Your IT fulfillers spend too much time on repetitive tasks — triaging incidents, writing resolution notes, searching for answers across tools. This session shows how Now Assist AI skills and agentic workflows change that. We cover the fulfiller-facing AI capabilities available out of the box in Now Assist for ITSM, including incident triage and categorization, investigation and resolution guidance, post-incident review generation, and change request planning. You'll see how these skills fit within the Autonomous IT journey (Zero Touch IT Support, Automate phase) and learn the practical steps to activate them — from data readiness and plugin prerequisites through to KPIs that measure real adoption, not just usage. The session includes a live capability demo walking through plugin setup, AI Control Tower governance, skill activation, agentic workflow enablement, and the Now Assist Panel in action. What you'll take away:An 8-point best practice framework for rolling out AI fulfiller skills, a clear maturity model for AI adoption, recommended KPIs and thresholds, and a three-step action plan (Assess → Activate → Advance) to get started. Presenters: Isaac Barcz (Staff Outbound Product Manager), Jeetu Singh Chauhan (Product Excellence Manager), and Cyrille Rivière (Principal Product Excellence Manager).