on - edited by
Victor Chen
Learn more about our suite of products containing generative AI features by reviewing the FAQs and product documentation below. This guide will be updated as more resources become available.
What is Now Assist?
A: "Now Assist" is the name of generative AI-driven solutions and workflows that ServiceNow is delivering to drive productivity and an intelligent work and employee experience.
What is the list of Now Assist products we have available as of Yokohama?
We are incorporating generative AI into all of our workflows, and thus the list continues to grow. Some examples can be found below:
- Now Assist for Creator
- Now Assist for ITSM
- Now Assist for HRSD
- Now Assist for CSM
- Now Assist for FSM
- Now Assist for ITOM
- Now Assist for SPM
- Now Assist for IRM
- and more...
You can find a list of all options within the ServiceNow store.
Can customers use their own LLM subscription such as Azure OpenAI?
A: Customers using Now Assist products will mostly rely on ServiceNow's NowLLM. Now Assist also provides other models through OEM to use with Now Assist such as Azure OpenAI and Gemini. Customers using Now Assist Skill Kit or the Generative AI Controller to build custom generative AI skills however can choose to use their own LLM provider subscriptions (separate subscription charges may apply).
What is the commercial model for ServiceNow and Generative AI? Will ServiceNow charge for access to Generative AI?
A: Contact your account representative to learn about the licensing for Now Assist and Pro Plus/Enterprise Plus. Now Assist consumption is measured by assists. Different skills and uses consume different number of assists. You can find the Assists rate card here: ServiceNow Assist Overview
Are there plans to support more LLM providers?
A: We have 2 primary vehicles for leveraging generative AI within a ServiceNow instance -
- Our OOTB skills that we provide with Now Assist for ITSM/CSM/HRSD etc.
- Custom workflows built using the Generative AI Controller or Now Assist Skill Kit
For (1), ServiceNow's Now LLM plus other OEM LLMs can be used. As of the July 2025 release (Yokohama Patch 6), models such as Gemini, Azure OpenAI, and Claude can also be used for many OOB Now Assist skills. For (2), you can also connect to a number of external LLMs via either a spoke (list of LLMs with spokes available here) or our generic LLM connector.
We are continually building additional spokes and capabilities in this area, however, so reach out with your suggestion if you have a use case not covered by the above!
What countries/languages are supported for Now Assist?
A: All currently supported countries on the Now Platform can use Now Assist. The following languages are natively supported with Now LLM:
- English
- Spanish
- Japanese
- French
- German
- Italian
- Brazilian Portuguese
- Dutch
- Canadian French
For all other languages, we leverage Dynamic Translation to enable multi-lingual Now Assist. You can learn more here. ServiceNow provides an out-of-box translation service for Dynamic Translation when used only for Now Assist.
Custom use cases built within Now Assist Skill Kit or the Generative AI Controller, which connects to external LLMs, may support other languages since those LLMs have multi-language support. Refer to their documentation for details.
Are FedRamp/GCC customers supported for Now Assist?
A: Yes, GCC customers can access Now Assist as of June 2024. However, a subset of features is not currently available. Please reach out to your account representative for the latest information.
Are on-premises/self-hosting customers supported for Now Assist?
A: This is not generally available. Customers will need to have certain infrastructure specifications to support on-prem. Only AWS Government Cloud is supported - please see the KB below. To be whitelisted to download the images and model files in the KB, please log a Support Case and assign it to the ‘Generative AI Operationalization’ team. That team may also provide support if you have questions or run into issues. https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1523390#mcetoc_1hakbtutm7
Q: Is domain separation supported for Now Assist?
A: All Now Assist products excluding Now Assist in AI Search are able to be supported in domain separated instances. See the below documentation for more information.
- Domain Separation in Now Assist Admin
- Domain Separation and the Generative AI Controller
- Domain Separation and AI Search
I have more questions about how customer data is being used or stored.
A: Please refer to the articles linked here for support.
Can I try Now Assist on a PDI (personal developer instance)?
A: No, Now Assist apps are not enabled on PDIs at this time.
Are there Now Assist performance metrics or SLAs?
A: Now Assist performance varies by use and customer. We do not currently have published performance metrics or SLAs.
Help, I'm not able to install a Now Assist plugin on my instance!
