Announcing o11's backing from Y Combinator.
AI for ServiceNow
AI that works the incident, not just summarizes it.
- Triage and route incidents from the queue.
- Draft change requests and KB articles in place.
Polaris UI
Search across the platform
Service Operations Incident List
| Number | Opened | Short Description | Caller | Priority | State | Category | Assignment Group | Assigned to |
|---|---|---|---|---|---|---|---|---|
| INC0010395 | 04-21 09:14 | Salesforce SSO intermittent | KPK. Park | 1 - Critical | New | Software | Identity | MCM. Chen |
| INC0010432 | 04-21 08:55 | VPN drops every 10 minutes | DOD. Owens | 3 | New | Network | Service Desk | (unassigned) |
| INC0010428 | 04-20 16:32 | Mailbox over quota — cannot send | PSP. Singh | 3 | In Progress | Messaging | AHA. Hill | |
| INC0010421 | 04-20 14:01 | MFA reset failure for new hire | ARA. Rivera | 4 | In Progress | Identity | Identity | LYL. Yip |
| INC0010418 | 04-20 11:48 | DC printer offline — Floor 3 | MTM. Tran | 4 | On Hold | Hardware | Field Services | FSF. Sato |
| INC0010401 | 04-20 09:12 | Reporting DB query timeouts | LPL. Park | 2 - High | In Progress | Database | DBA | RKR. Klein |
| INC0010385 | 04-19 17:55 | Production deploy failed validation | MKM. Kim | 2 - High | New | Application | Platform | (unassigned) |
Incident triage
Triage INC0010432 — assign to Network team and bump priority to 2.
o11 for ServiceNow: an AI agent layer for the ITSM platform
o11 is an AI execution layer that runs inside ServiceNow. The agent triages incidents, transitions records through their workflows, drafts change requests with the right fields, and ships knowledge articles — without an agent flipping between the queue, a chat sidebar, and a wiki to do work that should land in the platform of record.
If you have searched for AI for ServiceNow, a ServiceNow AI agent, or a Now Assist alternative that actually executes ITIL workflows, the difference is straightforward: does the AI describe the incident or work it?
What teams use o11 for in ServiceNow
- Incident triage. Classify inbound incidents, set priority and assignment group, enrich with CMDB context, and move tickets through the queue with the right service portfolio and configuration item links.
- Change request authoring. Draft normal, standard, and emergency change records with implementation, backout, and test plans pre-populated from runbooks and prior closed changes.
- Knowledge article creation. Turn resolved incidents into reviewed KB articles, attach them to the right knowledge base, and keep stale articles flagged for retirement.
- Cross-platform handoffs. Push incidents into Slack war rooms, sync change windows into the Outlook calendar, and pull the resulting postmortem into Confluence or SharePoint.
Why o11 differs from Now Assist and ITSM-native AI
Now Assist and most ITSM-native AI features stop at the boundary of the platform that ships them. They summarize records, suggest resolutions, and surface similar incidents, but the workflow execution still ends with a human transitioning states. o11 is built to drive the states. The chat is the control surface, ServiceNow is where the incident, change, problem, and KB record actually move.
Built for teams that live across systems
ServiceNow rarely operates alone. Service desks pair it with Slack or Microsoft Teams for war rooms, PagerDuty for paging, Jira for engineering escalations, GitHub for change implementation, and Confluence for runbooks. o11 is positioned to act across all of them. A page from PagerDuty can become a ServiceNow incident, a Slack channel, a linked Jira issue, and a draft postmortem in Confluence without an agent re-keying the same context four times.
Where ServiceNow teams typically start with o11
- Service desk agents with incident triage and first-touch resolution.
- Change managers with change record authoring and CAB packets.
- Problem managers with root cause linkage and KB rollups.
- Platform owners and CIO staff with cross-platform reporting and audit trails.
How o11 respects ServiceNow permissions
The agent operates with the user’s own ServiceNow account. ACLs, role-based access, and domain separation apply exactly the way they do for that user in the UI. Nothing runs as a privileged service account, nothing bypasses approvals. That is what makes o11 deployable in the regulated ITSM orgs that cannot trust a tool that elevates itself out of the platform’s security model.
FAQ
How is this different from Now Assist?
Now Assist mostly summarizes and suggests. o11 executes the ticket and change workflow.
Who is it for?
IT operations, service desk, change management, and platform owners.