Now Assist for IT Service Management (ITSM)

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Now Assist for IT Service Management (ITSM)

    The ServiceNow® Now Assist for IT Service Management (ITSM) application enhances incident management by summarizing incident information, generating resolution notes, and providing chat summaries. This tool allows agents to quickly understand the context of chats and incidents, facilitating faster resolutions for requesters.

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    Key Features

    • Generative AI Capabilities: Leverage AI to assist in summarizing and resolving incidents.
    • Configuration: Set up the Now Assist for ITSM application to tailor it to your organization's needs.
    • Availability Considerations: Note that some features may not be available for customers in specific environments, including FedRAMP and self-hosted setups.

    Key Outcomes

    By using Now Assist for ITSM, organizations can expect improved efficiency in incident management, enabling agents to provide quicker resolutions. However, customers should be aware of AI limitations, ensuring human oversight in decision-making, and comply with ServiceNow's AI Acceptable Use Policy.

    Data processing involves transferring information to a centralized ServiceNow environment, and customers have the option to opt out of data collection for improvement purposes. For further assistance, customers can refer to the ServiceNow Community or contact Customer Service and Support.

    Use the ServiceNow® Now Assist for IT Service Management (ITSM) application to summarize the incident information, generate incident resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and incident context so that they can propose quicker resolutions to your requesters.

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    Important:
    Some Now Assist 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. Please check for availability updates in future releases.

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    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. Further, 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.