What's changing? Beginning July 9, 2026, ServiceNow will begin rolling out third-party model providers as the default for out-of-the-box (OOTB) ServiceNow Otto skills and AI agents. The rollout is tied to individual store app release schedules, di...
Otto (Now Assist) is the name given to experiences powered by AI at ServiceNow. It empowers your agents/customers to get help, solve problems, and drive resolution. Note: Otto is replacing the Now Assist name in our product and content. In some ca...
Hey everyone, We're ServiceNow's Forward Deployed Engineering (FDE) team. We're a team of builders who've gained deep AI deployment expertise at tier 1 technology companies and research labs. We're certified experts on the ServiceNow AI Platform...
If you are wondering where to start with your Otto Implementation journey, below is a curated list of resources that will help you get started. Note: Now Assist is being renamed Otto. Please pardon our dust as we make this change throughout our prod...
Why this article? During my recent ServiceNow AI Implemntation training sessions, I received several questions from participants who had successfully created AI agents and their associated skills to address specific use cases, but could not find thos...
In Article 2,Agentic AI Will Fail Without Data Discipline - Nandhakumar and I argued that agentic AI projects fail on data, not models and cited Gartner’s projection that over 40% of agentic AI projects will be scrapped by the end of 2027, citing esc...
ServiceNow Virtual Agent powered by Now Assist can significantly enhance self-service experiences, so it is equally important to evaluate the quality of those interactions to ensure users receive accurate, effective, and reliable support. Organizatio...
Now Assist ITSM's Resolution Notes Generation feature automates summary creation for resolved incidents. By extracting data from specific fields, it generates a concise summary that agents can review and edit. While this works seamlessly in standard ...
What is MCP Server Console? MCP Server Console is the inbound surface of ServiceNow's Action Fabric, giving enterprises a centralized workspace to register, govern, and monitor the AI tools they expose to external agents and clients. Every tool ...
A Unified PhilosophyArtificial Intelligence today is both a promise and a challenge. Enterprises are experimenting with countless models, datasets, and AI systems across different teams, platforms, and vendors. While innovation is thriving, the absen...
With the September 2026 release, the Studio has been completely reimagined with a new build experience and faster path from ideation to deployed agent. The goal: compress time-to-first-agent for both technical and non-technical builders alike. N...
General Q: What is AI Agent Advisor?AI Agent Advisor analyzes operational data in your instance to identify recurring patterns across records — each pattern representing a candidate process for automation. It prioritizes those opportunities by vo...
ServiceNow introduces a new agentic capability, AI Specialists, that join your team, work your incidents, and continuously improve over time. The first delivered out-of-box AI Specialist, the L1 Service Desk AI Specialist, is now generally available....
The Touchless Enterprise · Part 6 of 6 Six thingsthat bite you. None of them show up on a whiteboard. All six showed up in production — usually months after launch, once nobody was watching the rule anymore. By Timo Weber (Senior AI Solution Archit...
The Touchless Enterprise · Part 5 of 6 Scoped to a category,not a team. Layer 3 is where the pattern gets specific — and where the org chart stops being the right boundary. By Timo Weber (Senior AI Solution Architect) and Thomas Geering (AI Archite...
As of the Australia Patch 3 release + Now Assist in Virtual Agent v19.0 store app, we provide new configurations and table that allow you to configure and measure feedback (thumbs up/thumbs down), including text-based granular feedback, from your Vir...
Autonomous workforce FAQ and troubleshooting Last updated September 2026 What is an autonomous workforce and AI specialist? An autonomous workforce is a collection of various AI specialists each specializing in different domains. An AI specialist i...
ServiceNow AI Agents: Build, Operations & Governance Guide Australia release · Varun Gupta Most #AI agent problems in the field are not model problems. They are the same four questions asked too late: what should I have checked before building, why i...
What is the Group Action Framework (GAF)? Group Action Framework is used as a framework to assist in building workflows that utilize insights derived from sets of related data such as incident and case records. It utilizes generative AI and machin...
Here we’re going to showcase how to set up a Microsoft Copilot Studio Agent to use a ServiceNow Model Context Protocol (MCP) Server tool. Credits: This is not my tutorial; I’m just going through the steps again as this was a frequent customer ask a...
Use the File Upload tool for a situation where you want to feed additional documents, information, or context to your AI agent. The AI agent will leverage the uploaded file during runtime to help complete its assigned task or objective. It's import...
What's changing? Beginning July 9, 2026, ServiceNow will begin rolling out third-party model providers as the default for out-of-the-box (OOTB) ServiceNow Otto skills and AI agents. The rollout is tied to individual store app release schedules, di...
We're delighted to announce five brand new assets designed to help you implement AI agents in your organization. These guides are written by ServiceNow experts with real-world experience in implementing our products. To help navigate the leading-ed...
Enable seamless cross-organizational cooperation for the digital AI Agent workforce. Leverage an ecosystem of agent interoperability with A2A. Equip ServiceNow AI Agents with best-of-breed external tools via MCP, expanding AI's reach and avoiding re...
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