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) ServiceNow Otto skills and AI agents. The rollout is tied to individual store app release schedules, di...
Otto (Now Assist) is the name given to experiences powered by AI at ServiceNow. It empowers your agents/customers to get help, solve problems, and drive resolution. Note: Otto is replacing the Now Assist name in our product and content. In some ca...
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...
ServiceNow introduces a new agentic capability, AI Specialists, that join your team, work your incidents, and continuously improve over time. The first delivered out-of-box AI Specialist, the L1 Service Desk AI Specialist, is now generally available....
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 gener...
You can measure the assists consumption across your user's department via using Platform Analytics, breakdowns, and the department field on the User table. Note that the AI Admin Center provides analytics on the number of executions run by Department...
What is the Agentic Usage Overview Dashboard? The Agentic Usage Overview Dashboard is where platform admins go to monitor usage from inbound agentic connections to MCP servers in MCP Server Console. It contains visualizations that help you asses...
Building Agentic flows that can understand documents and images with the Content insights AI agent - A User Guide Overview Unstructured inputs often introduce bottlenecks in enterprise workflows. While AI Agents in ServiceNow primarily understand...
Enable seamless cross-organizational cooperation for the digital AI Agent workforce. Leverage an ecosystem of agent interoperability with A2A. Equip ServiceNow AI Agents with best-of-breed external tools via MCP, expanding AI's reach and avoiding re...
What is Action Fabric? Action Fabric is ServiceNow's framework for connecting AI agents across your enterprise. AI agents are software programs that can reason, plan, and take autonomous action on behalf of a user; unlike a chatbot that answers q...
What is AI Search as an MCP tool? MCP Server Console now supports AI Search as a native tool type. Instead of building a custom tool to replicate search, you bind an MCP tool directly to an existing AI Search profile. The agent's queries stay scop...
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...
Agentic Evaluation and Troubleshooting Guide Table of Contents Navigate to Automated Evaluation Configure Evaluation Settings Name and Select Workflow Select Evaluation Metrics Create and Configure Dataset Set Up Dataset Parameters Add...
1. What this agentic workflow does The Predict service and transfer HR cases agentic workflow analyzes a newly created HR case and automatically routes it to the most appropriate HR service. It is designed to triage the high volume of general-inq...
Build Your First AI Agent in ServiceNow In this post, we’ll create a simple AI Agent from scratch that can generate an Incident. This is a beginner-friendly walkthrough meant purely for learning purposes. Step 1: AI Agent plugins are licensed (n...
Why your enterprise needs a control tower -Airport Analogy A major airport manages hundreds of aircraft daily. Each plane has navigation systems, weather radar, autopilot, cargo management, and safety features. Some are managed by the airline. Others...
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) ServiceNow Otto skills and AI agents. The rollout is tied to individual store app release schedules, di...
AI Guardian was formerly named Now Assist Guardian. Last updated Q3 2026. Overview What is AI Guardian? AI Guardian is a built-in platform component that ships with the Generative AI Controller and is key to ServiceNow’s Secure and Responsible AI app...
From Blank Canvas to Brilliant Demo: How an AI Architect Solved the Data Problem for Now Assist Agentic AI Will Fail Without Data Discipline From “No-Go” to Confident Go-Live: How AI Data Kit Rescued an Agentic Evaluation If there’s one thing this 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...
If you're setting up AI agents or managing who can administer your instance, two access changes are worth knowing about before you run into them unexpectedly. You could interpret both as "access got stricter" but they're separate: one controls whethe...
Voice AI That Fits Any Telephony Stack: Meet Customers Where They Are AI Voice Agents are transforming how organizations serve customers. They can understand intent, automate work, take action across enterprise systems, and resolve issues end-to-en...
Use the File Upload tool for a situation where you want to feed additional documents, information, or context to your AI agent. The AI agent will leverage the uploaded file during runtime to help complete its assigned task or objective. It's import...
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