Now Assist for IT Service Management (ITSM)
Summarize
Summary of Now Assist for IT Service Management (ITSM)
Now Assist for IT Service Management (ITSM) is a ServiceNow application designed to enhance ITSM workflows by leveraging generative AI. It helps summarize incident information, generate resolution notes, and summarize chat interactions, enabling agents to quickly grasp the context of incidents and chats. This accelerates resolution times and improves service delivery to requesters.
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Key Features
- Incident Summarization: Automatically condenses incident details for faster understanding.
- Resolution Note Generation: Produces draft resolution notes to assist agents in documenting incident closure.
- Chat Summarization: Summarizes chat conversations to provide context and assist with follow-up actions.
- Agentic AI: Supports autonomous task completion by AI agents within ITSM processes.
- Configurability: Allows customers to configure and tailor the Now Assist application to their environment.
Important Considerations
- AI capabilities vary by region and data center environment; some features may be unavailable in restricted or regulated markets, including FedRAMP, NSC DOD IL5, Australia IRAP-Protected, or self-hosted environments.
- Customers should verify model provider availability and feature updates regularly.
- AI-generated outputs may not always be accurate or complete; human oversight and validation are required, especially in high-impact areas such as healthcare, finance, legal, and security.
- ServiceNow’s AI Acceptable Use Policy governs usage and must be followed.
Data Handling and Privacy
Using Now Assist involves transferring data from customer ServiceNow instances to centralized ServiceNow environments, which may reside in different geographic regions or third-party cloud providers like Microsoft Azure. Data is managed under ServiceNow’s internal policies and compliance frameworks.
ServiceNow collects input, output, and edits related to AI interactions to continually improve AI models and capabilities. Incident data and chat transcripts are also collected for functionality purposes. Customers have the option to opt out of future data collection at any time.
Support and Resources
- Access troubleshooting and support via the ServiceNow Community on AI and Intelligence.
- Consult the Known Error Portal for known issues.
- Contact Customer Service and Support for direct assistance.
Use the ServiceNow® Now Assist for IT Service Management (ITSM) application to summarize the incident information, generate incident resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and incident context so that they can propose quicker resolutions to your requesters.
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Configure |
Use ITSM generative AI |
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- 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.
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. In addition, this application will collect incident data (for Incident Assist and Knowledge Assist) and chat transcripts (for Chat Assist). 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.