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. It helps agents quickly understand incident and chat contexts by summarizing incident details, generating resolution notes, and summarizing interaction chats. This accelerates issue resolution and improves service delivery to requesters.
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Configuration and Usage
To get started, customers configure the Now Assist for ITSM application within their ServiceNow environment and utilize its built-in AI capabilities, including the IT Service Management AI agent collection and use cases tailored for ITSM. These AI-powered features streamline incident management and support processes.
Availability and Restrictions
- Some model providers and Now Assist features may be unavailable in specific regions or data center environments, such as FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, as well as self-hosted or restricted environments.
- Customers with in-country SKUs may experience limited availability of AI models and features.
- Certain AI products and skills are not offered in regulated markets; customers should verify availability for their region and compliance needs.
AI Limitations and Responsible Use
Since the application uses evolving AI and machine learning technologies, outputs may not always be accurate or complete. Customers must thoroughly test and evaluate AI-generated results, maintain human oversight, and avoid sole reliance on AI for critical decisions, particularly in sensitive domains such as healthcare, finance, legal, and security. Compliance with ServiceNow’s AI Acceptable Use Policy is required.
Data Processing and Privacy
- Data from customer instances is transferred to a centralized ServiceNow environment that may reside in different geographic regions or third-party cloud providers (e.g., Microsoft Azure) and is managed according to ServiceNow’s internal policies.
- ServiceNow collects inputs, outputs, and edits from the application to improve AI models and technologies. Incident data and chat transcripts are collected for specific assist features.
- Customers can opt out of data collection at any time via the Now Assist Opt-Out page.
Support and Troubleshooting
Customers can access support resources including the ServiceNow Community on AI and Intelligence, the Known Error Portal, and direct Customer Service and Support channels for troubleshooting and assistance with Now Assist for ITSM.
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. Further, 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.