Why this article? During my recent ServiceNow AI Implemntation training sessions, I received several questions from participants who had successfully created AI agents and their associated skills to address specific use cases, but could not find thos...
In Article 2,Agentic AI Will Fail Without Data Discipline - Nandhakumar and I argued that agentic AI projects fail on data, not models and cited Gartner’s projection that over 40% of agentic AI projects will be scrapped by the end of 2027, citing esc...
ServiceNow Virtual Agent powered by Now Assist can significantly enhance self-service experiences, so it is equally important to evaluate the quality of those interactions to ensure users receive accurate, effective, and reliable support. Organizatio...
Now Assist ITSM's Resolution Notes Generation feature automates summary creation for resolved incidents. By extracting data from specific fields, it generates a concise summary that agents can review and edit. While this works seamlessly in standard ...
What is MCP Server Console? MCP Server Console is the inbound surface of ServiceNow's Action Fabric, giving enterprises a centralized workspace to register, govern, and monitor the AI tools they expose to external agents and clients. Every tool ...
A Unified PhilosophyArtificial Intelligence today is both a promise and a challenge. Enterprises are experimenting with countless models, datasets, and AI systems across different teams, platforms, and vendors. While innovation is thriving, the absen...
With the September 2026 release, the Studio has been completely reimagined with a new build experience and faster path from ideation to deployed agent. The goal: compress time-to-first-agent for both technical and non-technical builders alike. Rede...
General Q: What is AI Agent Advisor?AI Agent Advisor analyzes operational data in your instance to identify recurring patterns across records — each pattern representing a candidate process for automation. It prioritizes those opportunities by vo...
The Touchless Enterprise · Part 6 of 6 Six thingsthat bite you. None of them show up on a whiteboard. All six showed up in production — usually months after launch, once nobody was watching the rule anymore. By Timo Weber (Senior AI Solution Archit...
The Touchless Enterprise · Part 5 of 6 Scoped to a category,not a team. Layer 3 is where the pattern gets specific — and where the org chart stops being the right boundary. By Timo Weber (Senior AI Solution Architect) and Thomas Geering (AI Archite...
As of the Australia Patch 3 release + Now Assist in Virtual Agent v19.0 store app, we provide new configurations and table that allow you to configure and measure feedback (thumbs up/thumbs down), including text-based granular feedback, from your Vir...
Autonomous workforce FAQ and troubleshooting Last updated September 2026 What is an autonomous workforce and AI specialist? An autonomous workforce is a collection of various AI specialists each specializing in different domains. An AI specialist i...
ServiceNow AI Agents: Build, Operations & Governance Guide Australia release · Varun Gupta Most #AI agent problems in the field are not model problems. They are the same four questions asked too late: what should I have checked before building, why i...
What is the Group Action Framework (GAF)? Group Action Framework is used as a framework to assist in building workflows that utilize insights derived from sets of related data such as incident and case records. It utilizes generative AI and machin...
Here we’re going to showcase how to set up a Microsoft Copilot Studio Agent to use a ServiceNow Model Context Protocol (MCP) Server tool. Credits: This is not my tutorial; I’m just going through the steps again as this was a frequent customer ask a...
We're delighted to announce five brand new assets designed to help you implement AI agents in your organization. These guides are written by ServiceNow experts with real-world experience in implementing our products. To help navigate the leading-ed...
AI Agents FAQ & Troubleshooting Last updated July 2026 for Australia Patch 4 *Safe harbor applies for forward-looking statements* What’s an AI Agent at ServiceNow? AI agents are autonomous systems that interact with their environment to gather d...
Tracking Now Assist Usage: Your Complete Guide to Measuring ROI and Adoption If you are responsible for managing Now Assist in your ServiceNow environment, you have likely asked yourself these questions: Which teams are using Now Assist the m...
In this tutorial, we’re going to go over MCP client setup to connect to a ServiceNow MCP Server via OAuth 2.0. I’m going to use the HRSD MCP Server (released August 2026) and demo the use case against the HR Knowledge Search tool. I’m going to use ...
The Touchless Enterprise · Part 2 of 6 Read the instancebefore you design the agent. Harvest, filter, score, visualise — a method for turning an instance into a decision, in that order and no other. By Timo Weber (Senior AI Solution Architect) and ...
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