ServiceNow AI Platform

Featured What's new in AI Control Tower for August & September 2026

What's New in AI Control Tower August & September 2026 What is AI Control Tower? AI Control Tower is the ServiceNow control plane for discovering, governing, securing, observing, and measuring AI across the enterprise. It gives AI Stewards, risk...

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Featured AI Passport: business context for every AI agent, at every enforcement point

Most organizations control their AI agents with policy. A gateway checks a rule before the agent calls an API; a policy engine decides whether a tool call goes through. That works until the rule needs something the request doesn't carry: who answers ...

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Featured Introducing Knowledge Center with Advanced Editing, powered by Now Assist

Introducing Knowledge Center Smarter Knowledge Management with Now Assist AI and Advanced Editing Knowledge has never mattered more—especially with AI depending on accurate, fresh, well-structured content. Knowledge Center for ServiceNow's Knowledge...

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AI Search
Best Practices
KCS
Now Assist

Featured Stop Installing, Start Assessing: AI Readiness Has a New Home

If you have used the AI Readiness Evaluation store app to evaluate instance readiness for adopting ServiceNow Otto and Agentic AI capabilities in AI Search, Virtual Agent, IT Service Management (ITSM), Customer Service Management (CSM), and HR Servic...

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Featured Platform Security #3 - How to Increase Platform Security - Security Hardening score

Let's talk about security in a way that's easy to digest. As a ServiceNow Product Owner, I understand the significance of security hardening cannot be overstated when it comes to strengthening and fortifying your instance/platform Imagine your Serv...

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Customer Security and Trust (CST)

Resolved! ITSM Advanced - Where is the contextual sidebar in the new SOW?

Hello,Since ServiceNow is changing their licensing model names, from Pro to Advanced etc... Some new features are coming with it.I myself, am working in an environment with it. And while exploring the new AI capabilities in the Service Operations Wor...

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Your security questions just got a faster answer

Security work runs on questions that can’t wait. Is this field encrypted? Who can access that key? Why was that session blocked? Getting answers usually means digging through configuration screens, documentation, and a few hallway conversations. Se...

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Platform Security

🔍 Improving AI Search Results with a Synonym Dictionary and a Boost Rule

Introduction Search doesn't always understand what users type. In my case, an incident mentioning OOO couldn't find the Out of Office article. This article shows how I improved the search experience using a synonym dictionary and a boost rule. STE...

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Report a knowledge gap

What is your process for end users to report a knowledge gap? For instance, they run a search on Now Assist and there's no information or a supporting article for their search. Is that just a simple intake form?Do you do it pro-actively looking at se...

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Determining If a Topic Deserves a Knowledge Article

Does your team or company have rules for determining when to create a new knowledge article, when to update an existing one and when to ignore the topic?I'd like to create guidelines I (I'm a team of one) can follow to know when a new article is requ...

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How does ServiceNow Knowledge search rank articles, and does the Meta field improve searchability?

Hi everyone,I’m looking to understand how the ServiceNow Knowledge search engine works, particularly how it matches a user’s query to knowledge articles and ranks the results.Which article fields influence search relevance- is it the title, keywords ...

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What's new in AI Control Tower for August & September 2026

What's New in AI Control Tower August & September 2026 What is AI Control Tower? AI Control Tower is the ServiceNow control plane for discovering, governing, securing, observing, and measuring AI across the enterprise. It gives AI Stewards, risk...

Article

Licenses consumption usage report - what are the tables / data sources?

I need to produce a dashboards to track licenses usage. Subscription Management is OK but not enough. Is there a documentation about what tables or data sources to base my visualizations on? We use all sort of products, like ITOM, CSM, HR, etc. Not a...

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Show Record Information when creating a new Incident in the Service Operation Workspace Sidebar

Hi all,I'm currently working on customizing the Service Operations Workspace (SOW) in the UI Builder and ran into a challenge. Use Case:When creating a new Incident record in SOW, I would like the Record Information Sidebar (shown on the right-hand s...

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Before You Buy Another AI Tool: An AI Readiness Checklist for ServiceNow Customers

Master's students studying IT strategy recently interviewed me about how enterprises build an AI strategy that actually delivers. One pattern came up again and again from my work with clients in Thailand and around the world. Companies buy AI feature...

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Demystifying REST API Access Policies: What You Need to Know (Part 1)

If you've ever wondered how to control who can access your APIs and under what conditions, this blog is for you. We'll walk you through REST API Access Policies — what they are, why you need them, and how to configure them effectively. This blog co...

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Save button not working in workspace for new form component

Hello Experts, After trying everything on my own, I am seeking your guidance on this issue. I have created a 3 form views other than default view to show them on workspace record page(as shown in attached screenshot). To achieve this in workspace I ...

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Domain Separation in ServiceNow: Understanding Multi-Tenant Data and Process Isolation

IntroductionIn many organizations, a single ServiceNow instance is used by multiple customers, business units, or organizations. While sharing the same instance reduces the need to maintain multiple environments, it also creates an important requirem...

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sending files from sys_attachment from servicenow to sftp server without using sftp spoke

Is it possible to send the files from sys_attachment table to sftp server without using sftp spoke?We dont have spoke enabled as of now. And also dont have any file transfer application like MFT, etc.Looking for the alternative approach to send the l...

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Administration: Importing & Transforming of External Data || Knowledge & Troubleshooting Resources

I recommend bookmarking this article so that you are automatically notified by email when changes are made by me.If you miss any content, please leave it as a comment and I will add it to this article. Table of Contents What is Importing?Easy Impo...

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