Now Assist for ITOM release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
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    Summary of Now Assist for ITOM Release Notes

    Now Assist for ITOM is a ServiceNow application that integrates advanced generative AI capabilities to enhance IT operations management. It focuses on improving alert management by providing AI-driven analysis, automation, and operational insights. The application supports seamless integration with ServiceNow environments and third-party AI tools, enabling IT teams to efficiently manage alerts, automate workflows, and gain deeper contextual understanding of IT infrastructure issues.

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    Key Features

    • AI-Powered Alert Management: Automated alert grouping, noise classification, and contextual analysis using large language models (LLMs) to prioritize alerts and reduce noise.
    • Now Assist Panel in Service Operations Workspace: Enables administrators to create and manage alert grouping rules in plain language with AI assistance, including previews and simulations before activation.
    • AI Insights and Autonomous Operator Workflows: Provides rich HTML-formatted insights embedded directly into alert forms, along with enhanced observability dashboard summarization for broader context.
    • Integration with Third-Party AI Tools: The ITOM MCP Server allows connection with AI platforms such as Claude and ChatGPT to extend analysis and investigation capabilities.
    • Agent-Based Automation and Analysis: AI agents support various domains including MID Server, ACC, Service Mapping, Discovery, Datadog, and Google Cloud Observability for comprehensive monitoring and automation.
    • AIOps LEAP (Learning-Enhanced Automation Platform): Facilitates creation and management of playbooks and knowledge bases using AI, includes guided chat workflows, and surfaces optimization opportunities and knowledge gaps.
    • Alert Investigation Skill: Helps analyze related incidents, timelines, and resolutions with targeted insights, improving alert context and response efficiency.
    • Continuous Improvements and Compliance: Regular updates address deployment issues, UI enhancements, security fixes, and compliance mandates including role masking for enterprise security.

    Key Outcomes for ServiceNow Customers

    • Improved Alert Handling: Customers can reduce alert noise and focus on actionable issues, enhancing IT operational efficiency.
    • Streamlined Automation: AI-driven rule creation and autonomous workflows simplify alert grouping and incident resolution processes.
    • Enhanced Decision Making: Rich AI-generated insights embedded in the ITOM interface provide immediate, contextual information to operators.
    • Broadened AI Integration: Support for multiple AI tools and agents expands analytical capabilities across diverse ITOM domains.
    • Knowledge Management: AI-assisted creation and maintenance of knowledge bases and playbooks improve organizational learning and incident handling.
    • Up-to-Date and Secure: Ongoing updates ensure compatibility with ServiceNow platform releases, security compliance, and operational stability.

    Version history for the Now Assist for ITOM application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 2.6.12 - May 2026
    New: Introducing the ITOM MCP Server, available through the MCO Console Admin. The ITOM MCP server enables seamless integration with your ServiceNow instance, allowing you to connect to and manage alerts efficiently. This capability extends to leveraging any 3rd-party AI tool such as Claude, ChatGPT, and others, to retrieve information, perform analysis, investigate, and access additional skills to streamline your workflow.
    Version 2.6.9 - April 2026
    Added support to Australia release
    Version 2.6.0 - March 2026
    • New:
      • AI Analysis for Automated Alert Groups.
      • Noise Alert Classification. A new LLM-based classifier automatically evaluates same-alert groups matched by CI/node and metric name, and determines whether each group represents noise or requires operator action.
      • Text-to-Configuration AI Agent for Alert Grouping. Event Management administrators can now describe alert grouping automation rules in plain language through the Now Assist panel in Service Operations Workspace. The agent interprets intent, asks clarifying questions for any missing details, presents a full preview of the proposed rule, and creates it as an inactive configuration ready to activate, save, or simulate.
      • AI Alert Insights: Rich HTML Formatted Output. The Autonomous Operator workflow now generates HTML-formatted insights rendered through the now-rich-text component.
      • AI Insights Card Embedded in UI16 Alert Form. The AI Insights card is now embedded directly in the UI16 Alert Form, giving operators immediate access to contextual AI analysis without navigating to the Service Operations Workspace or Now Assist panel.
      • Service Observability Dashboard Summarization. The Autonomous Operator workflow now incorporates Service Observability dashboard health analysis for services associated with an alert, enriching AI summaries with broader observability context before surfacing results to the operator.
    Version 2.5.1 - February 2026
    • Fixed:
      • Fixing automatic execution in new instances
      • Fixing knowledge summarization and probable root cause with Now LLM
      • Fixing skill group definition for ITOM skills
    Version 2.5.0 - January 2026
    • New:
      • Manage alert autonomously agentic workflow
      • Datadog analysis AI Agent
      • Google Cloud Observability analysis AI Agent
      • AIOps LEAP
        • Create Knowledge Base articles with embedded command snippets
        • Guided chat workflow to create and manage Playbooks and KBs
        • Break automation opportunities with large number of records into targeted sub-groups using GenAI
        • Generate comprehensive resolution steps from multiple web sources
        • Regenerate resolutions when new data sources are enabled
    • Changed:
      • AIOps LEAP
        • AIOps LEAP is renamed as Learning-Enhanced Automation Platform reflecting expanded scope beyond just Playbook creation
        • Playbooks appear natively in Service Operations Workspace module
        • Status information for records grouping job run, with support KB content
        • New interface to configure opportunity savings and reporting
        • Surface optimization opportunities and knowledge gaps for architects
        • Show analyzed data date range on Opportunities page for automation teams to be aware of time-ranges of analysis
        • Enterprise security compliance with role masking mandate implemented
    Version 2.4.5 - December 2025
    • New:
      • AI Agents for MID Server
      • AI Agents for ACC
    Version 2.3.3 - October 2025
    Fixed: Aligned application dependencies for Yokohama and Zurich.
    Version 1.3.6 - October 2025

