Use generative AI in Now Assist for ITOM

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Use the ServiceNow® Now Assist for ITOM application to view alert or incident analyses that Now Assist creates using generative AI.

    Alert analyses include human-readable briefs of the alert and additional technical information to help you investigate the alert more effectively. The analyses are provided in English, irrespective of the language used in the alert description.

    For more information about the ServiceNow® Now Assist for IT Operations Management (ITOM) application, see Now Assist for IT Operations Management (ITOM).

    Important:
    Some Now Assist skills, agents, and agentic workflows are turned on by default. For more information, see Now Assist skills, agents, and agentic workflows on by default.

    Domain separation and generative AI

    By default, all skills exist in the global domain. When you use Now Assist in a domain-separated environment, users are only able to access data in their domain. For example, if a user uses the summarization skill, Now Assist only uses material that exists in the user's domain when generating that summary. Additionally, there is no co-mingling of data for domain-separated instances when using generative AI skills. The data resides only on the instance, and the shared services used for generative AI do not persist any requests (prompts) and responses. For more information, see Domain separation in the Now Assist Admin console. (Note that global domain is not the same as global scope. For more information, see Exploring Next Experience pickers.)

    Documentation in this section

    See the following documentation to learn more about using Now Assist for ITOM skills.