Note: This document has not been generated by AI, however the AI help is taken in formatting the article. Understanding AI Security in ServiceNow: A High-Level Overview I recognize this topic deserves extensive discussion beyond what a single post ...
Building AI experiences in Servicenow is exciting, but what about testing them? If you've evaluated custom AI skills without touching real data, you know that fake data is often not useful and real data is off-limits. This is where Synthetic Data com...
At ServiceNow, building enterprise-grade AI goes beyond choosing powerful models. It requires a structured, responsible, and repeatable process that translates research into solutions, minimizing costly workflow downtime and driving real-world busine...
This article highlights some Best Practices around installing Now Assist related plugins and how to keep Now Assist capabilities up-to-date with upcoming ServiceNow family releases and patch upgrades. Refer to article Now Assist skills and plugins g...
Getting Ready for Now Assist / ServiceNow AI (*updated as per Australia Patch 2) Implementing Now Assist is a strategic move that can significantly uplift your organization's productivity and improve the engagement experience for your users and c...
AI is redefining what's possible for enterprises. The technology is undeniably powerful, but introducing it without appropriate controls creates a fundamental tension that threatens either to stall innovation or create unmanageable risk exposure. ...
I've been in the Enterprise Services space since 1998 - starting with Peregrine's ServiceCenter, then HP Service Manager, then over to ServiceNow. I worked in the Partner space before joining ServiceNow and I've implemented solutions for hundreds of ...
In May 2025 we released version 3.0.16 of Now Assist Data Kit. This version, available for those on at least the Xanadu Patch 9 & Yokohama Patch 3 versions, introduced a number of new features. No...
Note: This article has not been drafted by AI, however AI is leveraged for formatting purposes. So everyone would have searched some day or other used AI Search via portal, virtual agent or any other channel. However you would have ever given a tho...
In May 2025 we released version 4.0.3 of Now Assist Skill Kit. This version, available for those on at least the Xanadu Patch 9 & Yokohama Patch 3 versions, introduced a number of new features. Automated prompt optimization (APO) Automated prompt ...
Since our release of ServiceNow’s Generative AI solution, Now Assist, more and more of the customers I talk to are interested in applying AI to drive Intelligent Automation in the platform. Intelligent Automation combines the automated decision makin...
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. For similar topics I have written individual...
**This article was not written by AI. However AI was used to edit the content for clarity.** So you want to start with your AI journey, but everything seems overwhelming – you’re not sure where to start. Let me give you a quick overview of a step-b...
Hey folks. We've seen how to build assistive Agents using the Skill Kit, but how do we operationalize them? Its great to have a message popup on screen, but what if you want to update a field, create a record or kick off an Agent every morning at 7am...
Does anyone like writing Resolution notes? Should you write them to recap the issue? Should you write them formally as a message to the customer? The Universal Truth is no matter what you do, some of them are sub-standard. You know who you are, or...
AI Agents: Unlock autonomous productivity at scale with Otto and the Now Platform Agentic AI powered by large language models autonomously plans, reasons, and takes proactive actions. It has the ability to transform automation from pre-scripted wor...
For an overview on how you can protect sensitive data when using AI Agents and Now Assist, see this video: Q: Why is sensitive data masking important when using ServiceNow's generative AI products such as Now Assist and AI agents? A: In modern e...
Check out this latest AI Agent build, where we configure an Agent who can help managers identify opportunities and ensure a high degree of quality. Here is the prompt: ## Role You are the helpful assistant of an Incident Assignment Group manage...
Everyone wants to talk about AI Agents - but what are they really? In this video I go thru the live configuration of a new AI Agent to automate Change Management by writing backout plans for you. You can use this same approach to automatically genera...
With Now Assist Knowledge Management capability, specifically the KB Generation skill, agents can tap into generative AI to quickly create knowledge articles based on the current incident/case’s resolution data. This works great out of the box, ho...
LisaLatour
Sarah G_
