Exploring Now Assist Admin

  • Release version: Australia
  • Updated March 12, 2026
  • 4 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 Exploring Now Assist Admin

    Now Assist Admin integrates generative AI capabilities into the ServiceNow AI Platform, enhancing organizational productivity and efficiency. It enables improved self-service, actionable recommendations, precise answers, and smarter search experiences. Now Assist is a suite of AI-driven skills and features powered by large language models (LLMs), tailored to various workflows across ServiceNow products.

    Show full answer Show less

    Now Assist Framework and Products

    The Now Assist framework supports a broad range of ServiceNow workflows, each with dedicated products offering generative AI skills designed for specific business areas:

    • Technology: Covers IT services, operations, security, asset management, risk management, and more (e.g., ITSM, ITOM, CMDB, IRM).
    • Customer: Supports customer service, field service, financial services, telecommunications, and public sector applications (e.g., CSM, FSM, FSO, SFA).
    • Employee: Focuses on HR service delivery, employee experience, legal, health and safety, and workplace services.
    • Creator: Includes platform tools and builders such as App Engine Studio, scripting, and workflow tools.
    • Finance & Supply Chain: Supports procurement, supplier lifecycle, and accounts payable operations.
    • App Engine: Enhances custom applications with AI capabilities.
    • Vault: Provides data pattern generation, encryption access monitoring, and sensitive data discovery.
    • Other: Includes additional plugins like the Zero Copy Connector.

    Administrative and User Capabilities

    • Administrators can install plugins, activate/deactivate skills, assign user access, and monitor usage/performance through the Now Assist Admin console and analytics tools.
    • Users interact with Now Assist skills via the Now Assist panel, AI Search with AI-generated summaries, Virtual Agent conversational experiences, and mobile applications.
    • Developers can integrate generative AI features into custom workflows using the Generative AI Controller and can leverage their own third-party LLM licenses.

    Key Benefits

    • Enhanced Search and Self-Service: AI-generated answers and summaries improve user search effectiveness and self-service capabilities.
    • Customizable and Contextual AI Skills: Skills can be tailored to specific workflows and accessed within relevant platform features.
    • Comprehensive Monitoring: Administrators gain insights into AI usage and performance to optimize deployments.
    • Cross-platform Accessibility: Now Assist supports desktop, mobile, and conversational interfaces to meet diverse user needs.

    Practical Use for ServiceNow Customers

    ServiceNow customers can leverage Now Assist Admin to embed generative AI throughout their ServiceNow environment, enabling smarter automation, improved user engagement, and data-driven decision-making. By activating the appropriate Now Assist products aligned with their business workflows, customers can boost operational efficiency and deliver richer user experiences while maintaining control and visibility over AI usage.

    Learn how Now Assist Admin brings generative AI capabilities to the ServiceNow AI Platform. With Now Assist Admin, you can improve the productivity and efficiency in your organization, deliver better self-service, recommend actions and provide answers, and empower your users to search more effectively.

    Now Assist Admin overview

    Now Assist is a growing cross-platform family of generative AI features, which are tasks that a large language model (LLM) can perform. Generative AI features are based on the initial training and architecture.

    A skill delivers a feature plus the use case to the user. An example of a skill is chat summarization within a customer workspace. Now Assist products provide features and skills that are tailored to meet the needs of users in different workflows.

    Now Assist framework

    The Now Assist framework is supported across the ServiceNow AI Platform. To use Now Assist skills, activate one or more of the following Now Assist products.
    Table 1. Now Assist products
    Workflow Business areas Available products
    Technology The Technology workflow includes IT applications, such as IT services and operations, managing your strategy to deliver products and services, and platform security.
    Customer The Customer workflow includes applications that support customer service, including field service, financial services, telecommunications and media, and the public service sector.
    Employee The Employee workflow supports HR Service Delivery and Employee Experience features.
    Creator The Creator workflow supports a variety of Platform tools and builders, including the following:
    • App Engine Studio
    • ServiceNow AI Platform scripting
    • Platform Analytics
    • Service Catalog
    • Workflow Studio
    • RPA Hub
    • Process Mining
    		 Now Assist for Creator
    Finance & Supply Chain The Finance & Supply Chain workflow supports purchase requisitions, sourcing requests, and request for products or services.
    App Engine The App Engine workflow supports App Engine products and offerings so that you can enhance your custom applications with AI. Now Assist for App Engine
    Vault The Vault workflow supports generating custom data patterns from text descriptions to streamline your workload, checking role access for an encrypted column to monitor your instance’s encryption access posture, and scheduling Data Discovery jobs to detect sensitive data. Now Assist for Vault
    Other The Other workflow accommodates additional plugins and skills that don't fit into any other workflow. Now Assist for Zero Copy Connector
    Now Assist products include some or all of the following foundational platform tools for Now Assist. For more information, see Now Assist skills in the Platform workflow.

    The following diagram shows what's available in the Now Assist framework.

    Figure 1. Now Assist framework
    The Now Assist framework includes Now Assist Admin, Now Assist panel, and Generative AI Controller. Framework components become available once you install a product such as Now Assist for IT Service Management (ITSM).

    Now Assist benefits

    Benefit Feature Users
    Leverage the power of search with the Now LLM generative AI model to answer questions in user searches with actionable AI-generated summaries of relevant knowledge articles. Now Assist in AI Search Everyone
    Install and configure Now Assist applications and the skills they provide. Now Assist Admin console Administrators
    Choose which skills to turn on, and which users can access them. Now Assist Admin console Administrators
    Monitor the usage and performance of generative AI features and capabilities offered under Now Assist. Now Assist Analytics Administrators
    Access generative AI skills in context through a user-friendly interface. Now Assist panel Everyone
    Use Now Assist skills on mobile devices. Now Assist for Mobile Everyone
    Customize your workflows and use your own third-party LLM license. Generative AI Controller Administrators or developers
    Use Now Assist in other platform features. Now Assist skills in the Platform workflow Administrators or developers
    Monitor Now Assist consumption on your instance. Monitoring Now Assist usage in Subscription Management Administrators