Now Assist for IT Operations Management (ITOM)

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
    • Summarize
    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)

    The ServiceNow® Now Assist for IT Operations Management (ITOM) application provides tools for analyzing alerts within Event Management. It offers concise, human-readable summaries and technical details that facilitate effective investigation of alerts.

    Show full answer Show less

    Key Features

    • Generative AI: Utilize generative AI capabilities for enhanced alert analysis.
    • Agentic AI: Implement agentic workflows to streamline operational tasks.
    • Model Provider Options: Choose from various AI model providers, including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS.
    • Configuration Controls: Define available options and set skill-level preferences in the Now Assist Admin console.
    • Alert Group Analysis: Currently supports tag-based, rule-based, and Log Analytics alert groups while analyzing the parent alert for other types.

    Key Outcomes

    By leveraging Now Assist for ITOM, customers can expect improved alert analysis capabilities that enhance operational efficiency. However, it is crucial to note that the application may not always provide perfectly accurate information, and human oversight is recommended, particularly in high-impact areas such as healthcare and security.

    Additionally, customers should be aware of potential data processing implications, as data may be transferred to different regions or third-party providers. Users can opt out of data collection as per the guidelines provided.

    Use the ServiceNow® Now Assist for IT Operations Management (ITOM) application to analyze alerts in Event Management. Alert analyses include a human-readable brief of the alert and technical information to help you investigate the alert more effectively.

    Get started

    Important:
    • 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.

    You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

    Note:
    Currently, Now Assist for ITOM only analyzes tag-based, rule-based, and Log Analytics alert groups. For all other alert group types, it only analyzes the parent alert.

    Dependencies

    For a list of Now Assist for IT Operations Management (ITOM) plugin dependencies, see Applications installed with Now Assist for ITOM.

    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. 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, which may be updated by ServiceNow.

    Important:
    Don't use Now Assist for ITOM for critical security alerts.

    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. 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.