Now Assist for Configuration Management Database (CMDB)
Summarize
Summary of Now Assist for Configuration Management Database (CMDB)
Now Assist for Configuration Management Database (CMDB) is a ServiceNow AI-powered solution designed to enhance the quality and usability of CMDB data. It helps customers quickly search the CMDB, identify and resolve issues such as those arising from Service Graph Connector import sets, and streamline various CMDB-related processes.
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This tool leverages AI skills and agentic workflows to provide concise summaries of key Configuration Item (CI) data and accelerate resolution tasks like deduplication, improving overall CMDB accuracy and operational efficiency.
Key Features
- AI Skills: Enable viewing of succinct CI data summaries to support faster issue resolution and better data management.
- Agentic Workflows: Utilize AI-driven workflows to automate and speed up CMDB-related tasks.
- Model Provider Flexibility: Supports multiple large language models (LLMs) including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Configuration controls allow admins to define and manage available AI options per skill.
- Data Handling and Privacy: Data from customer instances may be transferred to centralized ServiceNow environments or third-party cloud providers such as Microsoft Azure, governed by ServiceNow's internal policies and compliance standards.
- Opt-out Capability: Customers can opt out of data collection related to inputs, outputs, and edits used to improve ServiceNow AI technologies.
Important Considerations
- Not all AI models and features are available in all regions or environments, including restricted data centers or regulated markets. Customers should verify availability based on their location and compliance requirements.
- The AI capabilities are based on machine learning and may not always produce fully accurate or complete information. Human oversight is essential, especially in critical or sensitive domains such as healthcare, finance, or security.
- Customers must comply with ServiceNow’s AI Acceptable Use Policy when using Now Assist features.
Getting Help and Support
Customers can access ServiceNow Community forums, the Known Error Portal, and Customer Service and Support for troubleshooting and assistance related to Now Assist for CMDB.
What Customers Can Expect
By implementing Now Assist for CMDB, ServiceNow customers can expect improved CMDB data quality, faster issue identification and remediation, and enhanced operational efficiency through AI-driven insights and automation. However, customers should apply due diligence in validating AI outputs and managing data privacy according to their organizational policies.
Use ServiceNow® Now Assist for Configuration Management Database (CMDB) to improve the quality of CMDB data, search the CMDB quickly, find and remedy issues with Service Graph Connector import sets, and several other processes.
Get started
- 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.
Available LLMs
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 Now Assist Admin 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.
For more information, see the Now Assist documentation.