---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Explore

# Exploring AI Readiness Evaluation {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Exploring AI Readiness Evaluation

The AI Readiness Evaluation app automates the assessment of your ServiceNow instance's readiness to implement generative and agentic AI features, specifically for Now Assist.
It streamlines the previously manual, time-consuming process by quickly gathering, processing, and analyzing instance data, delivering results within seconds.
This enables ServiceNow administrators to efficiently identify potential issues impacting AI implementation and take corrective actions promptly.
Show full answer Show less  

## Key Features

* **Agentic AI Assessment:** Evaluates customizations affecting AI agent behavior in IT Service Management (ITSM) and Customer Service Management (CSM). It identifies high-risk customizations on key tables (Incident, Task, Case, Interaction) that could interfere with AI task execution or decision-making. Interactive hyperlinks to impacted records allow easy validation and remediation directly from the dashboard.
* **Generative AI Assessment:** Covers Now Assist products such as AI Search, Virtual Agent, ITSM, CSM, and HR Service Delivery (HRSD). It assesses configuration status, data completeness, customizations, scripting, and conversational capabilities. The app highlights areas for improvement with actionable feedback and estimated remediation efforts.
* **Centralized Dashboard and Scheduled Jobs:** Admins can run a single scheduled job to assess both agentic and generative AI readiness and view a consolidated dashboard summarizing issues, go/no-go implementation status, and remediation estimates.
* **Direct Issue Navigation:** Hyperlinks provide quick access to records and tables related to identified issues, facilitating seamless validation, investigation, and resolution without context switching.
* **HRSD Assessment:** Evaluates HR Core Case and Task tables to improve data accuracy and completeness. Note that additional configuration is required to enable this feature.

## Practical Benefits for ServiceNow Customers

* **Faster and More Reliable AI Implementation:** By automating readiness assessments, the app reduces manual effort and accelerates preparation for deploying AI features.
* **Improved Instance Stability and AI Effectiveness:** Identifying and remediating high-risk customizations ensures AI agents perform reliably without disruption.
* **Informed Decision-Making:** The go/no-go status and detailed remediation estimates help admins plan and prioritize development work before AI rollout.
* **Streamlined Issue Resolution:** Direct hyperlinks simplify the process of addressing data and configuration problems, enabling quicker fixes and smoother AI adoption.

## Who Should Use This App

ServiceNow administrators responsible for preparing their instances to implement generative and agentic AI features will find this app essential for evaluating readiness, identifying potential blockers, and managing remediation efforts effectively.  
The AI Readiness Evaluation app automates assessment processes, evaluates data readiness impacting implementation, and provides actionable insights to promote adopting AI quickly. The app enables you to assess whether
updates, installations, or customizations of your instance could affect implementation. The assessments provide direct hyperlinks to improve any issues found.

## AI Readiness Evaluation overview {#exploring-now-assist-readiness-evaluation__cf-exploring-parent-overview}

The AI Readiness Evaluation app is a solution designed to simplify and automate the agentic AI and Now Assist implementation assessment process. The app helps to determine whether your organization's instance is ready to implement generative and agentic AI features in Now Assist. Previously, manually assessing your organization's instance readiness was time consuming and took significant effort. Now, you can use the AI Readiness Evaluation app to automate gathering, processing, and analyzing instance data so that you can review your instance readiness more quickly. The app provides results within seconds, helping to reduce
manual effort and promoting rapid and reliable assessments. The app includes assessment information for AI by separating agentic AI solutions and generative AI solutions by tabs. Agentic AI solution information appears in the
agentic_AI ![]() tab and generative AI solution information appears in the ![]() tab.

The following list details what agentic solutions are evaluated and assessed after the necessary scheduled jobs have run.

