Now Assist for IT Operations Management (ITOM)

  • Release version: Australia
  • Updated June 23, 2026
  • 3 minutes to read
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    Summary of Now Assist for IT Operations Management (ITOM)

    Now Assist for IT Operations Management (ITOM) enables you to set up, manage, and optimize generative AI solutions within the ServiceNow AI Platform from a unified workspace. Beginning with the Australia release, the existing Now Assist is being prepared for deprecation—it will be hidden and no longer installed on new instances but will continue to be supported for existing customers.

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    The ServiceNow AI Platform introduces a new AI experience with three licensing tiers—Foundation, Advanced, and Prime—offering progressive capabilities from delivering basic insights to autonomous AI operations and custom AI asset creation.

    AI Model Providers and Configuration

    You can choose from several AI model providers including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS for generative AI skills and agents. Configuration Controls in AI Control Tower allow administrators to define available options, and skill-level preferences can be set via the AI Admin Hub console.

    Availability and Restrictions

    Not all AI models and features are available globally. Restrictions apply for customers in certain data centers (such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected), self-hosted customers, regulated markets, and in-country SKUs. It is important to review the latest availability updates regularly to understand which AI products and skills are accessible in your region or environment.

    AI Limitations and Responsible Use

    This application uses AI and machine learning to generate outputs based on data patterns. However, it may not always provide accurate, complete, or appropriate information. Customers are responsible for rigorously testing and evaluating AI outputs for suitability, applying human oversight, and avoiding sole reliance on AI for critical decision-making—especially in sensitive domains like healthcare, finance, legal, security, and infrastructure. Compliance with ServiceNow’s AI Acceptable Use Policy is mandatory.

    Data Processing and Privacy

    Using Now Assist involves transferring data from your ServiceNow instance to centralized ServiceNow environments, which may be located in different data centers or on third-party cloud providers such as Microsoft Azure. Data handling follows ServiceNow’s internal policies and compliance standards. ServiceNow collects input and output data from the application to enhance AI technologies, with customers having the option to opt out of future data collection at any time.

    Set up, manage, and optimize your generative‑AI solutions on the ServiceNow AI Platform from a single workspace.

    Get started with AI

    Starting with the Australia release, Now Assist is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

    The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
    • Foundation: AI basics to deliver insights
    • Advanced: AI to boost productivity across relevant use cases
    • Prime: Act autonomously with all AI assets, and create your own
    For more information, see ServiceNow product tiers.
    For information about AI assets that are available on the ServiceNow AI Platform, see the following topics:
    Important:
    • 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 AI Admin Hub console. For more information, see Large language models on the ServiceNow AI Platform®.

    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.