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 Now Assist Implementation journey, below is a curated list of resources that will help you get started. For planning your deployment, and based on the lessons learned above, the following links can get...
Now Assist is the label 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. Where should you start b...
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...
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...
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...
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...
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...
"How do I add AI capabilities to ServiceNow without building from scratch?" "My agents need help writing faster, but I don’t want to disrupt their workflow." If you are already using Now Assist licensing in ServiceNow, you may already have an AI a...
What is the Group Action Framework (GAF)? Group Action Framework is used as a framework to assist in building workflows that utilize insights derived from sets of related data such as incident and case records. It utilizes generative AI and machin...
Accelerating Agent Responses with Now Assist’s Activity Response Generation When customer service or IT tier agents face complex cases with dozens of updates, they spend valuable time scrolling through activity streams to understand the case hi...
Knowledge articles aren't just text. Ours had SharePoint links, intranet portals, Viva Engage pages, external docs — all embedded as raw <a href> tags in the article HTML. When we built the agent, we initially ignored them. Bad idea. Users were getti...
A Unified PhilosophyArtificial Intelligence today is both a promise and a challenge. Enterprises are experimenting with countless models, datasets, and AI systems across different teams, platforms, and vendors. While innovation is thriving, the absen...
Note: The following properties are available as of the Australia Patch 3 release (June 2026) Now Assist AI Agents does not charge for tokens, it charges for value in the form of assists. Here are properties you can use to manage and protect your as...
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...
What are MCP Apps? MCP Apps are a feature of MCP Server Console that lets you attach a custom HTML interface to a tool. When a compatible MCP client calls that tool, instead of returning plain text, the client renders your HTML in an iframe along...
Overview Learn how to configure large language model (LLM) providers for Now Assist skills and AI Agents. This guide covers connection types—from ServiceNow managed models to bring-your-own solutions—with step-by-step configuration instructions and...
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