Agentic AI for ServiceNow Otto for IT Service Management (ITSM)
:   Evaluates whether customizations on ITSM-related parent tables (such as Incident and Task) may interfere with AI agent behavior, task execution, or decision-making. Two use cases are available to select: Categorize Incidents and Generate Change Request Plans. The assessment identifies and flags high-risk customizations to help promote seamless agent operations and stable instance performance. Each
    finding includes interactive hyperlinks to the impacted records, enabling you to review, validate, and address potential issues without navigating away from the dashboard.

Agentic AI for ServiceNow Otto for Customer Service Management (CSM)
:   Assesses whether customizations on CSM-specific tables (such as Case and Interaction) impact AI agent functionality. The assessment evaluates data completeness, field modifications, and scripting issues that may hinder
    agent-driven tasks and offers targeted estimated remediation to maintain agent efficacy. Each assessment finding includes interactive hyperlinks to the affected records, enabling you to navigate, validate, and resolve issues
    directly from the dashboard.

The following list details what generative AI Now Assist products are evaluated and assessed after the necessary scheduled jobs have run.

ServiceNow Otto for AI Search
:   This feature provides insights into the status and configuration of AI Search, such as active or inactive profiles, widget versions, and estimated remediation efforts. The assessment also evaluates Knowledge Management by assessing article counts, categories, group restrictions, and top searches or articles viewed. Additionally, the assessment highlights areas for improvement, offering actionable feedback to
    enhance knowledge quality and hygiene.

ServiceNow Otto for Virtual Agent
:   This feature checks if Virtual Agent is live, tracks active topics and catalog items, and identifies barriers to conversational functionality. The assessment highlights opportunities to convert non-conversational items to
    conversational ones and tracks automation in catalog items, along with estimated remediation efforts.

ServiceNow Otto for IT Service Management (ITSM)
:   This feature reviews customizations and configurations in the Incident and Task tables, such as fields, UI actions, and scripts. The assessment highlights changes made, tracks data completeness, and provides key metrics to
    improve accuracy and consistency in ITSM processes. The assessment also specifies the estimated remediation effort required and reports the language used in the instance.

ServiceNow Otto for Customer Service Management (CSM)
:   This feature reviews customizations in the Case and Task tables, tracks changes to fields, and monitors data completeness for key fields. The assessment provides insights into past cases and
    field-filling percentages, helping improve
    data accuracy in Customer Service Management. The assessment also reports the estimated remediation effort needed and the language used in the instance.

ServiceNow Otto for HR Service Delivery (HRSD)
:   This feature analyzes customizations in the HR Core Case and Task tables, tracking field-level changes and promoting data completeness for critical fields. The assessment provides insights into historical HR Core cases,
    including field population percentages, to enhance data accuracy in HRSD processes. Additionally, the feature identifies estimated remediation efforts required and reports the languages used within the instance.  
    Note:  
    Additional configuration is needed to run the HRSD assessment successfully. For more information, see [Configure the AI Readiness Evaluation guided setup](https://www.servicenow.com/docs/5RL8pDZGLmoJH~xQz8db7g "Before you can review the Now Assist assessments in Workspaces > AI Readiness Evaluation , you must first complete the configuration for the five HRSD jobs.").

## AI Readiness Evaluation users {#exploring-now-assist-readiness-evaluation__cf-exploring-parent-users}

{#exploring-now-assist-readiness-evaluation__table_ogp_1m5_rgc__entry__2}

| User | Description |
|-|-|
| Admin | Admins use the AI Readiness Evaluation app to prepare for implementing generative and agentic AI features. |
[Table 1. Users]

