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 productivity and efficiency for agents and customers by integrating AI capabilities into order management and self-service workflows. It enables users to leverage generative AI features to streamline their processes and improve service delivery.

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    Key Features

    • AI-Powered Assistance: Utilize generative AI to support order management tasks and self-service interactions, improving workflow efficiency.
    • Configurable Application: The solution can be configured to fit specific organizational needs and workflows.
    • Access Based on Licensing: Feature availability, including AI skills and agent workflows, depends on the customer's ServiceNow license tier.
    • Geographical and Regulatory Considerations: Some AI models and features are restricted or unavailable in certain regions, data center environments, and regulated markets such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected, and others.

    Important Considerations

    • AI Limitations: AI outputs may not always be accurate or appropriate. Customers are responsible for validating AI results and employing human oversight, especially in sensitive or consequential domains like healthcare or finance.
    • Data Processing: Usage of this application involves transferring data from customer instances to centralized ServiceNow environments, possibly across regions and involving third-party cloud providers like Microsoft Azure, managed under strict compliance policies.
    • Data Collection and Privacy: ServiceNow collects input and output data from this application to improve AI technologies. Customers may opt out of data collection as needed.

    Support and Troubleshooting

    Customers can access help through the ServiceNow Community on AI and Intelligence, the Known Error Portal, and Customer Service and Support channels for troubleshooting and guidance.

    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 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.

    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.