Using AI skills in Now Assist for CMDB

  • Release version: Zurich
  • Updated November 17, 2025
  • 2 minutes to read
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    Summary of Using AI skills in Now Assist for CMDB

    Now Assist for CMDB leverages AI skills to provide concise summaries and guided assistance for managing Configuration Items (CIs) and related CMDB processes. These AI-driven capabilities help ServiceNow customers efficiently resolve deduplication tasks, assess CMDB health, and troubleshoot import issues, ultimately improving CMDB data quality and operational effectiveness.

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    Domain Separation and Data Privacy

    In domain-separated environments, AI skills operate exclusively within the user's domain, ensuring data isolation. AI-generated outputs such as summaries use only domain-specific data, preventing data co-mingling across domains. Additionally, generative AI requests and responses are not persisted on shared services, safeguarding customer data privacy.

    Key Now Assist Skills for CMDB

    • CI Summarization Skill: Provides a concise summary of key CI data including discovery information, ownership, associated open incidents, alerts, problems, upcoming change requests, security vulnerabilities, and related service instances. This summary can be accessed from CI forms, workspace pages, or list views.
    • Summarize CMDB Readiness Skill: Generates an AI-based summary of CMDB success advisor data from the HAM dashboard. It highlights CMDB accuracy, completeness, and health, and recommends remediation actions to improve CMDB quality.
    • Manage Duplicate CIs Skill: Assists CMDB administrators in resolving deduplication tasks by providing step-by-step remediation guidance. Administrators can preview remediation results before applying changes, helping maintain CMDB integrity.
    • Service Graph Connector Diagnosis Skill: Helps reduce troubleshooting time by generating summaries of import errors and recommending resolutions for Service Graph Connector import set issues.

    Access and Permissions

    To enable access to these AI skills for selected users, administrators should create specific roles or groups. This controlled access ensures that only authorized personnel can utilize Now Assist for CMDB capabilities.

    Use Now Assist for CMDB skills to view a concise summary of key CI data, to help you to resolve deduplication tasks, and several other processes.

    Skill reuse in a domain-separated environment

    By default, all skills exist in the global domain. When you use AI in a domain-separated environment, users are only able to access data in their domain. For example, if a user uses the summarization skill, AI only uses material that exists in the user's domain when generating that summary. Additionally, there is no co-mingling of data for domain-separated instances when using generative AI skills. The data resides only on the instance, and the shared services used for generative AI do not persist any requests (prompts) and responses. For more information, see Domain separation in the Now Assist Admin console. (Note that global domain is not the same as global scope. For more information, see Exploring Next Experience pickers.)

    Now Assist skills used by Now Assist for CMDB

    Note:
    To enable a subset of users to access Now Assist for CMDB skills, create a role or a group for the users. For more information, see Create a role or group to access Now Assist skills.
    CI summarization skill

    View a concise summary of key CI data. You can select the CI on a CI form, in a workspace page, or on any list view. The summary can include discovery data, ownership, and key related items such as open incidents, alerts, problems, upcoming change requests, and security vulnerabilities. Additionally, the summary lists the service instances that the CI is part of. For more information, see View CI information with the Now Assist CI summarization skill.

    Summarize CMDB readiness skill

    View an AI-generated summary of the CMDB success advisor for HAM dashboard data. The summary highlights the key findings on CMDB data accuracy, completeness, and health, and recommends remediation actions to address the findings. For more information, see Summarize CMDB readiness with the Now Assist skill.

    Manage duplicate CIs skill

    Resolve deduplication tasks with support from the Now Assist Manage duplicate CIs skill. CMDB administrators follow step-by-step guidance to perform remediation, and can preview remediation results before applying a template. For more information, see Let Now Assist help you to manage duplicate CIs.

    Service Graph Connector diagnosis skill
    To reduce debugging and resolution time and effort, the Service Graph Connector diagnosis skill generates summaries of errors and recommendations for resolving processing errors with SGC import sets. For more information, see Fix SGC import set issues with the Now Assist SGC diagnosis skill