{#exploring-now-assist-readiness-evaluation__table_ogp_1m5_rgc}

## AI Readiness Evaluation benefits {#exploring-now-assist-readiness-evaluation__cf-exploring-parent-benefits}

{#exploring-now-assist-readiness-evaluation__table_rgp_1m5_rgc__entry__3}

| Benefit | Feature | Users |
|-|-|-|
| Run scheduled jobs for applicable agentic and generative AI products from a single assessment job. | [Run the GenAI/AgenticAI Assessment scheduled job](https://www.servicenow.com/docs/BzTTHOEjQ4HYu0z13unkoA "Before you can view the agentic AI or generative AI assessment results, you must first run the GenAI/AgenticAI Assessment scheduled job.") | Admins |
| Review an overall dashboard of your issues before implementing agentic and generative AI. | [Using AI Readiness Evaluation dashboard](https://www.servicenow.com/docs/0XNIonqOxUpmtwzHJ1dmfg "The AI Readiness Evaluation dashboard comes with two dashboard tabs: Agentic AI - Assessment and AI Assessment.") | Admins |
| View your overall go or no-go status to implement generative AI skills or agentic AI agents, and view the go or no-go status' issues categorized by percentage. | [Assessing readiness status](https://www.servicenow.com/docs/jMQeN7zBiQd4f7AWcWrGoQ "The AI Readiness Evaluation app shows you a high-level overview of your go or no-go status for your organization's readiness to implement agentic AI, generative AI, or both.") | Admins |
| Review summary information of overall implementation readiness. | [Reviewing your AI assessment](https://www.servicenow.com/docs/ZGK_wHlVKOZFEHNOmessgA "This automated assessment process evaluates potential implementation impacts and provides actionable insights for your AI products.") and [Reviewing your Agentic AI assessment](https://www.servicenow.com/docs/U_1XleKl3YYW_Dc62tSj9Q "This automated assessment process evaluates potential implementation impacts and provides actionable insights for agentic AI in ServiceNow Otto for IT Service Management (ITSM) and ServiceNow Otto for Customer Service Management (CSM).") | Admins |
| Improve the gaps for implementation by using the hyperlinks found in the assessments to fix issues. Direct hyperlinks to records and tables make it easier to validate, investigate, or act without switching contexts. | [Reviewing your AI assessment](https://www.servicenow.com/docs/ZGK_wHlVKOZFEHNOmessgA "This automated assessment process evaluates potential implementation impacts and provides actionable insights for your AI products.") and [Reviewing your Agentic AI assessment](https://www.servicenow.com/docs/U_1XleKl3YYW_Dc62tSj9Q "This automated assessment process evaluates potential implementation impacts and provides actionable insights for agentic AI in ServiceNow Otto for IT Service Management (ITSM) and ServiceNow Otto for Customer Service Management (CSM).") | Admins |
| Receive an estimated remediation effort of development work days to fix issues before implementation. | [Reviewing your AI assessment](https://www.servicenow.com/docs/ZGK_wHlVKOZFEHNOmessgA "This automated assessment process evaluates potential implementation impacts and provides actionable insights for your AI products.") and [Reviewing your Agentic AI assessment](https://www.servicenow.com/docs/U_1XleKl3YYW_Dc62tSj9Q "This automated assessment process evaluates potential implementation impacts and provides actionable insights for agentic AI in ServiceNow Otto for IT Service Management (ITSM) and ServiceNow Otto for Customer Service Management (CSM).") | Admins |
[Table 2. AI Readiness Evaluation benefits]

{#exploring-now-assist-readiness-evaluation__table_rgp_1m5_rgc}

## What to explore next {#exploring-now-assist-readiness-evaluation__cf-exploring-parent-links}

To learn more about configuring and using the Now Assist Readiness Evaluation app, see:

* [Configuring AI Readiness Evaluation](https://www.servicenow.com/docs/rnc9vv_ueavyNXqq_Zjo1A "Run the scheduled jobs and complete the AI Readiness Evaluation guided setup configuration steps before viewing the generative AI and agentic AI assessment results.")
* [Using AI Readiness Evaluation](https://www.servicenow.com/docs/rHcgr8j4gjIEExnhcogn2Q "The AI Readiness Evaluation app helps you find actionable items in your implementation preparation and provides direct hyperlinks to improve upon those gaps.")
{#exploring-now-assist-readiness-evaluation__ul_sgp_1m5_rgc}