ServiceNow AI Platform

Featured AI Control Tower Observability & Monitoring FAQ

AI Control Tower Observability & Monitoring Frequently Asked Questions Quick Navigation Overview — What is AICT Observability?Getting Started — Prerequisites & setup stepsEvaluations — Metrics & evaluation frameworkTraces — Sessions, traces, s...

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Featured What's new in AI Control Tower for August & September 2026

What's New in AI Control Tower August & September 2026 What is AI Control Tower? AI Control Tower is the ServiceNow control plane for discovering, governing, securing, observing, and measuring AI across the enterprise. It gives AI Stewards, risk...

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Featured AI Passport: business context for every AI agent, at every enforcement point

Most organizations control their AI agents with policy. A gateway checks a rule before the agent calls an API; a policy engine decides whether a tool call goes through. That works until the rule needs something the request doesn't carry: who answers ...

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Featured Introducing Knowledge Center with Advanced Editing, powered by Now Assist

Introducing Knowledge Center Smarter Knowledge Management with Now Assist AI and Advanced Editing Knowledge has never mattered more—especially with AI depending on accurate, fresh, well-structured content. Knowledge Center for ServiceNow's Knowledge...

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AI Search
Best Practices
KCS
Now Assist

Featured Stop Installing, Start Assessing: AI Readiness Has a New Home

If you have used the AI Readiness Evaluation store app to evaluate instance readiness for adopting ServiceNow Otto and Agentic AI capabilities in AI Search, Virtual Agent, IT Service Management (ITSM), Customer Service Management (CSM), and HR Servic...

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Variable in a Variable Set - Apply a different Reference Qualifier for a single Record Producer

Hi everyone,I'm looking for a supported way to apply a different reference qualifier to a variable that belongs to a shared Variable Set.ScenarioI have an "Opened for" reference variable that belongs to a Variable Set used by multiple Record Producer...

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UI Configuration Options for SI Control Tower

SI Control Tower pages ship with default cards, titles, and visualizations. Workspace administrators can adjust these so each page matches your organization's terminology, reporting period, and level of detail. This article explains what you can con...

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From AI Compliance to AI Confidence : What I am Learning from ServiceNow AI Control Tower

Disclaimer : This article reflects our personal perspectives and experiences and does not represent the views of My employers or ServiceNow. We have used Generative AI as a supporting tool for selected visuals, concept exploration, and content refine...

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AI Control Tower

AI Control Tower Observability & Monitoring FAQ

AI Control Tower Observability & Monitoring Frequently Asked Questions Quick Navigation Overview — What is AICT Observability?Getting Started — Prerequisites & setup stepsEvaluations — Metrics & evaluation frameworkTraces — Sessions, traces, s...

Article

Using local LLM

What is the best setup for using local LLM ?I have tried setting LM-Studio up to run the server and provide a local model.I can connect fine from Luxlab and simple prompts work. Slow but it works.But when the prompt gets a bit more complicated for ex...

Question

End of life Knowledge Management UI16?

Hi! Is there an official end date for when Knowledge Management UI16 will no longer be available? We are scheduled to upgrade to the Brazil release in December, and our plan is to transition to Knowledge Center sometime during 2027–2028. Have a nice ...

Question

Feedback loop for overarching design, layout and feature availability for our knowledge base

For example, if someone said, it'd be great if instead of a hyperlink to a company org chart site, the knowledge base would host a widget where I could interact with company org site within the knowledge base platform. If we ever did that, we'd menti...

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KB2738915: Does sys_logger_configuration creation require syslog_admin or only admin?

We're implementing the Log and Allow assessment process for the Dot-Walk Scoping Security Enhancement and I'm trying to clarify the permissions required by Step 2 of KB2738915.Specifically, Step 2 includes the"Script to create new Logger Configuratio...

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public kb articles should be discoverable through search engine like Google

Hi Team,I have below requirement:Make published articles in the “Public” knowledge base discoverable through internet search engines like Google, enabling users to find answers. Example from another Google search for "How to use filters"Search: https...

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How to Add a Persistent Live Chat Button to the Virtual Agent Chat Window?

Hello Community,I have a requirement to add a persistent Live Chat button to the floating Virtual Agent chat window in the ServiceNow Australia release on the Service Portal (/sp).Currently, users can access Contact Live Agent through the three-dot m...

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Agent Chat
live agent chat
Service Portal
Virtual Agent

Integration of five9 and servicenow

Hi team, can I know how the five9 can be integrated with servicenow? Saw that it is feasible by installing 'five9 cloud contact centre' from applications. But no reference guide on how to do the integration or how it works are not given. Thanks & reg...

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IntegrationHub

Resolved! Groups Name Convention / Best Practice

Hello, community, I'd like to ask for some help with a subject. My project is currently restructuring the platform - I'd like to know if there are any conventions or best practices regarding Groups Name? Thank you, Ana Pessan

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Activate AI Skills and Agents for Major Incident Management - Post-Webinar Blog

Keep the Conversation Going: Activate AI Skills and Agents for Major Incident Management Thank you for joining our October 28 Autonomous IT Academy session, Activate AI Skills and Agents for Major Incident Management! During the session, we explo...

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How does ServiceNow Knowledge search rank articles, and does the Meta field improve searchability?

Hi everyone,I’m looking to understand how the ServiceNow Knowledge search engine works, particularly how it matches a user’s query to knowledge articles and ranks the results.Which article fields influence search relevance- is it the title, keywords ...

Question

Determining If a Topic Deserves a Knowledge Article

Does your team or company have rules for determining when to create a new knowledge article, when to update an existing one and when to ignore the topic?I'd like to create guidelines I (I'm a team of one) can follow to know when a new article is requ...

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