Now Assist for Operational Sustainability Management

  • Release version: Zurich
  • Updated September 4, 2025
  • 3 minutes to read
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    Summary of Now Assist for Operational Sustainability Management

    Now Assist for Operational Sustainability Management is a ServiceNow application that leverages generative AI to empower sustainability teams by automating and streamlining the collection of Environmental, Social, and Governance (ESG) data. It enables accurate, auditable reporting at an enterprise scale, helping organizations efficiently manage their operational sustainability efforts.

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    Key Features

    • AI-Powered Data Collection: Automates extraction of ESG metric data from utility bill documents, reducing manual effort and improving data accuracy.
    • Generative AI Skills: Provides configurable AI skills for processing and mapping extracted data to appropriate metric definitions and entities within the Operational Sustainability Workspace.
    • Agentic AI Workflows: Supports the use of AI agents either standalone or within agentic workflows to achieve specific automated outcomes, enhancing operational efficiency.
    • Configurable Access: Admin users can enable and configure the AI capabilities for their organization, while users with specific roles (e.g., snesggenai.docinteluser) can utilize the AI skills for data extraction.

    Usage Considerations and Limitations

    • Not all AI model providers or features are available in all regions, data centers, or regulated environments such as FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers. Customers should verify availability for their specific environment.
    • The application uses evolving AI and machine learning technologies that may not always produce fully accurate or complete results. Human oversight is necessary to validate outputs, especially in critical areas like healthcare, finance, legal, and security.
    • Data processed by the application is transferred from customer instances to centralized ServiceNow environments and potentially third-party cloud providers under strict ServiceNow data handling policies.
    • ServiceNow collects usage data and outputs to continuously improve AI technologies; customers can opt out of data collection if desired.

    Getting Started and Support

    • Admins should configure the application to enable AI skills within the Operational Sustainability Workspace.
    • Users with the appropriate roles can start using AI-driven ESG data extraction capabilities from utility invoices.
    • Support resources include the ServiceNow Community on AI, Known Error Portal, and Customer Service and Support channels.

    Use the Now Assist for Operational Sustainability Management application to empower your sustainability teams with generative AI-powered capabilities. Automate and streamline data collection, and confirm accurate, auditable reporting at enterprise scale.

    Get started

    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. 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.