If you are a new ServiceNow customer, have just zbooted your ServiceNow instance (a reset that returns your platform to out-of-the-box base settings with no data), or you simply want to kickstart your organization's AI strategy, you might be wondering where to begin with Now Assist. This guide walks you through the complete setup process, from validating your platform version to activating your first AI-powered skill. By the end, you will have a fully functional Now Assist environment that your teams can immediately start using to boost productivity.
Appendix: Resources & Reference Links
Outcomes of this Guide
After following this guide, you will:
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Verify your instance is running on a supported platform version with the latest security patches
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Understand which Now Assist skills are already active in your environment
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Successfully install Now Assist product suite plugins that align with your organization's priorities
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Enable the enhanced Now Assist panel with modern interface improvements
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Activate and configure your first Now Assist skill with role-based access controls (Update: starting in 2026, some customers may have Now Assist skills auto-activated to simplify the process. Please see step 6 and future blog posts)
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Validate that your configuration works by testing real-world use cases
Step-by-Step Implementation 🛠
Step 1: Validate your Platform Version
Before diving into Now Assist configuration, you need to confirm whether your ServiceNow instance is running on a supported family release. Running on the latest family release and patch version ensures you have access to the newest features while maintaining a secure foundation for your AI investments, as these updates also deliver critical security fixes. For this guide, we will use a Zurich Patch 3 environment as our example.
To check your version, navigate to browser url and append "stats.do" to the end (ex. https://[INSERT INSTANCE NAME].service-now.com/stats.do). Alternatively, you can navigate to https://support.servicenow.com/ to view the release version under "Manage Instances."
Step 2: Review Active Now Assist Skills
Now that you have confirmed your platform version (Zurich Patch 3 or newer), check which Now Assist skills are already activated in your environment. Navigate to All > Now Assist > Now Assist Admin to access the Now Assist Admin console. This centralized hub displays all available skills and their current activation status.
While you are in the console, verify whether the Now Assist panel itself is enabled by checking the Now Experience Settings within the admin interface. Alternatively, you can quickly confirm panel availability by looking at the top right corner of your fulfiller workspace. If you see a sparkle icon, the Now Assist panel is active and ready for use.
Step 3: Install Your Desired Now Assist Product Suite
Now Assist skills are bundled into product-specific suites that align with your ServiceNow applications. For this guide, we will install Now Assist for ITSM (IT Service Management), but the process applies equally to Now Assist for CSM (Customer Service Management), HRSD (HR Service Delivery), or other product families.
Navigate to All > System Applications > Application Manager by typing "application manager" in the left navigation filter. Once there, search for "Now Assist for ITSM" in the application catalog. Select the appropriate plugin and proceed with installation. The system will automatically handle dependencies and configure the necessary components for your environment.
Step 4: Enable the Enhanced Now Assist Panel
The Zurich release introduced a significant enhancement to the Now Assist panel called Dynamic Window. This feature allows users to resize and reposition the Now Assist interface as a free-floating window, and it includes a refreshed white background design that improves visual clarity. This enhancement might seem cosmetic, but it significantly improves user adoption by giving agents the flexibility to position AI assistance wherever it best fits their workflow.
To validate that Dynamic Window is enabled, return to the Now Assist Admin console and review your panel settings. If you need to activate this feature, ServiceNow has published a helpful walkthrough that demonstrates exactly how to turn on the new enhanced chat experience. Note: you may need to request AI Search and there will be screens to guide you from the AI Search > AI Search Status module.
Step 5: Activate Your First Now Assist Skill
With your platform prepared and plugins installed, you are ready to activate a specific Now Assist skill. For this example, we will enable Incident Summarization, which automatically generates concise summaries of incident records to help agents and stakeholders quickly understand key details.
Navigate back to All > Now Assist > Now Assist Admin and locate the Incident Summarization skill in the list of available capabilities. Select the skill and click to configure its activation settings. Note: you will need to ensure you are in the Now Assist for IT Service Mgmt scope.
During configuration, you will have the opportunity to:
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Define which user roles can access the skill (such as limiting it to major incident users or incident managers)
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Choose where the skill appears in the user interface (options include the Now Assist panel, Workspaces, or both)
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Review default field inputs that the AI will analyze when generating summaries (future blog post)
Once you have configured these settings to match your organizational requirements, save the skill activation.
Step 6: Validate Your Configuration
Configuration is only valuable if it works in practice. Navigate to an existing incident record in your Service Operations Workspace (or create a test incident if needed). Look for the Now Assist panel on the right side of your screen or access the skill through the workspace context menu, depending on where you configured it to appear (in this case the Workspace).
Select the Incident Summarization skill and observe how it processes the incident data. The AI will analyze fields like description, work notes, and resolution information to generate a comprehensive summary. Review the output to ensure it meets your quality expectations and provides meaningful value to your team.
Pro Tip: By default, you can add conditional logic to control when skills are available. For example, you might configure Incident Summarization to only appear when the Incident State equals "In Progress" or "Resolved." This prevents users from attempting to summarize incidents that lack sufficient information and ensures the AI has adequate context to generate useful outputs.
Best Practices for Success
As you expand your Now Assist implementation beyond this initial setup, keep these tips in mind:
- Automate Now Assist readiness. New store app can assess an instance's readiness to adopt Now Assist modules through automated analysis
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Establish role-based access controls from the beginning. Not every user needs access to every skill. Thoughtful role assignments improve security and prevent unnecessary licensing costs
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Collect user feedback systematically. Create a simple mechanism for agents to report which skills they find valuable and which need refinement. This feedback loop drives continuous improvement
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Monitor skill usage metrics. The Now Assist Admin console provides analytics on how frequently each skill is invoked. Use this data to identify adoption gaps and training opportunities
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Plan for customization after stabilization. Once your teams are comfortable with out-of-box skills, you can begin tailoring them to include organization-specific fields and business context