A: Ensure that the instance is entitled to a Pro Plus/Enterprise Plus SKU and that the instance is on the latest version. Ensure that you only install/update the Now Assist for X (BU) store app. You should not install apps related to the Generative AI Controller, Skills, or Spokes individually. Once you have been licensed and the instance is updated, use the Now Assist admin console first to activate skills. If using the Plugins manager page and missing plugins, click the "Sync" button on the top right of the page, or use the "Classic App Manager" view.
How is Now LLM built? Do you have a model card?
A: Our Now LLM model cards are available in our documentation.
If I only have one of either Now Assist for ITSM or HRSD, can I use Virtual Agent or AI Search for both IT and HR use cases?
A: We recommend that you maintain separate requestor experiences especially if they only have one Now Assist product active. If you only license one of ITSM or HRSD, and for a subset of agents then you should:
- Create a custom role for the agents and only assign fulfiller seats to the licensed number of fulfillers
- On the requestor/portal side they should:
- Use Now Assist in Search and VA on a department portal (i.e. IT or HR portal) with relevant subject matter filters (by Category, by Org.) Use the “Exclude in Now Assist Genius Results” field in the search profile for search sources that pertain to the organization that will not uptake Now Assist.
- Limit Now Assist summaries, and catalog only to the licensed department content. E.g., for catalog items you can use the "Turn off Now Assist conversation for this item" field.
Am I charged for assists when the provider returns an error?
For OOTB skills leveraging a NowLLM, if the request results in an error, we do not charge an assist. This includes if Now Assist Guardian guardrails are triggered.
For OOTB skills that use a 3rd party OEM call such as Now Assist Skill Kit's evaluation feature, we do not charge assists for requests that return with an error.
For skills created using Now Assist Skill Kit or through the Generative AI Controller directly that use 3rd party LLMs, we again do not charge an assist when an error is returned. You may, however, incur charges by the 3rd party LLM depending on their licensing structure.
I'm getting different results between Now Assist in Virtual Agent and Now Assist in Search in portal. How do I resolve this?
First, ensure that your Now Assist plugins are up to date for your instance. Re-index AI Search sources in case it's a search issue. Then, ensure that the search profile for the Virtual Agent is the search as the search profile for the portal (configured in Portals > Search Application). If you like, you can also navigate to the Now Assist in VA setup page > Assistants > Information Sources, and click “Copy existing configuration” to copy over an existing search profile from portal to the Virtual Agent.
Additional references:
| Generative AI Foundations | Learn about the underlying foundations of our generative AI products. | |
| Data Handling & Security | Learn how was use and protect your data whilst using Now Assist. | |
| Responsible AI | Learn how we develop our LLMs with responsible AI guidelines in mind |
Products
| Now Assist for Creator | Make development on the Now Platform more efficient. | |
| Now Assist for ITSM | Empower your ITSM agents to resolve incidents faster using generative AI. | |
| Now Assist for CSM | Enable your CSM agents to effectively interact with their cases. | |
| Now Assist for HRSD | Improve resolution times for HR Cases by incorporating generative AI features. | |
| Now Assist for FSM |
Enable your agents to generate work order task closure summaries so that they can close tasks faster and with more detailed notes. |
|
| Now Assist for SPM | Analyze feedback using generative AI. | |
| Now Assist for ITOM | Provide probable root cause analysis and remediation steps to expedite resolution times. |
Examples of Now Assist skills
| Now Assist in AI Search | Provides a Q&A Genius Result card with answers based on the content within your system. |
|
| Case/Incident Summarization | Summarize the contents of your records for easy comprehension. | |
| Chat Summarization | Enable agents to quickly learn the details of a chat by summarizing the conversation. | |
| Resolution Note Generation | Assist your agents to close cases by generating resolution notes from the contents of the case. |
More resources on Now Assist features
| Now Assist Skill Kit | Build your own custom generative AI skills using NASK. |
|
| Generative AI Controller | Discover our intelligent connection layer to the Large Language Models (LLM) that produces AI-generated content and create you own custom use cases. | |
| Now Assist Panel | Access particular features from within the Now Assist panel. | |
| Now Assist Admin | Implement and configure your Now Assist products from within the Now Assist Admin console. |
