Configure Now Assist for IT Service Management (ITSM)

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • If you have the admin role, you can configure the Now Assist for IT Service Management (ITSM) application so that agents can use the generative AI capabilities in Service Operations Workspace for ITSM and in Core UI.

    Before you begin

    Role required: admin

    About this task

    Use the Now Assist Admin console to configure Now Assist for IT Service Management (ITSM). This console contains everything that you need to install the plugins and configure the generative AI skills. For additional information, see Now Assist Admin console.

    The following table lists the features and skills that you can access from the Now Assist Admin console.

    Table 1. ITSM features and skills in the Now Assist Admin console
    ITSM features Skills
    Chat Assist Chat summarization
    Incident Assist
    • Resolution notes generation
    • Incident summarization
      Note:
      The incident summarization is applicable only for incidents in the New, In progress, On-hold, and Resolved states as long as the incident state mappings that are provided in the base system aren’t customized.
    Knowledge Assist Knowledge article generation
    Note:

    Now LLM Service is currently the only provider for this Now Assist application's skills.

    Procedure

    1. Install the Now Assist for IT Service Management plugin (sn_itsm_gen_ai).
    2. Navigate to All > Now Assist Admin > Features to access the Features tab of the Now Assist Admin console.
    3. Activate and configure the skills for the Now Assist for ITSM features.
      These features are grouped under the Technology workflow group. Each feature has its associated skills.
    4. On the feature card that is associated with the skill that you'd like to activate, select View details.
    5. In the All available skills section, select Activate skill.
    6. Select the inputs or triggers for the selected skill.

      For information about the inputs and triggers for each skill, see Skill inputs and triggers for Now Assist for IT Service Management (ITSM).

      Figure 1. Example Define trigger screen for the Chat summarization skill
      Example Define trigger screen for the Chat summarization skill.
    7. After you've configured the inputs or triggers for the selected skill, select Save and continue to go to the next step.
      You can return to a previous step by using the Back button.
    8. Select where you'd like to display the skill.
      • In-product: When selected, the Now Assist skills are displayed on forms and workspaces.
      • Now Assist panel: When selected, the Now Assist skills are available in the Now Assist panel. If you don't see this option, you must activate the Now Assist panel. For more information, see Turn on the Now Assist panel.

        For the skills that appear in the Now Assist panel, select the down arrow to identify the roles that can use the skill.

    9. After you've configured the display for the selected skill, select Save and continue to go to the next step.
    10. Review your choices and select Activate to complete the configuration.
      Your skill is configured.