December 11, 2025 Security incident recommended actions December 11, 2025 Security incident summarization December 11, 2025 Agentic workflow Analyze security operations metrics March 12, 2026 Close security incident March 12, 2026 Generate SIR shift handover report March 12, 2026 Resolve security incident March 12, 2026 ServiceNow Otto for Software Asset Management (SAM) Skill Publisher compliance summarization December 11, 2025 Product compliance summarization December 11, 2025 Recommended actions December 11, 2025 SaaS user resolution December 11, 2025 Error log summarization April 9, 2026 Error resolution recommendation April 9, 2026 Contract entitlement data extraction April 9, 2026 Product match reviewer June 11, 2026 Software normalization June 11, 2026 Agentic workflow Reclamation rule creation December 11, 2025 Removal candidate evaluation December 11, 2025 ServiceNow Otto for Strategic Portfolio Management Skill EAP doc summarization December 11, 2025 Identify similar records December 11, 2025 Multi feedback summarization December 11, 2025 Planning item doc summarization December 11, 2025 Project doc summarization December 11, 2025 Project insights generation December 11, 2025 Refine records December 11, 2025 Target generation December 11, 2025 Demand summarization March 12, 2026 Agentic workflow Create stories December 11, 2025 Monitor project tasks December 11, 2025 ServiceNow Otto for Sourcing and Procurement Operations (SPO) Skill Negotiation summarization December 11, 2025 Procurement case summarization December 11, 2025 Purchase requisition summarization December 11, 2025 Sourcing event summarization December 11, 2025 Sourcing request summarization December 11, 2025 ServiceNow Otto for Supplier Lifecycle Operations (SLO) Skill Supplier case summarization December 11, 2025 Supplier performance summarization March 12, 2026 Email response March 12, 2026 Sentiment analysis March 12, 2026 ServiceNow Otto for Sales Customer Relationship Management for Telecommunications Agent Move order voice AI March 12, 2026 ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Agentic workflow Squad resource identifier March 12, 2026 Product release email communication March 12, 2026 Agent Service Exchange Knowledge Assistant July 9, 2026 GRC: Third-party Risk Management (TPRM) Skill TPRM issue summarization December 11, 2025 TPRM issue recommendation March 12, 2026 ServiceNow Otto for Threat Intelligence Security Center (TISC) (TISC) Skill TISC case summarization June 11, 2026 TISC report authoring July 9, 2026 Vulnerability Response Skill Generate remediation assistance December 11, 2025 Now Assist recommendation December 11, 2025 SEM insights December 11, 2025 SPC setup connector December 11, 2025 Suggest vulnerability solutions December 11, 2025 Vulnerable item deduplication December 11, 2025 ServiceNow Otto for Vault Agentic workflow Access observer configuration April 9, 2026 Field encryption with Vault module April 9, 2026 Securing custom apps with Vault agents April 9, 2026 Summarize access observer logs April 9, 2026 ServiceNow Otto for Workplace Service Delivery (WSD) Skill Workplace case summarization March 12, 2026 Agentic workflow Workplace Concierge April 9, 2026 ServiceNow Otto for Zero Copy Connector Skill ERP data discovery December 11, 2025 ERP data query December 11, 2025 ServiceNow Otto for Platform Analytics Skill Analytics follow-up generation December 11, 2025 Analytics hidden insights generation December 11, 2025 Analytics insights generation December 11, 2025 Analytics query generation December 11, 2025 Dashboard and visualization export January 20, 2026 Now Assist Platform Skill AI agents December 11, 2025 Conversational Help December 11, 2025 Custom skills December 11, 2025 Extract information from documents April 9, 2026 Multimodal chat April 9, 2026 Now Assist Multi-Turn Catalog Ordering December 11, 2025 Now Assist Q&A Genius Results December 11, 2025 Now Assist Topics December 11, 2025 Requester approval checklist February 5, 2026 Smart documents July 9, 2026 Subflows and actions December 11, 2025 Voice Assist for Docs   Platform agentic workflows Agentic workflow Error Analysis and Remediation workflow June 11, 2026 Platform AI agents Agent Error Analysis and Remediation agent June 11, 2026