Supporting information for Now Assist for IT Service Management (ITSM)
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Summary of Supporting information for Now Assist for IT Service Management (ITSM)
Now Assist for IT Service Management (ITSM) is an AI-powered application designed to enhance ITSM workflows by providing generative AI skills and agentic capabilities. It supports multiple user interfaces and integrates with various large language models (LLMs) to deliver intelligent automation and assistance within ServiceNow environments.
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Supported Versions and Platforms
- Core UI: Supported starting with Vancouver Patch 2.
- Service Operations Workspace for ITSM: Supported starting with version 6.0.0.
AI Model Providers and Configuration
The application supports multiple AI model providers for generative AI skills and agents, including:
- Now LLM Service
- Azure OpenAI
- Google Gemini
- Anthropic Claude on AWS
Administrators can configure available AI options using the AI Control Tower and set skill-level preferences through the Now Assist Admin console, enabling tailored AI experiences relevant to their organization's needs.
Role Masking for Security and Access Control
Role masking enhances security by restricting user access to agentic workflows, standalone AI agents, and skills based on their assigned roles. This mechanism ensures users only access data and functions relevant to their current role, minimizing unauthorized access risks.
How Role Masking Works:
- Users may have multiple roles, but role masking limits access to data and capabilities associated with the active role.
- Access Control Lists (ACLs) govern initial data access permissions, while role masking further filters AI-generated outputs according to role privileges.
- Example: When a user with roles A, B, and C runs the Incident summarization skill under role A, data retrieval follows ACLs for role A, and the summarization output is restricted by role masking for role A.
This combined approach ensures granular, secure access to sensitive ITSM data while enabling AI-driven insights tailored to user permissions.
Supported User Interfaces and Features
Now Assist for ITSM supports key interfaces with specific AI skill sets. Enabling the Next Experience is required to use the Now Assist panel effectively.
| Interface | AI Skills and Features |
|---|---|
| Service Operations Workspace for ITSM | Incident summarization, resolution notes generation, chat summarization, Now Assist panel, knowledge article generation, sidebar discussion summarization, change request summarization, chat reply recommendation, change request risk explanation, incident assist, email reply recommendation, major incident management email content recommendation |
| Core UI | Incident summarization, resolution notes generation, Now Assist panel, knowledge article generation, sidebar discussion summarization, change request summarization, change request risk explanation, incident assist, email reply recommendation |
Get a quick overview of the important information that is related to the Now Assist for IT Service Management (ITSM) application.
Supported versions
- For Core UI: Starting with Vancouver Patch 2
- For Service Operations Workspace for ITSM: Starting with version 6.0.0
Supported language models for all Now Assist for ITSM skills and AI agents
You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI 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®.
Role masking for Now Assist for ITSM agentic workflows, AI agents, and skills
Mask roles to restrict user access to agentic workflows, standalone AI Agents, and skills. This ensures that users receive only the necessary permissions for their tasks to enhance security and reduce the risk of unauthorized access.
Consider a scenario where a user is given roles A, B, and C and each role can access only a specific set of data. Using Access Control Lists (ACLs), the user can access any data or functions that roles A, B, and C could access. When role masking is applied, the user can only access data specific to that role.
When an ITSM skill is executed, access to its features is initially governed by ACL permissions. This ensures that users can only access the data and functions for which they are authorized. If the skill uses a Large Language Model (LLM) to perform its function, an additional layer of access control, which is role masking, is applied to the output generated by the LLM.
- Data Retrieval
ACL permissions associated with role A are used to fetch the relevant data from the incident table. This ensures that the user can only access data that they are authorized to view.
- Data Summarization
After the data is retrieved, an LLM is used for the incident summarization. Role masking is applied to the summarization output based on the access defined for role A and the summarized output is tailored based on the access privileges defined by role masking for role A.
By applying both ACL permissions and role masking, the system ensures a secure and granular access control mechanism for ITSM skills, protecting sensitive information while providing users with the insights they need to perform their tasks effectively.
For information on role masking, see Role masking in Now Assist AI agents.
Supported user interfaces
| Interface | Features |
|---|---|
| Service Operations Workspace for ITSM |
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| Core UI |
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