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...
I've watched smart teams burn six weeks building an agentic use case that worked perfectly. Sadly, it solved a problem nobody actually had. It's a quiet kind of failure. Nothing blows up. The demo wor...
The Adoption Opportunity You've rolled out Now Assist, AI Agents, and Otto (Employee Slate). The platform team built it, leadership wants the ROI story, and the pieces are in place. The teams that w...
Join our AI Control Tower UX Research Panel and make your voice count in shaping the future of ServiceNow AICT experiences. As a panelist, you'll get exclusive access to interactive research sessions ...
Go From Zero to Hero in Hours with ServiceNow’s AI‑Driven Onboarding ServiceNow’s Platform Academy kicked off the year with one of its most exciting sessions yet—an inside look at Dynamic Guidance, th...
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...
Jev is a pretty hyped topic at the moment. When I first read about it and understood the purpose of a System One model, I immediately realized this is exactly what we need on the ServiceNow AI Platfor...
Otto Panel in AI Admin Center Can Do a Lot More Than You Think Table of Contents Overview What the Conversational Interface Covers Three Agents Doing the Actual Work Self-Healing AI Agent AI Admin Cen...
A Service Desk Team Lead who also owns the support process runs two questions at once. How do I get the team through today's work, and what needs to change so tomorrow's is better? I believe the usefu...
Unlocking Productivity and Accessibility with Doc-to-Voice Agent Transforming the Way Enterprises Interact with Documents Table of Contents Reimagining Document Interaction: Let Your Documents Talk Ba...
Platform Academy: Stop Guessing If You're AI-Ready: AI Admin Center Has a Score for That Table of Contents Overview AI Readiness: An Actual Score, Not a Gut Check What It Covers How to Use It Re-Run I...
How to Build a Self-Optimising AI Triage Architecture on ServiceNow The architecture behind this build was covered in Smarter Triage: a layered AI architecture that keeps costs in check at scale. If y...
IntroductionThis is the third article in my mini-series exploring Moveworks' capabilities by teaching it to manage stories in ServiceNow.Here is the full list of articles in the series:Part 1: Create ...
Stop Redacting by Hand. Let AI Do the Heavy Lifting. Introducing: Redaction Agent for SmartDocs GA August 2026 Table of Contents What is the Redaction Agent? Who this is built for - and why they'll ca...
Reduce Support Requests and Drive Self-Service Adoption with Our New Dynamic Guidance Course Table of Contents Introducing: Getting Started with Dynamic Guidance Why Dynamic Guidance matters? The Miss...
Premium Chat 101 If you have opened the Otto Panel (fka Now Assist Panel) lately, you know it consists of only text based chats with maybe a hyperlink to a catalog item or knowledge article. Premium C...
Extend Dynamic Guidance with Your Knowledge Base: A Complete Configuration Guide Table of Contents Why this matters Step 1: Open the Dynamic Guidance Search Profile Step 2: Point it at your Knowledge ...
High-volume triage is one of the most common pain points in enterprise service management. Requests come in through portals, voice, emails, EmployeeWorks... Every one of them needs to land with the ri...
Watch Your Assists in Real Time: Usage Alerts Are Here Minimum Version: Australia Patch 4 Feature: Usage Alerts in AI Admin Hub Role: sn_nowassist_admin Note: As of Australia Patch 5 or Zurich Patch...
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Smarter Triage: a layered AI architecture that kee...
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Share Your Experience: How You Prepare Data for AI...
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Stop Debugging, Start Building: Agentic ATF Brings...
