Now Assist

  • Release version: Yokohama
  • Updated January 30, 2025
  • 4 minutes to read
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    Summary of Now Assist

    ServiceNow® Now Assist leverages generative AI to boost user productivity and efficiency through conversational and proactive AI-driven experiences. It is integrated across the ServiceNow AI Platform and supports various workflows to automate and enhance tasks in IT, customer service, employee experience, finance, and custom application development.

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    Now Assist Products and Workflows

    Now Assist offers a broad range of AI-enabled products tailored to specific business areas:

    • Technology Workflow: Supports IT services and operations, security, risk management, and asset management with products like Now Assist for ITSM, ITOM, Security Incident Response, and more.
    • Customer Workflow: Enhances customer service and related sectors with products for Customer Service Management, Field Service Management, Financial Services Operations, and Telecommunications.
    • Employee Workflow: Focuses on HR service delivery and employee experience, including Health and Safety and Legal Service Delivery.
    • Creator Workflow: Supports platform builders and tools such as App Engine Studio and Workflow Studio with Now Assist for Creator.
    • Finance & Supply Chain Workflow: Covers purchase requisitions and sourcing with products like Accounts Payable Operations and Supplier Lifecycle Operations.
    • App Engine Workflow: Enhances custom applications with AI via Now Assist for App Engine.

    Activation of specific Now Assist products enables related AI skills within these workflows.

    Important Availability and Compliance Notes

    • Not all AI model providers or Now Assist features are available in all regions or environments, including in-country SKUs, FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, or regulated markets.
    • Customers should regularly check for updates on model provider availability and product availability in their regions.

    AI Usage Considerations

    Now Assist uses AI and machine learning to generate predictions, which may not always be accurate, complete, or appropriate. Customers are responsible for validating AI outputs and applying human oversight, especially in sensitive or high-impact areas such as healthcare, finance, legal, security, and infrastructure. Usage must comply with ServiceNow’s AI Acceptable Use Policy.

    Data Processing and Privacy

    • Data used by Now Assist is transferred from customer instances to centralized ServiceNow environments, possibly across different regions and third-party cloud providers like Microsoft Azure.
    • ServiceNow handles this data according to its internal policies and compliance standards.
    • Input, output, and edits generated through Now Assist are collected to improve ServiceNow AI technologies; however, customers can opt out of future data collection at any time.

    ServiceNow® Now Assist uses generative AI that is designed to enhance user productivity and efficiency through conversation and proactive experiences.

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    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.

    Now Assist products and skills

    The Now Assist framework is supported across the ServiceNow AI Platform. To use Now Assist skills, activate one or more of the following Now Assist products.
    Table 1. Now Assist products
    Workflow Business areas Available products
    Technology The Technology workflow includes IT applications, such as IT services and operations, managing your strategy to deliver products and services, and platform security.
    Customer The Customer workflow includes applications that support customer service, including field service, financial services, telecommunications and media, and the public service sector.
    Employee The Employee workflow supports HR Service Delivery and Employee Experience features.
    Creator The Creator workflow supports a variety of Platform tools and builders, including the following:
    • App Engine Studio
    • ServiceNow AI Platform scripting
    • Platform Analytics
    • Service Catalog
    • Workflow Studio
    • RPA Hub
    • Process Mining
    		 Now Assist for Creator
    Finance & Supply Chain The Finance & Supply Chain workflow supports purchase requisitions, sourcing requests, and request for products or services.
    App Engine The App Engine workflow supports App Engine products and offerings so that you can enhance your custom applications with AI. Now Assist for App Engine

    For a complete list of Now Assist skills and their workflows, see Now Assist skills.

    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. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.