Now Assist for Order Management

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Now Assist for Order Management

    Now Assist for Order Management is a ServiceNow application designed to enhance the productivity and efficiency of both agents and customers in order management and self-service workflows through AI capabilities. It leverages generative AI to streamline these processes and improve overall workflow outcomes.

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    Getting Started and Configuration

    Users can begin by selecting specific features in the application to explore how AI can be applied in their order management tasks. Proper configuration of the application is necessary to activate and customize Now Assist for Order Management according to organizational needs.

    Generative AI Capabilities

    The application provides generative AI skills and agentic workflows that depend on licensing tiers. Access to certain AI features varies by license type and geographic region. Customers should verify availability based on their country, data center restrictions, and regulatory compliance requirements.

    Data Processing and Privacy

    Data processed by the application may be transferred from individual ServiceNow instances to centralized ServiceNow environments or third-party cloud providers such as Microsoft Azure. ServiceNow manages this data in accordance with internal policies and compliance standards. Customers have the option to opt out of future data collection to protect their data privacy.

    AI Limitations and Customer Responsibilities

    Since the application uses evolving AI and machine learning technologies, outputs may not always be fully accurate or appropriate for every use case. Customers are responsible for testing and validating AI-generated results, especially when deploying in high-impact areas like healthcare, finance, or security. Human oversight is essential, and reliance solely on AI outputs for decision-making is discouraged. Users must also comply with ServiceNow’s AI Acceptable Use Policy.

    Support and Troubleshooting

    • Access the ServiceNow Community on AI and Intelligence for user discussions and help.
    • Search the Known Error Portal for documented issues and resolutions.
    • Contact ServiceNow Customer Service and Support for direct assistance.

    Use the ServiceNow® Now Assist for Order Management application to improve agent and customer productivity and efficiency in their respective workflows.

    Get started

    Select a tile to learn how you can use AI capabilities in order management and self-service workflows.

    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.
    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.

    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. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.