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ITSM Virtual Agent

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ITSM Virtual Agent

Implement ITSM Virtual Agent to support and scale your IT organization by enabling a virtual agent to perform the less complicated, more common IT requests and incidents. ITSM Virtual Agent enables your technicians to concentrate on more challenging, demanding user requests and incidents.

Understanding ITSM Virtual Agent

ITSM Virtual Agent enhances the employee experience by addressing IT-related queries immediately. At any time during a virtual conversation, a user can request to interact with a live IT technician.

Several predefined ITSM Virtual Agent topic conversations, covering common IT interactions, are included with the base-system application.

Conversations represent dialogs between the virtual agent and the user to accomplish a specific goal. The information exchanged during the conversation flow, such as user inputs and virtual agent responses, enables the virtual agent to fulfill a request or help complete a task.

Listen to this 18-minute podcast for a discussion of the Virtual Agent and how it can streamline interactions between a company and its customers and employees.

Natural Language Understanding

Implement Natural Language Understanding (NLU) for all your ITSM Virtual Agent topic conversation flows. ITSM Virtual Agent uses NLU to comprehend word meanings and recognize word contexts to better infer user or system actions.

You can decide whether you want ITSM Virtual Agent to use only keywords, which results in quicker time-to-value in the short term. Or, you can choose to use NLU, which results in a better employee experience with a virtual agent in the long term.

Enable NLU on the ITSM Virtual Agent application and republish your existing conversations to optimize user experience with the NLU feature.

Refer to the following information for details regarding the NLU feature:Natural Language Understanding and Natural Language Understanding in Virtual Agent


Administrators and users with the virtual_agent_admin role can create and publish conversation topics in Virtual Agent Designer.

Virtual Agent must be activated before you can use the ITSM Virtual Agent topic conversations. Users with the admin or virtual_agent_admin role can activate the required plugins:
  • Glide Virtual Agent [com.glide.cs.chatbot]
  • ITSM Virtual Agent Conversations plugin (com.snc.itsm.virtualagent)
    Note: ITSM Virtual Agent Conversations plugin (com.snc.itsm.virtualagent) contains demo data and automatically activates the ITSM NLU Model for Virtual Agent Conversations plugin (com.snc.itsm.nlu).
  1. Activate the Glide Virtual Agent plugin (com.glide.cs.chatbot).
  2. Activate the ITSM Virtual Agent Conversations plugin (com.snc.itsm.virtualagent) to access the predefined ITSM Virtual Agent conversation topics.
  3. Review the ITSM conversation topics in Virtual Agent Designer.
  4. If you have decided to implement NLU, enable it in the ITSM Virtual Agent application.
    Note: For details about NLU and enabling it for ITSM Virtual Agent, refer to Natural Language Understanding in Virtual Agent.
  5. To use any of the ITSM Virtual Agent conversation topics, publish them in Virtual Agent Designer so that your users can run the conversations in your Virtual Agent support client.
    Note: You cannot edit the provided topics. You can duplicate a provided topic and then edit it. You can also create additional topics. For details, see Virtual Agent Designer.

Topics must be activated and published before your employees can use them. By default, the base system provides topics as inactive and unpublished. To view, duplicate, preview, or publish ITSM topics in the Virtual Agent Designer, refer to Virtual Agent Designer.

ITSM Virtual Agent Topic Categories

The ITSM Virtual Agent predefined topic conversations are contained in several Topic Categories. Categories include:
  • ITSM Fulfiller
  • ITSM IT Issues
  • ITSM Self Service
  • Setup Topics
  • Small Talk Topics

ITSM Virtual Agent predefined Fulfiller category topic conversations

Identify Scheduled Changes

Create Change Request

Resolve Incident

Create Problem

Update Assigned Tasks

Identify Available Change Windows

Update Change Request

ITSM Virtual Agent predefined IT Issues category topic conversations

Local Admin Access

RSA Token

Email Issues

Manage Distribution List

Repository Access

Email Setup

Meeting Room Issues

Troubleshoot Slow Computer

Guest WiFi Access

Printer Issues

VPN Connectivity

ITSM Virtual Agent predefined Self Service category topic conversations

Submit a request

Check IT Ticket Status

Process Approval

Get Password Reset Link

My Assigned Equipment

Service Disruptions

Search Knowledge Base

Open IT Ticket

Escalate IT Ticket

Walk-up Check-in
Note: the Walk-up Check-in topic conversation is available when the Walk-up Experience plugin (com.snc.walkup) is activated.

ITSM Virtual Agent predefined Setup Topics category conversations


Anything Else Topic

Live Agent Support

Closing Conversation

Personalized Greeting Topic

Error Handling Topic

Provide Virtual Agent Feedback

Fallback Topic

Virtual Agent Capabilities

ITSM Virtual Agent predefined Small Talk Topics category conversation

Time and Date