Use agentic AI in Now Assist for Integrated Risk Management (IRM)
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Summary of Use agentic AI in Now Assist for Integrated Risk Management (IRM)
ServiceNow's Now Assist for Integrated Risk Management (IRM) leverages agentic AI to automate specific outcomes through either agentic workflows or standalone AI agents. This functionality supports multiple large language models (LLMs) and includes important security controls to ensure safe and controlled AI execution within your ServiceNow environment.
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Supported Large Language Models (LLM)
- Now Assist supports several LLM providers: Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini, and Anthropic Claude on AWS.
- Administrators use AI Control Tower to configure available LLM options and set skill-level preferences within the Now Assist Admin console.
- Updates and multilingual support are available to enhance AI capabilities across diverse languages.
Security Implementation Considerations
- AI agents and agentic workflows require security implementation via access control lists (ACLs) and user identities.
- ACLs enable the Run As capability, allowing AI agents to execute actions as either dynamic users or as a designated AI user, ensuring secure and compliant automation.
Running Autonomous AI Agents
- By default, agent workflows and AI agent records are read-only and must be duplicated before activation.
- To run AI agents autonomously, you must:
- Duplicate and activate the agentic workflow.
- Activate all agents within the workflow.
- Activate a unique trigger to automatically invoke the workflow (optional if manual invocation is preferred).
- Azure OpenAI is recommended specifically for Now Assist IRM agentic workflows to optimize performance and reliability.
Standalone AI Agents
- Standalone AI agents may be installed with Now Assist but not integrated into agentic workflows.
- Administrators can view all available AI agents on their instance and explore additional agents via the AI Agent Marketplace on the ServiceNow Store.
- Dedicated documentation exists for standalone Now Assist for IRM AI agents to guide setup and usage.
Use agents within an agentic workflow or as standalone agents to achieve specific automated outcomes.
Find information such as the large language models (LLM) supported in Now Assist and security controls that are important considerations for using agentic AI.
For more information on language support, see Multilingual service for Now Assist and Multilingual support for ServiceNow generative AI products.
Supported large language models (LLM)
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You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist 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®.
- For the Now LLM Service updates, see Now LLM Service updates.
Security implementation considerations
Enable security implementation to execute AI agents and agentic workflows through access control lists (ACLs) and user identities. ACLs provide the Run As capability to let agents and agentic workflows execute actions either as a dynamic user or as an AI user. For more information, see Implement access control in Now Assist AI agents.
Considerations for running the autonomous AI Agents
To run the AI agents autonomously, you must first duplicate the agentic workflow, and then proceed with the following steps:
- Activate the agentic workflow.
- Activate all agents within the agentic workflow.
- Activate the trigger to invoke the agentic workflow automatically. The triggers for each agentic workflow must be unique. If you prefer to invoke it manually, activating the trigger isn’t necessary.
- Azure OpenAI is recommended for Now Assist for IRM agentic workflows.
Standalone AI agents
- 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 on your instance, see Find AI agents.
- To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.