Otto (Now Assist) is the name given to experiences powered by generative AI at ServiceNow. It empowers your agents/customers to get help, solve problems, and answer questions through a variety of new features documented below. Note: Otto is replac...
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) Now Assist skills and AI agents. The rollout is tied to individual store app release schedules, differe...
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...
What is MCP Server Console? MCP Server Console is where ServiceNow administrators build and manage MCP servers: collections of tools that external AI agents and MCP clients can discover and call. Each server is a curated catalog of capabilities ...
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...
In this tutorial, we’re going to go over MCP client setup to connect to a ServiceNow MCP Server via OAuth 2.0. I’m going to use the HRSD MCP Server (released August 2026) and demo the use case against the HR Knowledge Search tool. I’m going to use ...
What is MCP Server Console? MCP Server Console is ServiceNow's purpose-built control plane for publishing and governing AI agent connections. It lets administrators package ServiceNow capabilities — including Now Assist Skills, Knowledge Graph, Sub...
The Touchless Enterprise · Part 2 of 6 Read the instancebefore you design the agent. Harvest, filter, score, visualise — a method for turning an instance into a decision, in that order and no other. By Timo Weber (Senior AI Solution Architect) and ...
Otto (Now Assist) is the name given to experiences powered by generative AI at ServiceNow. It empowers your agents/customers to get help, solve problems, and answer questions through a variety of new features documented below. Note: Otto is replac...
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...
In Q1 2026, we introduced the Use an AI agent Flow action for Subflows. If within the context of AI agent tooling, you can use the AI agent’s Subflow Tool to invoke another AI agent within the same execution thread. The invocation pattern would loo...
Ana Clara Pessan ServiceNow Partner Talent Strategist ana.pessan@servicenow.com March, 5, 2025 In the world of artificial intelligence, the evolution of workflows is transforming how companies operate. Within this landscape, ServiceNow is leading...
Why Assignment Group Prediction Is Hard If you've worked in ITSM for any length of time, you know the pain of misrouted incidents. A user submits a ticket with "Workday timesheet not saving" and it bounces between the Service Desk, the Application De...
The Touchless Enterprise · Part 4 of 6 · Layer 2 Layer 2The gatekeeper you can build today. One narrow agent on every unqualified record. What it should actually do — judge quality, ask the right question back, answer the easy ones — and a concrete...
The Touchless Enterprise · Part 3 of 6 · Layer 1 Layer 1Deflect where the request is born. Why deflection is a per-channel design problem — and a working build for the one place with the most leverage: the record producer itself. By Timo Weber (Sen...
The Touchless Enterprise · Part 1 of 6 One flow.Three layers. A pattern we keep arriving at when customers ask where to start with AI Agents — and why the answer is almost never a product. By Timo Weber (Senior AI Solution Architect) and Thomas Gee...
Disclaimer: This is a personal project, and is not an official plugin from ServiceNow. No warranty is given. I'm excited to share something I've been working on privately: a custom Now Assist Skill that automatically generates release notes from th...
Lab Objectives In this lab you'll achieve the following learning objectives: Understand Now Assist Skill Kit capabilitiesDevelop a custom generative AI skillApply best practices in prompt engineeringIntegrate a skill into a flow Overview ServiceNo...
In August 2026, we introduce (finally!) the ability to export an AI agent to update set. This allows us to move our AI agent configuration into XML payloads that can be freely imported to another instance. This won’t be all that interesting for seaso...
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...
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...
This article is for customers upgrading to Yokohama Patch 6 and Zurich Patch 1 Today's enterprises are embracing AI to transform operations, but a "one-size-fits-all" strategy no longer works. Different departments have unique AI needs, from IT's a...
Voice AI is scaling. Can you see how it’s performing? More of your customers’ first conversations now happen with an voice AI - all without a human in the loop. That’s the promise of voice AI: instant, natural, always-on service at scale. However...
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) Now Assist skills and AI agents. The rollout is tied to individual store app release schedules, differe...
What is Now Assist Guardian? Trustworthy and responsible AI empowers customers and participants in the AI lifecycle to make informed decisions. Now Assist Guardian is a built-in platform component that ships with the Generative AI Controller and is k...
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