Learn how to customize out-of-the-box ServiceNow AI agents in Agent Studio using a real ITSM example. In this episode of the agentic AI deep-dive series, you’ll see how to duplicate a use case, clone an agent, update agent instructions, add a new script tool, and extend the workflow to also update work notes—then test everything live in Now Assist. If you’re building practical ServiceNow automations and want AI agents that fit your business process (not generic defaults), this walkthrough shows the exact steps. 0:00 Introduction: out-of-the-box vs business-specific AI agents 0:35 Goal of the demo (edit agent + use case, tools, safety, testing) 1:10 Open Agent Studio and locate “Generate Change Request Plan” 2:05 Why add updates to Work Notes (ITSM change request context) 3:00 Duplicate the use case and rename/describe the new version 4:05 Duplicate the agent and update AI instructions (include work notes) 5:25 Add/replace tools: create a new script tool for work note updates 6:55 Remove the old tool and keep the updated script tool only 8:10 Configure triggers (avoid conflicts with the original use case) 9:20 Enable display / Now Assist testing mode 10:10 Live test on a Change Request: generate plans + approve updates 11:40 Verify Implementation Plan + Work Notes update in the record 12:45 Wrap-up and what’s coming next (custom agentic workflow from scratch) Subscribe for more ServiceNow Agent Studio and agentic AI tutorials, and comment what AI agent use case you want to customize first. Resources / links (add yours here): Playlist: Agentic AI Deep Dive Series: (add link) Hashtags: #ServiceNow #AgentStudio #NowAssist #ITSM #AIAgents #AgenticAI #ServiceNowDevelopers #WorkflowAutomation #ChangeManagement #ServiceNowTutorial