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 ...
Otto (Now Assist) is the name given to experiences powered by AI at ServiceNow. It empowers your agents/customers to get help, solve problems, and drive resolution. Note: Otto is replacing the Now Assist name in our product and content. In some ca...
Why Assignment Group Prediction Is Hard If you've worked in ITSM for any length of time, you know the pain of misrouted incidents. A user submits a ticket with "Workday timesheet not saving" and it bounces between the Service Desk, the Application De...
The Touchless Enterprise · Part 4 of 6 · Layer 2 Layer 2The gatekeeper you can build today. One narrow agent on every unqualified record. What it should actually do — judge quality, ask the right question back, answer the easy ones — and a concrete...
The Touchless Enterprise · Part 3 of 6 · Layer 1 Layer 1Deflect where the request is born. Why deflection is a per-channel design problem — and a working build for the one place with the most leverage: the record producer itself. By Timo Weber (Sen...
The Touchless Enterprise · Part 1 of 6 One flow.Three layers. A pattern we keep arriving at when customers ask where to start with AI Agents — and why the answer is almost never a product. By Timo Weber (Senior AI Solution Architect) and Thomas Gee...
Disclaimer: This is a personal project, and is not an official plugin from ServiceNow. No warranty is given. I'm excited to share something I've been working on privately: a custom Now Assist Skill that automatically generates release notes from th...
Lab Objectives In this lab you'll achieve the following learning objectives: Understand Now Assist Skill Kit capabilitiesDevelop a custom generative AI skillApply best practices in prompt engineeringIntegrate a skill into a flow Overview ServiceNo...
In August 2026, we introduce (finally!) the ability to export an AI agent to update set. This allows us to move our AI agent configuration into XML payloads that can be freely imported to another instance. This won’t be all that interesting for seaso...
This article is for customers upgrading to Yokohama Patch 6 and Zurich Patch 1 Today's enterprises are embracing AI to transform operations, but a "one-size-fits-all" strategy no longer works. Different departments have unique AI needs, from IT's a...
Voice AI is scaling. Can you see how it’s performing? More of your customers’ first conversations now happen with an voice AI - all without a human in the loop. That’s the promise of voice AI: instant, natural, always-on service at scale. However...
"How do I add AI capabilities to ServiceNow without building from scratch?" "My agents need help writing faster, but I don’t want to disrupt their workflow." If you are already using Now Assist licensing in ServiceNow, you may already have an AI a...
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