Enterprise agent

    ServiceNow Analyst Agent

    Does the everyday work. Cannot reshape the platform.

    Service desk leads and ITSM analysts who want the routine record and approval work done, without handing over the keys to the platform.

    Talk to sales How the agent works
    Tools available
    29
    Of those, tools that write
    8
    Curated ServiceNow skills
    13

    Tools the tier may not use are absent from the request entirely — the model is never told about a tool it cannot call.

    Everyday work, without platform risk

    Everything the Business Agent does

    The full read surface — queries, aggregates, history, logs, access checks — is the floor this tier builds on.

    Create and update records

    Raise and edit incidents, requests, tasks and other records as part of getting real work finished.

    Move approvals along

    Decide approvals, set up delegations, and end them — the work that otherwise stalls when someone is on leave.

    Build and revise reports

    Create and update reports so a recurring question becomes a saved answer.

    Send email from the instance

    Notify the people a change affects, through ServiceNow rather than out of band.

    What it cannot do

    • Cannot execute server-side scripts.
    • Cannot change ACLs or any part of the security model.
    • Cannot create fields, or alter the schema.
    • Cannot set instance properties.
    • Cannot create platform artifacts — Business Rules, Script Includes, catalog items, workflows.

    Checked against the instance, not just the app

    Restricting the tools we hand the model is a promise; the roles on the ServiceNow account are the enforcement. This tier reports a violation if its account holds admin or security_admin, rather than trusting the label.

    ServiceNow knowledge it works from

    13 curated skills are loaded for this agent, matched to what it is allowed to do — an agent that cannot act on Business Rules is not given the Business Rules material. It also has live web access, so it can read current ServiceNow documentation when a question needs version-specific detail.

    • Data Model & Tables
    • ITSM Core
    • CMDB & Asset Management
    • Service Catalog & Request
    • Knowledge Management
    • Forms Views & Layouts
    • Flow vs Business Rule
    • Troubleshooting & Debugging
    • Performance
    • Dashboards & Reports
    • Performance Analytics
    • Notifications & Events
    • Roadmaps & Delivery Planning

    The other agents

    ServiceNow Business AgentAsk your instance anything. It cannot change a thing.21 toolsServiceNow Developer AgentBuilds on the platform itself, with approval on every write.52 tools

    Deploy the ServiceNow Analyst Agent on your instance.

    Enterprise agents are created and assigned by your own admin, who grants access per user and sets the tier each one runs as.

    Talk to sales