Governance and admin safeguards

Release version: Australia

Updated March 26, 2026

2 minutes to read

Summarize

Summarized using AI

Summary of Governance and admin safeguards

This guidance helps ServiceNow customers prepare their instances for the secure and compliant deployment of AI features using Now Assist. It emphasizes the importance of thorough readiness assessments, maintaining domain separation to segregate data and processes, and ongoing alignment with organizational governance policies to reduce risks in AI implementations.

Show full answer Show less

AI readiness assessment

ServiceNow provides the Now Assist Readiness Evaluation app to help customers evaluate whether their instance is prepared for generative and agentic AI deployments across IT Service Management (ITSM), Customer Service Management (CSM), and five Now Assist products. This app automates assessment processes, checks data readiness, and offers actionable insights to identify and resolve gaps before going live.

Configuration: Customers must run scheduled jobs and complete guided setup steps to generate assessment results.
Assessment dashboard: The Agentic AI Assessment tab provides automated, data-driven insights specific to ITSM and CSM readiness.
Reviewing assessments: Detailed evaluation of potential implementation impacts and actionable recommendations are provided for both agentic AI and Now Assist products.

Domain separation

Domain separation is critical for isolating data and processes across multiple business units or tenants within a single ServiceNow instance, ensuring data privacy and governance compliance when deploying AI capabilities.

Now Assist Admin console: Supports domain separation to control configuration and data visibility.
Now Assist AI Agent Studio: Supports domain separation for AI agent and agentic workflow configurations, maintaining data isolation.
Now Assist Center: Supports domain separation affecting AI configuration and data visibility.
Now Assist in Virtual Agent: Supports domain separation to segregate AI configurations and data within virtual agents.

By leveraging these governance and administrative safeguards, ServiceNow customers can confidently deploy AI features while maintaining compliance, data security, and operational integrity throughout their Now Assist implementations.

Find guidance on preparing your instance for AI deployment, maintaining domain separation, and reducing risk across your Now Assist implementation.

Responsible AI deployment requires more than configuring individual features. You need to verify that your instance is ready before you go live, maintain proper data separation across domains, and ensure your AI implementation stays aligned with your organization's governance requirements over time.

AI readiness assessment

The following topics describe how to use the Now Assist Readiness Evaluation app to evaluate whether your instance is prepared for generative AI and agentic AI deployment, and to identify and resolve any gaps before going live.

Now Assist Readiness Evaluation: The Now Assist Readiness Evaluation app helps prepare your organization for implementing agentic AI for ITSM and CSM, Now Assist for five products, or both.
Exploring Now Assist Readiness Evaluation: Learn how the Now Assist Readiness Evaluation app automates assessment processes, evaluates data readiness, and provides actionable insights to help you adopt Now Assist quickly.
Configuring Now Assist Readiness Evaluation: Run the scheduled jobs and complete the guided setup configuration steps before viewing generative AI and agentic AI assessment results.
Using Now Assist Readiness Evaluation: Find actionable items in your implementation preparation and use direct hyperlinks to address identified gaps.
Agentic AI - Assessment dashboard tab: Determine agentic AI readiness for IT Service Management (ITSM) and Customer Service Management (CSM) through automated, data-driven insights in the Agentic AI Assessment tab.
Reviewing your Agentic AI assessment: Evaluate potential implementation impacts and get actionable insights for agentic AI in Now Assist for IT Service Management (ITSM) and Now Assist for Customer Service Management (CSM).
Reviewing your Now Assist assessment: Evaluate potential implementation impacts and get actionable insights for Now Assist products.

Domain separation

Domain separation lets you isolate data and processes across multiple business units or tenants on a single ServiceNow instance. The following topics describe domain separation support across Now Assist products.

Exploring domain separation: Understand how domain separation works on the ServiceNow AI Platform and how to configure it to keep data isolated across your organization.
Domain separation in the Now Assist Admin console: Domain separation is supported for the Now Assist Admin console. Learn how domain separation affects configuration and data visibility in the admin console.
Domain separation and Now Assist AI Agent Studio: Domain separation is supported for Now AssistAI Agent Studio. Learn how domain separation affects AI agent and agentic workflow configuration and data visibility.
Domain separation and Now Assist Center: Domain separation is supported for Now Assist Center. Learn how domain separation affects AI configuration and data visibility in Now Assist Center.
Now Assist in Virtual Agent domain separation: Domain separation is supported for Now Assist in Virtual Agent. Learn how domain separation affects AI configuration and data visibility in the virtual agent.