The ability to customize the agents to a specific business need is key. Helping front line incidents build a valuable knowledge base to utilize for automated workflow activation. It will help shift our business from having a heavy loaded front line team to a lean approach whilst focusing on the improvement activities and understanding where else we could implement more agents. Review collected by and hosted on G2.com.

What I would like to see is an AI agent that could tap into efficiencies early on without having a complete CMDB - In essence, suggest an approach to speed up adoption whilst building a CMDB Review collected by and hosted on G2.com.

It helps me to raise escalation requests to internal teams effortlessly. It's easier to find dedicated teams links easily. Review collected by and hosted on G2.com.

Sometimes it doesn't return correct requested links Review collected by and hosted on G2.com.

Integrating ServiceNow with the CMDB and Discovery tools has been very useful for our team and AI agents make it easier to catch configuration issues early and suggest practical recommendations. When I’m handling asset related tasks, they save me a lot of time versus having to manually review and cross check records. Review collected by and hosted on G2.com.

Some recommendations still need to be manually verified before they can ve implemented and in larger environments the setup process for ServiceNow AI Agents can take a significant amount of time. Review collected by and hosted on G2.com.

It’s easy to build and deploy agents that are reliable and robust. Review collected by and hosted on G2.com.

It’s difficult to manipulate the out-of-the-box agents, and the controls around them feel overly strict. Review collected by and hosted on G2.com.

I really appreciate how ServiceNow AI Agents automate repetitive tasks like ticket categorization and prioritization, which reduces manual effort and improves response times. It's valuable because it significantly improves operational efficiency and reduces human error by allowing AI agents to handle high-volume, low-complexity tasks like ticket categorization and routing. Also, the initial setup was clear and a bit easy, as the documents provided step-by-step instructions. Review collected by and hosted on G2.com.

AI agents can be improved in handling complex queries, initial setup and training, natural language nuance, and have integration gaps. There's a need to enhance natural language understanding to interpret multi-intent queries and to use contextual data across ServiceNow modules for richer, more accurate responses. Review collected by and hosted on G2.com.

I like ServiceNow AI Agents because they provide true practical use cases that help increase production and efficiency of our human and non-human assets. I find it valuable that they free up human resources, offering substantial opportunities to boost production, which can translate directly to monetary value. The initial setup of ServiceNow AI Agents was extremely simple, and it's easy to use and configure. Review collected by and hosted on G2.com.

Currently, there are some directives that are not solved for across the estate from a platform perspective. Other than current limitations due to what is readily available we've been able to use AI Agents to an increased potential. Review collected by and hosted on G2.com.

I enjoy using ServiceNow AI Agents most when they reduce manual DevOps work around incidents, changes, and troubleshooting. They work especially well for summarizing incidents, checking recent deployments, suggesting probable root causes, pulling relevant runbooks, and assisting with change risk reviews. For DevOps, the real value comes when AI Agents are connected with CMDB, monitoring tools, CI/CD pipelines, and past incident data, as this supports faster triage and lower MTTR. Review collected by and hosted on G2.com.

A few things I think could be improved: ServiceNow AI Agents are useful, but sometimes they depend heavily on how clean and complete the CMDB, incident history, and knowledge base are. If the underlying data is outdated or incomplete, the suggestions may not be very accurate. For DevOps, I would like better integration with tools like Kubernetes, Azure DevOps/GitHub Actions, monitoring platforms, and deployment history. The agents should be able to correlate alerts with recent releases, infra changes, logs, and runbooks more accurately. Also, for production incidents, AI recommendations need to be more transparent. I want to know why it suggested a root cause or action before trusting it during high-pressure troubleshooting. Review collected by and hosted on G2.com.

It’s platform execution respecting existing RBAC/ACLs, seamless human-in-the-loop guardrails and automated multi-agent orchestration that slashes triage overhead. Review collected by and hosted on G2.com.

It has complex setup, heavy data dependencies, risk of infinite loops and unpredictable pricing. Review collected by and hosted on G2.com.

I like that ServiceNow AI Agents is conversational, making interactions smoother and more natural. It's easy to configure, which simplifies the setup process a lot. Additionally, it helps our service desk agents get the help they need from knowledge articles quickly and reduces the resolution time on tickets. I also found it quite easy to enable the skills, which is definitely a plus. Review collected by and hosted on G2.com.

I still see some issues while enabling the Agentic AI use cases. Some features while enabling the MFA reset use case had some challenges, which were fixed after opening a Hi ticket. Review collected by and hosted on G2.com.

I use ServiceNow AI Agents for reducing manual effort and transforming how we automate processes. I appreciate that once configured, they are pretty much on auto-pilot, which is super handy. We implemented the document analyzing agent, and it helps our analysts by extracting specific information from documents over 200 pages, which drastically cuts down on manual review time. The initial setup was pretty easy. Review collected by and hosted on G2.com.

The agents hallucinate much. If we ask it to get information on dates, it gets the current date even though a different date is mentioned. Review collected by and hosted on G2.com.