---
sourceDocument: Australia IT Operations Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-operations-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# Now Assist for ITOM

# Now Assist for IT Operations Management (ITOM) {#ariaid-title1}

Release version: Australia  
Updated June 23, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Now Assist for IT Operations Management (ITOM)

Now Assist for IT Operations Management (ITOM) provides a unified workspace on the ServiceNow AI Platform to set up, manage, and optimize generative AI solutions.
Starting with the Australia release, Now Assist is being prepared for future deprecation: it will no longer be installed on new instances but will continue to receive support for existing customers.
Show full answer Show less  
The ServiceNow AI Platform introduces a new AI experience with three licensing tiers:

* **Foundation:** Basic AI insights
* **Advanced:** AI to enhance productivity across use cases
* **Prime:** Autonomous AI actions with full AI assets and custom creation capabilities

## AI Capabilities and Model Providers

The platform supports generative AI skills and agentic workflows, leveraging multiple AI model providers such as Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude. Configuration controls in AI Control Tower allow administrators to define available model options, while skill-level preferences are managed via the AI Admin Hub console.

Note that not all AI model providers and features are available in all regions or for all customers. Restrictions apply to in-country SKUs, regulated markets, FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted environments, and other restricted environments. Customers should monitor support resources for availability updates.

## AI Limitations and Responsibilities

This application uses rapidly evolving AI and machine learning technologies that may not always produce accurate or complete results. ServiceNow emphasizes that customers must test and evaluate AI outputs for accuracy and appropriateness before relying on them, especially in critical domains such as healthcare, finance, legal, or security. Human oversight is strongly recommended to mitigate risks. Users must comply with ServiceNow's AI Acceptable Use Policy.

## Data Processing and Collection

Data necessary for AI processing is transferred from customer instances to centralized ServiceNow environments, which may be located in different regions or hosted on third-party cloud providers like Microsoft Azure. ServiceNow manages this data according to its internal policies and compliance standards.

ServiceNow collects inputs, outputs, and user edits to improve its AI technologies. Customers have the option to opt out of data collection at any time via the AI Opt-Out page.  
Set up, manage, and optimize your generative‑AI solutions on the ServiceNow AI Platform from a single workspace.

## Get started with AI {#now-assist-for-it-operations-management__cf-app-landing-get-started}

Starting with the Australia release, Now Assist is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.  
The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

* Foundation: AI basics to deliver insights
* Advanced: AI to boost productivity across relevant use cases
* Prime: Act autonomously with all AI assets, and create your own

{#now-assist-for-it-operations-management__ul_szz_vjt_43c}For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).  
For information about AI assets that are available on the ServiceNow AI Platform, see the following topics:

* [Generative AI skills](https://www.servicenow.com/docs/access?context=now-assist-skills&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)
* [Agentic workflows](https://www.servicenow.com/docs/access?context=sn-aia-use-cases-list&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)
{#now-assist-for-it-operations-management__ul_osh_bmt_43c}  
Important:  
* Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#now-assist-for-it-operations-management__na-in-country-notice}
* Some AI 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#now-assist-for-it-operations-management__na-restricted-envs-notice}
* Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#now-assist-for-it-operations-management__na-standalone-language-notice}
* Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases.
{#now-assist-for-it-operations-management__ul_j3b_4vd_wcc} You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in [AI Control Tower](https://www.servicenow.com/docs/access?context=ai-model-providers&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## AI limitations {#now-assist-for-it-operations-management__section_eyl_r5c_mbc}

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. Furthermore, 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](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-for-it-operations-management__p_kv2_nfg_h1c}

## Data processing {#now-assist-for-it-operations-management__section_fyl_r5c_mbc}

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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-for-it-operations-management__p_lv2_nfg_h1c}

## Data collection {#now-assist-for-it-operations-management__id_qcq_4gn_xyb}

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. Customers can opt out of future data collection at any time, as described in the [AI Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#now-assist-for-it-operations-management__p_jv2_nfg_h1c}

For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/access?context=ai-products&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#now-assist-for-it-operations-management__p_pv2_nfg_h1d}