Now Assist for IT Operations Management (ITOM)
Summarize
Summary of Now Assist for IT Operations Management (ITOM)
Now Assist for IT Operations Management (ITOM) is a ServiceNow application designed to enhance alert analysis within Event Management. It generates human-readable summaries and detailed technical insights for alerts, helping IT teams investigate and resolve issues more effectively.
Show less
Key Features
- Generative AI Capabilities: Utilize generative AI to create insightful alert analyses.
- Agentic AI Workflows: Leverage agentic workflows to automate responses and streamline operations.
- AI Model Provider Options: Supports multiple AI providers including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. AI options and preferences are configurable through AI Control Tower and the Now Assist Admin console.
- Alert Compatibility: Currently supports detailed analysis for tag-based, rule-based, and Log Analytics alert groups; other alert types receive analysis only on the parent alert.
Important Considerations
- Availability Restrictions: Some AI features and model providers may not be available for customers with in-country SKUs, specific data center restrictions (FedRAMP, NSC DOD IL5, Australia IRAP-Protected), or in regulated markets.
- AI Limitations: Given the evolving nature of AI and machine learning, outputs may not always be accurate or complete. Customers must perform thorough testing, apply human oversight, and avoid sole reliance on AI for critical decision-making, especially in sensitive domains such as security or compliance.
- Data Processing and Privacy: Alert data is transmitted from customer instances to centralized ServiceNow environments and may be processed by third-party cloud providers. Data handling complies with ServiceNow’s internal policies and customers can opt out of data collection to improve AI models.
- Security Notice: Now Assist for ITOM should not be used to analyze critical security alerts.
Getting Started and Support
Customers can configure the Now Assist for ITOM application to begin using AI-enabled alert analysis. For dependencies, troubleshooting, and additional help, consult the ServiceNow Community, Known Error Portal, or contact ServiceNow Customer Service and Support.
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
|
Configure |
Use generative AI |
|
- 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 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
- 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 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
- Some AI 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, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI 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®.
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.
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.