Important considerations for using Now Assist for IT Service Management (ITSM) agentic AI

  • Release version: Yokohama
  • Updated November 18, 2025
  • 2 minutes to read
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    Summary of Important Considerations for Using Now Assist for IT Service Management (ITSM) Agentic AI

    Now Assist for ITSM enables organizations to utilize AI agents within agentic workflows to autonomously complete tasks. This functionality leverages various large language models (LLMs) including Now LLM Service and Azure OpenAI, providing flexibility in AI model selection for enhancing service management processes.

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    Key Features

    • Supported AI Models: Users can choose from multiple LLM providers such as Google Gemini and Anthropic Claude on AWS.
    • Configuration Controls: Admins can define available options and set skill-level preferences in the Now Assist Admin console.
    • Security Implementation: Access Control Lists (ACLs) manage user identities and permissions, allowing for dynamic execution of actions by AI agents.
    • Role Masking: Users can limit roles and privileges of AI agents during execution, ensuring security and compliance with organizational policies.
    • Autonomous Agent Activation: To enable autonomous functioning, you must duplicate and activate the agentic workflow and its agents, along with setting unique triggers.

    Key Outcomes

    By effectively implementing Now Assist with the outlined configurations, customers can expect improved efficiency in IT service management through autonomous task completion by AI agents. Enhanced security measures and role management provide assurance that workflows are executed appropriately, aligning with organizational standards. Users can also explore additional AI agents available through the AI Agent Marketplace for further capabilities.

    Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.

    Supported Large Language Models

    Note:

    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

    Role masking enables users to limit the roles and privileges of agentic workflows during tool execution. Agentic workflows and their AI agents that get installed with Now Assist applications are assigned pre-defined roles. If you select Users with specific roles for user access, you must configure the security controls to include these roles. Data access settings must also include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.

    Role masking enables users to limit the roles and privileges of AI agents during tool execution. AI agents that get installed with Now Assist applications are assigned pre-defined roles. If you select Users with specific roles for user access, you must configure the security controls to include these roles. Data access settings must also include these roles. For the instructions to change the security controls, see Define security controls for an AI agent.

    Considerations for running the autonomous AI Agents

    Important:
    By default, all agent workflow and AI agent records are read-only.

    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 ITSM agentic workflows. For information on Large Language Models (LLMs) for AI agents and agentic workflows, see Large language models on the ServiceNow AI Platform®.

    Standalone AI agents

    Looking for an AI agent?
    • 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.