ServiceNow AI implementation

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of ServiceNow AI implementation

    Implementing Now Assist in ServiceNow involves more than just installing plugins; it requires preparing your data, applications, and AI governance policies to enable a seamless AI-driven experience. This implementation supports conversational catalogs, automated content generation, and enhanced user interactions across workflows. Your license determines which AI features and generative skills you can access.

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    Key Preparation Areas

    • Now Assist Overview: Understand the applications and AI features that form the Now Assist experience.
    • AI Governance: Establish responsible AI use practices to ensure compliance with regulations and alignment with organizational goals.
    • Data Readiness: Prepare your instance data appropriately to support Now Assist functionalities.
    • Application Readiness: Ensure platform applications are configured and ready to utilize Now Assist capabilities.
    • Issue Resolution: Identify and address common configuration gaps to optimize your AI implementation.

    Important Considerations

    • Availability of AI models and products may vary based on geographic location, licensing, and regulatory environments, such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, and other restricted environments.
    • Some AI features are not available in certain regulated markets; always verify current availability for your region.
    • Data used by Now Assist is transferred to centralized ServiceNow environments and may involve third-party cloud providers, following strict data handling and compliance policies.
    • ServiceNow collects input and output data from AI interactions to improve AI models but allows customers to opt out of this data collection.

    AI Limitations and Responsible Use

    Because Now Assist relies on AI and machine learning, outputs may not always be accurate, complete, or appropriate. Customers are responsible for thoroughly testing AI outputs, applying human oversight, and not relying solely on AI for critical decision-making—especially in sensitive sectors like healthcare, finance, legal, and security. Compliance with ServiceNow’s AI Acceptable Use Policy is required.

    Getting ready to implement Now Assist is more than just installing plugins—it’s about laying the groundwork for a seamless, intelligent experience across your workflows. Whether you're enabling conversational catalogs, automating content generation, or enhancing user interactions, a few key steps will ensure your data is ready, your applications are prepared, and your organization's AI policy is in alignment with your implementation.

    Get started

    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.

    Additional implementation information is available on Now Create.

    For additional Now Assist resources, see Additional resources for AI products and solutions.

    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.

    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.