Lindsey G-Prada
ServiceNow Employee
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6 hours ago
How to Monitor and Manage Now Assist Usage in Subscription Management
Subscription Management gives you a single, account-level view of Now Assist consumption across all your instances. Use this guide to understand how assists are counted, where to find your usage, and how to stay ahead of your entitlement.
KEY CONCEPTS
How Now Assist usage is measured
Assists and actions
An action is one use of a Now Assist skill. An assist is the unit that's billed. Each skill has an assist ratio, so total assists = actions × assist ratio. Simple skills like summarization use few assists, while complex agentic workflows use many more.
The 365-day burn-down model
Your purchased assists form an annual pool that resets on your contract anniversary date. Usage is tracked against that pool throughout the contract year. This replaced the earlier rolling 365-day look-back model and makes consumption easier to predict.
Which instances count
Production and sub-production instances both count toward your total. Demo and evaluation instances are excluded. Testing in dev and test environments uses assists from the same pool as production.
WHERE TO FIND IT
The Now Assist usage page
Navigate to Admin > Subscription Management > Subscriptions > Now Assist usage. The page includes:
Account-level summary: Total purchased, total used, and available assists.
Instance view: Which instances are consuming the most assists.
Skill-level breakdown: Actions, assist ratio, and total assists for each skill.
Usage trends: Daily and monthly assist history.
FAQ
Frequently asked questions
Entitlements and billing
If I buy 500,000 assists per year on a 3-year contract, am I only over if I use more than 1.5 million in total?
No. Usage is tracked per contract year and resets on your anniversary date. If you exceed 500,000 assists in any single year, you may incur overage charges for that year, regardless of the contract's total length.
What are primary and secondary entitlements?
A primary entitlement is the subscription you purchased, such as Now Assist for ITSM. Secondary entitlements are capabilities included with it. They aren't purchased separately, don't cost extra, and don't change access or enforcement. Usage generally rolls up to the primary entitlement.
Does Moveworks Assist count toward the same meter?
Yes. Starting November 1, 2026, Moveworks Assist usage counts toward your Assist meter. See KB3147691 for the rollout timeline and required steps.
Viewing and reading usage
How do I see which skills consume the most assists?
Use the skill-level breakdown on the Now Assist usage page. It shows actions, assist ratio, and total assists for each skill.
Why do the Assists usage details and Assists utilization history charts show different numbers?
They use different data pipelines and time logic, so the numbers aren't expected to match. Use Assists usage details to compare relative usage across skills. Use Assists utilization history for exact daily or monthly counts and trends.
What does "Custom Call" mean?
It's a reporting category, not a feature or SKU. It groups usage from custom-built skills, such as those created with Now Assist Skill Kit, AI Agents, Flow Designer, Virtual Agent, or scripts. Custom Call usage consumes assists like any other skill when it's properly mapped to a subscription SKU. If you see Custom Call usage with low or zero assists, the skill may not be fully mapped.
Where do I see Now Assist Creator usage?
If you're entitled to Now Assist Creator, a dedicated usage page appears in Subscription Management showing allocated users and purchased entitlements. Subscription Management only shows products you're entitled to.
Can I see skill-level usage without data sharing?
No. Skill-level visibility requires data sharing to be enabled. Without it, usage details for restricted instances are hidden.
Managing usage
Can I set up usage alerts at thresholds like 50%, 75%, or 90%?
Not yet. Alerts and threshold notifications are on the roadmap but aren't currently available in Subscription Management.
How do I reduce usage if I'm near or over my purchased assists?
Review the skills consuming the most assists. Then work with your account team to decide whether to turn some off or adjust how they're used.
Does usage carry over when moving from dev to prod with update sets?
No. Update sets don't carry usage data, and usage in dev, test, and prod all counts toward your total.
Troubleshooting
What if I don't see Now Assist in Subscription Management?
Check these in order. (1) Confirm with your account team that you're entitled to Now Assist. (2) Confirm Now Assist is enabled and up to date on your instances, and that you're on the latest Subscription Management version. (3) Repair the Subscription Management plugin. (4) If it's still missing, submit a support case.
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