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...
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...
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...
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...
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....
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...
I’ve seen a lot of questions from folks wondering how they can configure their AI agent to accept an attachment from a user, rather than relying on pre-situated attachments, like I shared earlier with the File Upload Tool. There’s a few ways to do ...
Why this article? During my recent ServiceNow AI Implemntation training sessions, I received several questions from participants who had successfully created AI agents and their associated skills to address specific use cases, but could not find thos...
In Article 2,Agentic AI Will Fail Without Data Discipline - Nandhakumar and I argued that agentic AI projects fail on data, not models and cited Gartner’s projection that over 40% of agentic AI projects will be scrapped by the end of 2027, citing esc...
ServiceNow Virtual Agent powered by Now Assist can significantly enhance self-service experiences, so it is equally important to evaluate the quality of those interactions to ensure users receive accurate, effective, and reliable support. Organizatio...
Now Assist ITSM's Resolution Notes Generation feature automates summary creation for resolved incidents. By extracting data from specific fields, it generates a concise summary that agents can review and edit. While this works seamlessly in standard ...
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