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 If the underlying data is outdated or incomplete, the suggestions may not be very accurate.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.

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.

What stands out most about ServiceNow AI Agents is how seamlessly they integrate into existing workflows, enabling automation without heavy reconfiguration. They reduce manual effort by handling repetitive tasks, improve response times, and provide consistent, data-driven decisions. Their ability to learn from interactions and continuously improve also makes them more effective over time. Review collected by and hosted on G2.com.

One drawback is that setup and customization can be complex, especially for teams without deep ServiceNow expertise. The AI may also require ongoing tuning to deliver accurate results, and costs can add up depending on usage and licensing. Review collected by and hosted on G2.com.

I appreciate how ServiceNow AI Agents automate the manual process by making decisions on their own and chaining tools together. This feature was particularly helpful for me when deploying a use case that involved triggering quick discovery, where the AI agents automatically create tickets for unsuccessful discovery scan failures. Review collected by and hosted on G2.com.

I faced issues with the script's timeouts and wish they could be more accurate and precise. It needs to adhere more closely to the ServiceNow Table structure and not make assumptions. The setup was a bit of a struggle, particularly with enabling the AI search, which took some time. Review collected by and hosted on G2.com.

The best thing about the AI agent is that its orchestration layer is very smooth—better than other products. I also really appreciate the ease of use, the ease of debugging, and how straightforward it is to implement. Review collected by and hosted on G2.com.

The only thing I dislike is that when I ask a question, sometimes it gives multiple answers for a single question. Like it hallucinates often... Review collected by and hosted on G2.com.

It makes managing ServiceNow requests significantly less time-consuming. What would normally take an analyst 10 minutes to fill out and log is now completely automated. Multiply that by the dozens of ServiceNow requests created each day, and you get major time savings. Review collected by and hosted on G2.com.

It took some time and a gradual rollout before we felt comfortable letting the agents handle more requests. At first, we started with simpler requests that we could closely monitor. We’re still working through adoption, though, because there isn’t an easy, clear way to get comfortable with the agent’s actions without having historical evidence and ongoing monitoring. Review collected by and hosted on G2.com.

I appreciate that with ServiceNow AI Agents, explicit coding isn't required, and explicit logic isn't necessary because I can use natural language requirements to create an agent. This no code/low code approach means it doesn't require tons of training onboarding, which means more people can create applications that help them in their roles. Review collected by and hosted on G2.com.

I think one downside is that additional licensing is needed. Also, there's a need for training and upskilling of traditional developers to learn the new methods and concepts. Another concern is making sure the most up-to-date methods are being used to generate the bot, instead of relying on older best practices. Review collected by and hosted on G2.com.

I find the ease of use and setup of ServiceNow AI Agents to be the best, as it allows us to fail fast and make adjustments easily. I appreciate how it speeds up the time to solutions, with complex tasks being completed in days or even hours instead of weeks. I also like how prompts are handled, as it does a great job of separating different aspects of the prompt, enabling us to keep things clean. Review collected by and hosted on G2.com.

It is still buggy. Sometimes you get popups when you shouldn't, and it is annoying. Review collected by and hosted on G2.com.

I like ServiceNow AI Agents for their ability to automate processes, which frees up agent time to focus on bigger issues. I think this capability will really enhance the speed to work once fully implemented. Review collected by and hosted on G2.com.

I think making it more 'Agentic' would be helpful. It would be better if it could fix the problem for the user rather than just making recommendations. Also, the initial setup takes time to learn, and it's important to find a good partner to work with. Review collected by and hosted on G2.com.