AI Readiness Evaluation

  • Release version: Zurich
  • Updated March 12, 2026
  • 2 minutes to read
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    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of AI Readiness Evaluation

    The AI Readiness Evaluation app is designed to help ServiceNow customers prepare their organizations for implementing agentic AI across IT Service Management (ITSM), Customer Service Management (CSM), and five additional job roles. It provides a guided approach through three key stages: exploring the app, configuring scheduled jobs and settings, and using dashboards and assessments to evaluate AI readiness.

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    Key Features

    • Guided Setup: Step-by-step configuration and scheduling of evaluation jobs to tailor the AI readiness assessment to your organization’s needs.
    • Dashboards and Assessments: Visual tools and metrics to analyze readiness levels and identify areas for improvement before AI implementation.
    • Multi-Job Role Support: Evaluation covers ITSM, CSM, and five other roles, enabling a broad organizational perspective on AI preparedness.

    Important Considerations

    • Model Provider Availability: Not all AI models or features are accessible to customers with in-country SKUs, or those operating in restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted setups, or regulated markets. Availability varies by region and is subject to updates in future releases.
    • AI Limitations: The app relies on AI and machine learning, which can produce incomplete or inaccurate results. Customers must conduct thorough testing, maintain human oversight, and avoid sole reliance on AI outputs—especially in sensitive areas like healthcare, finance, legal, and security.
    • Data Processing and Privacy: Customer data is transferred from individual ServiceNow instances to centralized environments, potentially across regions and through third-party cloud providers (e.g., Microsoft Azure). Data handling complies with ServiceNow’s internal policies and compliance standards.
    • Data Collection and Opt-Out: Inputs, outputs, and edits from the app are collected by ServiceNow to improve AI technologies. Customers have the option to opt out of future data collection to maintain control over their data.

    Next Steps for Customers

    • Begin by exploring the AI Readiness Evaluation app to understand its capabilities.
    • Use the guided setup to configure and schedule evaluation jobs tailored to your organization.
    • Regularly monitor dashboards and assessments to track your organization’s AI readiness progress.
    • Review compliance and data privacy implications before deploying AI-related features.
    • Stay informed about model availability and capabilities through ServiceNow release notes and knowledge base updates.

    The AI Readiness Evaluation app helps prepare your organization for implementing agentic AI for ITSM and CSM, and five other jobs.

    Choose one of these tiles to get started.

    Important:
    • Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.