Using agentic AI in Now Assist for Field Service Management (FSM)

  • Release version: Australia
  • Updated March 27, 2026
  • 2 minutes to read
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    Summary of Using agentic AI in Now Assist for Field Service Management (FSM)

    Now Assist for Field Service Management (FSM) leverages agentic AI to streamline work order creation, parts management, and technician scheduling. These AI agents are accessible both on the ServiceNow platform and the ServiceNow Agent mobile application, enhancing operational efficiency in FSM processes.

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    Access to these AI features depends on your ServiceNow license tier, which governs availability of specific application features, generative AI skills, agentic workflows, and AI agents.

    Key Features

    • Create work order AI agent: Enables creation of work orders using text or images, simplifying and accelerating work order management.
    • Parts Manager AI agent: Tracks and validates parts usage when closing work order tasks by analyzing activity notes, automatically updating parts statuses and inventory levels.
    • FSM Scheduling AI agent: Helps workforce managers assign technicians to shifts through conversational AI, create recurring shifts, and send reminders to technicians who have not responded.

    Configuration and Security

    To deploy AI agents, you must install and set them up on your ServiceNow instance. You can select AI model providers such as Now LLM Service, Azure OpenAI, Google Gemini, or Anthropic Claude on AWS for generative AI skills.

    Use the AI Control Tower’s Configuration Controls and the Now Assist Admin console to define available options and set preferences for AI skills. Security is enforced through Access Control Lists (ACLs) and user identities to govern AI agent and agentic workflow execution.

    Agentic workflows and AI agents are read-only by default and use role masking for user access. When configuring user access by specific roles, ensure the appropriate security controls include those roles to maintain proper permissions.

    Practical Benefits

    • Accelerates and automates routine FSM tasks, reducing manual effort and errors.
    • Improves accuracy and efficiency in parts inventory management and work order handling.
    • Enhances workforce scheduling with intelligent, conversational assignment and reminders.
    • Supports flexible AI model integration and fine-tuned security controls for compliance and governance.

    Use the AI agent collection for Field Service Management to create work orders and manage parts on the platform or the ServiceNow Agent application.

    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.
    Table 1. Available AI agents for Field Service Management
    AI agents Description
    Create work order Creates a work order using text or an image. The AI agent can be accessed on the platform or on the ServiceNow Agent mobile application.
    Parts Manager Tracks and validates parts usage when closing work order tasks. The AI agent analyzes activity notes to update parts statuses and automatically adjusts inventory. The AI agent can be accessed on the platform or on the ServiceNow Agent mobile application.
    FSM Scheduling Creates and manages shifts for Field Service technicians. Workforce managers use conversational AI to assign technicians to shifts, create recurring morning and evening shifts, and send reminders to technicians who haven't responded to the shift. The AI agent can be accessed on the platform or on the ServiceNow Agent mobile application.

    To install and set up AI agents on your instance, see Install Now Assist AI agents and Set up Now Assist AI agents.

    Note:

    You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

    Enable security implementation to execute AI agents and agentic workflows through Access Control Lists (ACLs) and user identities. For more information, see Implement access control in Now Assist AI agents.

    Important:
    By default, all agentic workflows and AI agent records are read only.

    Agentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with Now Assist applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.

    There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available to you, see Find AI agents.