IT tickets shouldn’t require endless clicks and form fields. In our latest demo, we show how a Microsoft Copilot agent can manage ServiceNow incidents end-to-end with simple, natural prompts. From creating cases to updating notes and reassigning incidents, everything happens in a single Copilot chat so the request, the context, and the action live in one place.
In this demo, you’ll see how Microsoft Copilot helps you:
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Create incidents instantly: Log a new ServiceNow ticket directly from chat.
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Keep details up to date: Add error messages, notes, and troubleshooting steps without opening the portal.
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Assign and reassign cases: Route incidents to the right teammate with a single command.
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Stay informed: Retrieve the latest incident list, with request IDs and statuses, in seconds.
Why Copilot is a great fit for IT support workflows:
Natural language in, precise actions out
Users can interact with the agent in ordinary conversational language, and Copilot automatically converts those requests into the right ServiceNow actions behind the scenes.
Grounded in your systems
The agent integrates with ServiceNow APIs and workflows, ensuring that every update, assignment, and comment is reflected in your actual ITSM platform without duplication or manual entry.
Role-aware and secure
Permissions carry over from ServiceNow. Users can only see and act on incidents they’re authorized for, while managers or admins can view a broader scope.
Faster resolutions, fewer tickets
By surfacing key fields like incident ID, assignee, error details, and notes directly in Copilot, IT teams can act immediately. This reduces delays, shortens resolution time, and lowers “status check” follow-ups.
What the experience looks like (from the demo):
You: “Create an incident. The vacation portal is down.”
Agent: “Incident #INC0047 created in ServiceNow.”
You: “Update the ticket with the error message displayed.”
Agent: “Incident #INC0047 updated with error message.”
You: “Add a note that the error persists even after rebooting.”
Agent: “Comment added to #INC0047.”
You: “Assign this incident to David Loo.”
Agent: “Incident #INC0047 assigned to David Loo.”
Manager: “Show me the most recent incidents.”
Agent: “Here’s a list of your latest incidents: IDs, status, assignee.”
Under the hood (how we built it):
Intent + entity understanding
Detects user goals (create, update, assign, list) and extracts parameters like incident ID, assignee name, and error details.
Actions that call ServiceNow
Each task maps to a ServiceNow API call with proper authentication, so every change is logged in the ITSM system.
Grounded responses
Copilot responds with concise, human-readable confirmations, such as ticket numbers, statuses, and updates, so users know exactly what changed.
Governance considerations we accounted for:
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Identity & permissions: Responses are scoped to the signed-in user’s ServiceNow permissions.
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Validation & guardrails: Checks ensure valid incident IDs and assignee names before updates are submitted.
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Auditability: All actions (create, update, reassign) are logged in ServiceNow with user attribution.
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Fallbacks: If an update fails, the agent explains why (“Invalid incident ID” or “API not reachable”) and suggests next steps.
Where Copilot shines (and where to start):
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Speeds up IT ticket creation and updates with plain-English prompts
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Reduces context switching between chat and ServiceNow
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Improves accuracy by eliminating duplicate or missed updates
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Great fit for standardized ITSM processes (incidents, changes, approvals)
Pilot metrics to track:
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Average time to create an incident
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Mean time to update or reassign a ticket
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Ticket resolution cycle time
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Volume of duplicate or incomplete incidents
What’s next:
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Expand actions: Close incidents or escalate severity directly from Copilot
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Add monitoring hooks: Alert when critical incidents are unassigned >X hours
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Knowledge integration: Provide troubleshooting steps alongside incident updates
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Extend beyond ServiceNow: Support other ITSM platforms or internal tools
Ready to explore what Copilot can do for IT workflows? Start your 30-day Proof of Concept today.
