Clarification Needed on Now Assist Assist Usage and Limits

SathishB1579302 · 3 weeks ago

Hi Team,

I would like to get a confirmation regarding the usage of Now Assist and how assists are consumed. I could not find clear documentation about this, so I wanted to check with the community.

From my understanding, Now Assist consumes assists whenever it is used. An assist is a unit that measures the usage of generative AI features in ServiceNow. When a company implements Now Assist, it typically purchases a certain number of assists based on expected usage. For example, a company might purchase 60,000 assists per year as part of its subscription.

Each time a Now Assist feature is used—such as incident summarization, resolution notes generation, or other AI-powered actions—the system consumes assists from the purchased quota.

Based on this understanding, if AIOps LEAP features trigger Now Assist or if features like incident summarization are used, would that also consume assists from the organization’s available assist pool?

Could you please confirm whether this understanding is correct? If there is any official documentation related to this, it would be very helpful if you could share it.

Thank you in advance for your guidance.

rpriyadarshy · 3 weeks ago

@SathishB1579302

From my understanding, Now Assist consumes assists whenever it is used. An assist is a unit that measures the usage of generative AI features in ServiceNow. When a company implements Now Assist, it typically purchases a certain number of assists based on expected usage. -->

(1) It Comes in 2 Flavors AI Starter Starter Pack with 25 ITIL Pro+ Licenses with 150K Assists. If You Consume 150K Assist in next 6 Months Service-now gives You 1/2 million Assists free.

(2) This starter Pack is only for 1 Year and it cannot be renewed. So Next Year you need to either Upgrade ur License stack to Pro+ or Ent+. In Case of Pro+ or Ent+. You get (6K* No of ur ITIL License) no of assists Yearly.

For example, a company might purchase 60,000 assists per year as part of its subscription.

Each time a Now Assist feature is used—such as incident summarization, resolution notes generation, or other AI-powered actions—the system consumes assists from the purchased quota --> YES and It Includes Dev+QA+Prod Sum

Based on this understanding, if AIOps LEAP features trigger Now Assist or if features like incident summarization are used, would that also consume assists from the organization’s available assist pool?--> YES

Regards

RP

rpriyadarshy · 2 weeks ago

@SathishB1579302 Please close the Thread if you Got the Answer.

Regards

RP

SohamTipnis · 3 weeks ago

Hi @SathishB1579302,

Maybe this blog/article will help you, buddy:

https://www.servicenow.com/community/virtual-agent-forum/now-assist-for-itsm-transforming-it-with-ge...

If you find my answer useful, please mark it as Helpful and Correct. ‌‌‌‌‌‌‌😊

Regards,
Soham Tipnis
ServiceNow Developer || Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10