ServiceNow AI implementation
Summarize
Summary of ServiceNow AI implementation
Implementing Now Assist within ServiceNow involves more than just installing plugins; it requires preparing your data, applications, and aligning your organization's AI policies to create an intelligent, seamless experience across workflows. Now Assist enables capabilities such as conversational catalogs, automated content generation, and enhanced user interactions. Depending on your licensing, access to various AI features, generative AI skills, and agentic workflows may vary.
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Key Preparation Areas
- Now Assist overview: Understand the applications and features that compose the Now Assist experience to leverage AI effectively.
- AI governance: Establish responsible AI use policies ensuring regulatory compliance and alignment with your enterprise objectives.
- Data readiness: Prepare your ServiceNow instance data appropriately for integration with Now Assist AI capabilities.
- Application readiness: Ensure platform applications within your instance are configured to support Now Assist features.
- Issue resolution: Identify and address common configuration issues to enable smooth AI functionality.
Important Considerations
- Not all AI model providers and features are available globally. Availability varies by region, license type, and regulatory environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, and regulated markets.
- Stay informed about updates and changes in AI feature availability through ServiceNow’s knowledge base articles and product release notes.
AI Limitations and Responsible Use
Now Assist uses AI and machine learning that generate predictions based on data patterns; however, outputs may not always be accurate or suitable for every use case. Customers are responsible for thoroughly testing AI outputs, ensuring human oversight, and avoiding sole reliance on AI-generated results, especially in high-impact domains such as healthcare, finance, legal, employment, security, or infrastructure. Compliance with ServiceNow’s AI Acceptable Use Policy is mandatory.
Data Processing and Privacy
To operate, Now Assist transfers data from individual customer instances to centralized ServiceNow environments, which may be located in different regions or use third-party cloud providers like Microsoft Azure. ServiceNow manages this data according to internal policies and compliance standards accessible via the CORE Compliance Portal.
Data Collection and Customer Control
ServiceNow collects inputs, outputs, and modifications made within Now Assist to improve AI technologies and models. Customers have the option to opt out of future data collection at any time through the provided opt-out mechanisms.
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
Additional implementation information is available on Now Create.
For additional Now Assist resources, see Additional resources for AI products and solutions.
- 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.
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.