AI Support Agent Conversation Playbook – Multilingual IT Support via Microsoft Teams Overview This playbook provides 25 conversation examples for a multilingual AI agent that supports users via Microsoft Teams across the following IT domains: • End-User Devices • Identity & Access Management • Business Applications • Networking & Telecommunication • Collaboration Tools • Cloud Infrastructure • General Support & Universal Requests • Sensitive Security or Compliance Issues Each scenario includes a typical user question or issue, the AI agent’s diagnostic and response [...]

An AI Agent Card is a structured, discoverable configuration file—essentially a digital resumé in YAML+ format—that describes an AI Agent according to the Agent-to-Agent (A2A) Protocol. It typically includes metadata such as the agent’s name, provider, capabilities, skills, API endpoint (URL), authentication mechanism, tags, and governance characteristics. These cards are either served directly by the AI Agent itself or hosted on an A2A-compliant server that can register and expose multiple AI Agents. The goal: make it easy for other agents, systems, or orchestration [...]

This article outlines key developments and expectations in the rapidly evolving world of AI—particularly as it is being embedded and operationalized within the ServiceNow platform. By now, most professionals have interacted with some form of Generative AI—be it Co-Pilot, ChatGPT, Gemini, LLaMA, DeepSeek, or others. Many have also activated NOW Assist within ServiceNow and are exploring its Generative AI features, accessible through Virtual Agent, the Employee Self-Service portal and Fulfiller Workspaces. AI at Work: How ServiceNow is Transforming Enterprise Automation with AI Agents [...]

Many people are currently producing business cases for AI in IT. In this article the considerations and a rough outline of the changing costs. is provided Of course, each organization and each AI implementation are different. The rough numbers here must be customized for your use cases and the current and future state that apply for you. Considerations: AI will do a lot of work that IT Staff currently does. However, that does not mean the loaded labor cost will be reduced pro [...]