ServiceNow accelerates P1 incident management with multi-agent AI system
ServiceNow and Microsoft jointly developed a multi-agent AI workflow for critical P1 incident management, integrating Microsoft Copilot, Now Assist, and Semantic Kernel orchestration. The system automates creation of Teams bridges, transcribes verbal communications, and uses manager and sub-agents to trigger actions and maintain full context within ServiceNow. It ensures documentation is comprehensive and real time, delivering faster, more reliable incident resolution with streamlined post-incident knowledge capture. The proof of concept demonstrated synchronized AI agent collaboration, real-time context sharing across platforms, and adaptive escalation workflows, offering a future-proofed template for enterprise AI-powered process automation.
- Organization
- ServiceNow
- Industry
- Tech & Comms
- Location
- United States
- Published
- January 2025
Reported outcomes
Strategic outcomes
Primary read
Use case focus
Showing 2 of 2
- 1P1 incident management automation
- 2AI-powered incident documentation
- P1 incident management is labor-intensive and prone to incomplete documentation.
- Incident calls often lack real-time context tracking and reliable post-event reporting.
- Cross-platform communication gaps reduce resolution speed and coordination.
- Manual documentation of incidents is slow and error-prone.
- Developed a multi-agent system using Microsoft Copilot, Now Assist, and Semantic Kernel for orchestration.
- Automated creation and management of Teams bridge calls for major incidents.
- Used Copilot for real-time transcription and context tracking.
- Manager and sub-agents automate execution and documentation within ServiceNow workflows.
- Accelerated incident resolution via automated, multi-agent workflows.
- Improved contextual awareness and coordination during live incidents.
- Comprehensive, automated post-incident documentation.
- Demonstrated effective, scalable template for multi-agent enterprise AI.
Architecture
System built on Microsoft Copilot and Semantic Kernel manager agent orchestrates tasks among sub-agents and Now Assist. Teams calls are transcribed and processed by Copilot, which communicates with ServiceNow to automate escalations and documentation. Platform maintains state and shares context live between Teams and ServiceNow.
Sources & evidence1
The case's original source is still reachable.
- Cited source last checked Jun 12, 2026 — ok (0/1 broken).
Measures whether this deployment's public evidence persists — not whether the system is still in production.
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