Now Assist for IT Service Management (ITSM)
Summarize
Summary of Now Assist for IT Service Management (ITSM)
Now Assist for IT Service Management (ITSM) is a ServiceNow application designed to enhance ITSM workflows by leveraging generative AI to summarize incident information, generate resolution notes, and provide chat summaries. This helps agents quickly understand the context of incidents and interactions, enabling faster and more effective resolutions for requesters.
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Key Features
- Incident Summarization: Automatically condenses incident data to provide a clear overview.
- Resolution Note Generation: Creates draft resolution notes to assist agents in documenting solutions efficiently.
- Chat Summarization: Summarizes chat interactions to maintain context and improve agent response quality.
- Generative AI Capabilities: Utilizes AI models to support agents with information extraction and task completion.
- Agentic AI: Offers autonomous AI agents to perform tasks within ITSM workflows, reducing manual effort.
Important Considerations
- Availability of certain AI models and features may be restricted based on region, data center compliance standards (such as FedRAMP, NSC DOD IL5, Australia IRAP), or customer deployment types (e.g., self-hosted).
- ServiceNow regularly updates feature availability, so customers should verify support in their environment and region.
- This application involves transferring data from customer instances to centralized ServiceNow environments and possibly third-party clouds (e.g., Microsoft Azure), managed under ServiceNow’s data policies.
- Customers can opt out of data collection related to inputs, outputs, and edits used to improve AI models.
AI Limitations and Responsible Use
The AI-driven features rely on machine learning models that may not always generate fully accurate or appropriate results. Customers should rigorously test outputs for correctness and suitability in their specific use cases, maintain human oversight, and avoid sole reliance on AI outputs for critical decisions—especially in sensitive domains like healthcare, finance, or security.
Use of Now Assist for ITSM must comply with ServiceNow’s AI Acceptable Use Policy, which may be updated over time.
Getting Support and Additional Resources
- ServiceNow Community on AI and Intelligence offers peer support and insights.
- The Known Error Portal can be searched for relevant troubleshooting articles.
- Direct Customer Service and Support channels are available for assistance.
- Documentation includes opt-out instructions for data collection and detailed configuration guidance.
Use the ServiceNow® Now Assist for IT Service Management (ITSM) application to summarize the incident information, generate incident resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and incident context so that they can propose quicker resolutions to your requesters.
Get started
- Not all model providers are available for customers with in-country SKUs, and some Now Assist 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 Now Assist 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 Now Assist 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 incident data (for Incident Assist and Knowledge Assist) and chat transcripts (for Chat Assist). 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.