Configure Now Assist for IT Service Management (ITSM)

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read

    • If you have the admin role, you can configure the Now Assist for IT Service Management (ITSM) application so that agents can use the generative AI capabilities in Service Operations Workspace for ITSM and in Core UI.

    Before you begin

    Role required: admin

    About this task

    Use the Now Assist Admin console to configure Now Assist for IT Service Management (ITSM). This console contains everything that you need to install the plugins and configure the generative AI skills. For additional information, see Overview tab in Now Assist Admin.

    Domain separation is supported in Now Assist for IT Service Management (ITSM). For details, see Domain separation in the Now Assist Admin console. For information on Domain separation for the generative AI skills, see Using Now Assist for IT Service Management (ITSM) Generative AI skills.

    Here's a list of all skills supported in Now Assist for IT Service Management (ITSM):
    • Chat summarization
    • Sidebar discussion summarization
    • Chat reply recommendation
    • Incident assist
    • Incident summarization
      Note:
      The incident summarization is applicable only for incidents in the New, In progress, On-hold, and Resolved states as long as the incident state mappings that are provided in the base system aren’t customized.
    • Resolution notes generation
    • Email reply recommendation
    • Knowledge article generation
    • Change request risk explanation
    • Change request summarization
      Note:
      The change request summarization is applicable only for change requests in the Assess, Authorize, Scheduled, Implement, Review, and Closed states as long as the change request state mappings that are provided in the base system aren’t customized.
    • Major Incident email content recommendation

    Procedure

    1. Install the Now Assist for IT Service Management plugin (sn_itsm_gen_ai).
    2. Navigate to Admin > Now Assist Admin.
    3. Select the Now Assist Skills tab.
    4. Activate and configure the skills for the Now Assist for ITSM features.
      These features are grouped under the Technology workflow group. Each feature has its associated skills.
    5. On the tile for your skill, select Activate skill.
    6. Select the inputs or triggers for the selected skill.

      For information about the inputs and triggers for each skill, see Skill inputs and triggers for Now Assist for IT Service Management (ITSM).

      Figure 1. Example Define trigger screen for the Chat summarization skill
      Example Define trigger screen for the Chat summarization skill.
    7. After you've configured the inputs or triggers for the selected skill, select Save and continue to go to the next step.
      You can return to a previous step by using the Back button.
    8. Select where you'd like to display the skill.
      Now Assist for ITSM select roles
      • In-product: When selected, the Now Assist skills are displayed on forms and workspaces. For the skills that appear in-product, select the down arrow to identify the roles that can use the skill.
      • Now Assist panel: When selected, the Now Assist skills are available in the Now Assist panel. If you don't see this option, you must activate the Now Assist panel. For more information, see Activate the Now Assist panel standard chat.

        For the skills that appear in the Now Assist panel, select the down arrow to identify the roles that can use the skill.

    9. After you've configured the display for the selected skill, select Save and continue to go to the next step.
    10. Review your choices and select Activate to complete the configuration.
      Your skill is configured.