    Changed: Certified Now Assist for ITOM with Xanadu, including security fixes for compliance and stability.

    Version 2.3.0 - September 2025
    • New:
      • New AI Agents for Service Mapping
      • New AI Agents for Discovery
      • An updated Analyze Alert Impact workflow with additional AI agents
    Version 2.2.1 - August 2025
    New: Certify 4 LLM for Now Assist Skills and AI Agents.
    Version 1.3.5 - June 2025
    • New:
      • AI Agents for AIOps
      • AI Agents for Observability
      • AIOps LEAP
    Version 2.0.0 - May 2025
    • New:
      • AI Agents for AIOps
      • AI Agents for Observability
      • AIOps LEAP
    Version 1.5.0 - February 2025
    • New:
      • Leveraging RAG AIS to identify more relevant incidents for Alert Investigation.
      • Alert group analysis, and alert group description update for Network Traffic Connection groups.
    • Changed: Synced Express List selection and Now Assist Panel for faster record selection and improved user effectiveness.
    Version 1.2.0 - November 2024
    • New:
      • Alert Investigation Skill - Helps users analyze related incidents with targeted insights, including relevant assignees and assigned teams, incident timelines, and resolutions.
      • The Alert Analysis skill is now accessible directly from the Now Assist Panel, providing quick, insightful alert overviews.
      • Edit Alert Group Descriptions with Now Assist - Enables users to generate and refine alert group descriptions through the Alert Analysis skill, improving clarity and contextual relevance.
    • Fixed:
      • Minor UI fixes
      • Fixed domain separation for Alert Assist skills
      • Fixed alert analysis for Tag Based groups
    Version 1.1.1 - September 2024
    Fixed: Fixing deployment issues on Xanadu release.
    Version 1.0.4 - June 2024
    New: Alert group analysis - Helps users understand the context of the alert group, and provides a technical analysis on the alert group level.
    Version 1.0.1 - March 2024

    Now Assist for IT Operations Management represents a groundbreaking application within the ServiceNow ecosystem, integrating cutting-edge Gen AI capabilities into IT operations products. Among its innovative features, Alert Assist stands out as a cornerstone functionality. Leveraging advanced generative AI technology, Alert Assist revolutionizes the management of alerts by providing human-readable descriptions that succinctly convey the essence of each alert. Moreover, it enriches these descriptions with an alert analysis section, furnishing technical details crucial for understanding and addressing the underlying issues. By seamlessly integrating with ServiceNow's IT operations suite, Now Assist enhances operational efficiency and empowers IT teams to proactively tackle challenges, thereby elevating the performance and resilience of organizational IT infrastructure.