Now Assist for Telecommunications, Media and Technology (TMT)

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Now Assist for Telecommunications, Media and Technology (TMT)

    The ServiceNow® Now Assist for Telecommunications, Media and Technology (TMT) application leverages generative AI to enhance case management and operational efficiency for TMT customers. It helps summarize service problem and account onboarding cases, engagements, touchpoints, test results, and generates case resolution notes. This enables agents to quickly grasp case context and test outcomes, facilitating faster and more accurate resolutions.

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    Additionally, the application supports automated transformation mapping between provider and consumer instances through Service Exchange, streamlining data integration and communication.

    Key Features

    • Case Summarization: Provides concise summaries of service problems, account onboarding cases, and related engagements to improve agent understanding.
    • Test Summarization: Summarizes test run data to help agents interpret results efficiently.
    • Case Resolution Notes Generation: Automatically generates notes to document case outcomes and actions taken.
    • Automated Transformation Mapping: Facilitates seamless data transformation between provider and consumer instances in Service Exchange.
    • Generative AI Capabilities: Offers AI-driven assistance tailored for telecommunications, media, and technology workflows.

    Important Considerations

    • Access to features depends on your ServiceNow license tier.
    • Some AI model providers and features may be unavailable in specific regions or regulated markets, including FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted environments, and other restricted settings.
    • Regularly check ServiceNow updates for changes in AI product availability.

    AI Limitations and Responsible Use

    This application uses AI and machine learning, which may not always yield fully accurate or complete outputs. Customers must test and verify AI-generated results, apply human oversight, and avoid sole reliance on AI for critical decision-making, especially in sensitive areas like healthcare, finance, legal, security, or infrastructure. Use of the application requires compliance with ServiceNow’s AI Acceptable Use Policy.

    Data Processing and Privacy

    Data from customer instances is transferred to centralized ServiceNow environments, potentially across different regions or third-party cloud providers like Microsoft Azure, and handled according to ServiceNow’s internal security and compliance policies. ServiceNow collects inputs, outputs, and edits from the application to improve its AI technologies. Customers can opt out of data collection at any time through the Now Assist Opt-Out option.

    Getting Started and Support

    ServiceNow provides configuration guides, learning resources, and community support to help customers implement and optimize Now Assist for TMT. For troubleshooting or further assistance, customers can leverage the ServiceNow Community, Known Error Portal, or contact Customer Service and Support.

    Use the ServiceNow® Now Assist for Telecommunications, Media and Technology (TMT) application to summarize service problem cases, account onboarding cases, engagements, touchpoints, generate the case resolution notes, and summarize tests. You can enable your agents to understand the case context and test results so that they can propose quicker resolutions to your customers. Additionally, you can automate transformation mapping between provider and consumer instances in Service Exchange.

    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.

    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.

    Troubleshoot and get help

    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. In addition, this application will collect case information (for case summarization) and test run information (for test summarization). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.