ServiceNow AI Platform

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...

Article

Featured Platform Security #3 - How to Increase Platform Security - Security Hardening score

Let's talk about security in a way that's easy to digest. As a ServiceNow Product Owner, I understand the significance of security hardening cannot be overstated when it comes to strengthening and fortifying your instance/platform Imagine your Serv...

blog
Customer Security and Trust (CST)

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...

Article

Featured What's new in AI Gateway v3.4 - September 2026 release

What is AI Gateway? AI Gateway is ServiceNow's runtime enforcement layer for MCP (Model Context Protocol) connections in AI Control Tower. It sits between your AI agents and the external tools they call, governing what reaches agents, securing e...

Article

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...

Article

Changing the AI Search navigation on Employee Center [How-To]

Changing the navigation URL on Employee Center In this technical How To article, we'll cover the configuration steps needed to change the behavior of the navigation when a user clicks on a search result. In this use case, the current behavior for K...

Article
AI Search

Server-Side JavaScript Sandbox Replacement: Large Numbers of Findings but Mostly OOTB Platform Calls

Hello Community, We are currently reviewing findings associated with the Server-Side JavaScript Sandbox Replacement initiative and were surprised by what we are seeing. At first glance, the report appeared to indicate a significant number of potentia...

Question

Dot-Walk Scoping Security Enhancement: Feedback on Customer Adoption Experience

Hello Community, We've been evaluating the Dot-Walk Scoping Security Enhancement introduced with the Australia release and wanted to share some feedback on the customer experience, as well as hear how others approached it. The security objective make...

Question

Result Improvement Rules for Global Companies

Introduction The goal of this article is to provide detailed steps and explanation on how to create and use Result Improvement Rules (RIR) along with best practices to support a positive user experience. This example will be specific to the process...

Article
AI Search

Four Steps to Stop the Alert Firehose

Most IT operations teams know this problem by heart: an incident queue that never empties, one alert triggering a hundred more to investigate, and so little time on manual checks that nothing strategic ever gets done. You might think the answer is...

Article

Troubleshooting ServiceNow Form Rendering Issues Using Browser Developer Tools

Troubleshooting ServiceNow Form Rendering Issues Using Browser Developer ToolsWhile investigating a ServiceNow form that was not fully rendering, we developed a repeatable browser-based troubleshooting approach that may help other administrators and ...

Question

Currency field on the record producer

Recently, I came across a question where the questioner asked about adding a currency field on the record producer. I had a similar use case in the past where I needed to show an amount field with currency sign attached to it on a record producer....

Article

Where are the priority compliance frameworks set?

Hi Everyone, in AICT, when I look at an AI Asset in the Risk & Compliance Tab, one of the Widgets is "Compliance posture for priority frameworks, Top two priority frameworks configured for your organization". Couldn't find where I actually set these ...

Question

Subject: Playbooks Automatically Switched to Read-Only Mode

Hello ,i have encountered an issue with several Playbooks that have unexpectedly switched to Read-Only mode without any manual action from our side.As shown in the attached screenshot, the Playbook "Equipment Move or Decommission" is currently displa...

Question

ServiceNow Exchange: Knowledge Management - Fireside chat with Field Business Process Consulting

Come hear practical recommendations and lessons learned from the field, from customers just getting Knowledge Management off the ground to mature knowledge organizations looking to improve quality, governance, and AI readiness. We’ll connect real-wo...

Event

Next Experience: How to route to respective Workspace view by default on Search

When I search for an Incident/HR Case/Finance requests default routing is classic Ui on search Global unless and until we select workspace from the Search dropdown. How to route the Tickets to respective workspaces by default instead of selecting the...

Question

Knowledge Metrics That Matter: Turning Reporting into Action

Knowledge Metrics That Matter: Turning Reporting into Action Are you measuring your Knowledge Management program, or are you actually using those measurements to manage it? There's a difference. ServiceNow gives us a ton of data about our knowledge: ...

Article
AI Search
Best Practices
KCS
Now Assist

iPhone ServiceNow Agent login

Forgive me if this is the incorrect forum. For months I had been able to use the ServiceNow Agent app for my company's instance. Now I receive a message and can not login to the app. I have wiped my iPhone and rebuilt it. I still get an error. W...

Question

How should GPU dependencies of self-hosted LLMs be modeled in AI Control Tower and CMDB?

Hi community,I’m looking for guidance on connecting a self-hosted LLM’s AI inventory in AI Control Tower to its runtime and underlying GPU infrastructure in CMDB.I reviewed the AICT with CSDM white paper and inspected the collection scripts and tran...

Question

Integrate CISCO WEBEX CONTACT CENTER CTI

i am having a requirement to integrate servicenow with CISCO WEBEX CONTACT CENTER CTI but unable to proceed post installation and if anyone is familiar with complete setup and usage for agent to receive calls and also to create case post call is co...

Question