Now Assist for IT Operations Management (ITOM)

  • Release version: Xanadu
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Now Assist for IT Operations Management (ITOM)

    Now Assist for IT Operations Management (ITOM) is a ServiceNow application that leverages generative AI and agentic workflows to analyze IT alert data effectively. It helps IT teams automate alert analysis, improving operational efficiency and incident response. The application currently supports analysis of tag-based, rule-based, and Log Analytics alert groups, while other alert types are analyzed only at the parent alert level.

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    Key Features

    • Generative AI Integration: Utilize AI models like Now LLM Service, Now LLM Long Term Stable (LTS) models, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS for alert analysis and AI-driven workflows.
    • Agentic Workflows: Implement intelligent workflows that automate ITOM processes based on AI insights.
    • Configurable AI Model Providers: Choose and control AI model providers through configuration controls and skill-level preferences via the Now Assist Admin console.
    • Data Handling and Privacy: Data from customer instances is transferred securely to centralized ServiceNow environments or third-party cloud providers like Microsoft Azure, adhering to strict compliance policies.
    • Data Collection and Improvement: Inputs, outputs, and edits within the application are collected by ServiceNow to enhance AI technologies, with customers having the option to opt out of data collection.

    Practical Considerations and Limitations

    • Not all AI model providers or Now Assist features are available in all regions or for customers with specific in-country SKUs, restricted environments (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers), or regulated markets.
    • The application is not recommended for analyzing critical security alerts due to AI limitations.
    • AI outputs should be reviewed with human oversight and not solely relied upon for decision-making, especially in high-impact areas such as healthcare, finance, legal, security, and infrastructure.
    • Customers are responsible for validating the application’s outputs for accuracy and appropriateness within their specific use cases.

    Getting Started and Support

    • Configuration is required to enable Now Assist for ITOM, including setting up AI model providers and agentic workflows.
    • For dependencies, review the list of required plugins installed with Now Assist for ITOM.
    • Support resources include the ServiceNow Community on AI and Intelligence, the Known Error Portal, and Customer Service and Support channels.

    Use the ServiceNow® Now Assist for IT Operations Management (ITOM) application to analyze alerts with generative AI and agentic workflows.

    Get started

    Important:
    • Not all model providers are available for customers with in-country SKUs, and some Now Assist 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 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. Be sure to check for availability updates in future releases.
    • Some Now Assist 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.
    Note:
    Currently, Now Assist for ITOM only analyzes tag-based, rule-based, and Log Analytics alert groups. For all other alert group types, it only analyzes the parent alert.

    Supported LLMs for Now Assist for ITOM

    You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see .

    Dependencies

    For a list of Now Assist for IT Operations Management (ITOM) plugin dependencies, see Applications installed with Now Assist for ITOM.

    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. 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.

    Important:
    Don't use Now Assist for ITOM for critical security alerts.

    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.