Use agentic AI in Now Assist for Integrated Risk Management (IRM)

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Use agentic AI in Now Assist for Integrated Risk Management (IRM)

    This feature enables ServiceNow customers to utilize agentic AI within Now Assist for Integrated Risk Management (IRM) to automate specific outcomes through agents in workflows or as standalone agents. The use of agentic AI enhances IRM processes by leveraging advanced AI capabilities integrated into the ServiceNow platform.

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    Access to features, AI skills, workflows, and agents depends on your ServiceNow license tier. Customers can select from supported large language models (LLMs) to power these AI capabilities.

    Key Features

    • Supported Large Language Models (LLMs): Customers can choose from Now LLM Service, Now LLM Long Term Stable (LTS) models, Azure OpenAI, Google Gemini, or Anthropic Claude on AWS as AI providers for Now Assist skills and AI agents.
    • Configuration Controls: Using the AI Control Tower, administrators define available AI model options and set preferences for specific skills through the Now Assist Admin console.
    • Security Controls: Execution of AI agents and workflows is secured via access control lists (ACLs) and user identities. ACLs enable agents to operate with a dynamic user or AI user identity through the Run As capability, ensuring compliance and controlled access.
    • Agentic Workflows Activation: To enable autonomous AI agents, customers must duplicate the default read-only agentic workflow, activate the workflow and all included agents, and set unique triggers for automatic invocation. Manual invocation is also supported without activating triggers.
    • Standalone AI Agents: Customers can access AI agents that operate independently from workflows. Available agents can be viewed within Now Assist or discovered via the AI Agent Marketplace on the ServiceNow Store.
    • Recommended AI Provider: Azure OpenAI is recommended for Now Assist IRM agentic workflows for optimal performance.

    Practical Considerations for ServiceNow Customers

    • Verify your licensing to understand which agentic AI features and models are accessible.
    • Use AI Control Tower and Now Assist Admin console to customize AI model usage in your instance.
    • Implement ACLs carefully to secure AI agent execution and maintain compliance with organizational policies.
    • For autonomous AI agent operation, duplicate and activate workflows correctly, ensuring unique triggers are configured for automatic execution.
    • Explore standalone AI agents to extend automation capabilities beyond workflows.

    This functionality empowers ServiceNow customers to streamline risk management processes by automating tasks with AI agents, enhancing efficiency, and maintaining security controls aligned with enterprise standards.

    Use agents within an agentic workflow or as standalone agents to achieve specific automated outcomes.

    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.

    Find information such as the large language models (LLM) supported in Now Assist and security controls that are important considerations for using agentic AI.

    For more information on language support, see Multilingual service for Now Assist and Multilingual support for ServiceNow generative AI products.

    Supported large language models (LLM)

    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.

    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 Now Assist for IRM agentic workflows.

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