Now Assist for Configuration Management Database (CMDB)

  • Release version: Zurich
  • Updated November 26, 2025
  • 3 minutes to read
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    Summary of Now Assist for Configuration Management Database (CMDB)

    Now Assist for Configuration Management Database (CMDB) in the Zurich release helps ServiceNow customers enhance the quality and management of their CMDB data. It enables quick CMDB searches, identification and remediation of issues with Service Graph Connector import sets, manual creation of Configuration Items (CIs), comprehensive CI summaries, and accelerated deduplication processes.

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    Key Features

    • Now Assist for CMDB Skills: Provides concise CI data summaries to support deduplication and other CMDB management tasks.
    • Agentic Workflows: Utilizes AI-driven workflows to speed up issue resolution and data quality improvements.
    • Model Providers: Supports multiple large language models (LLMs) including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS, configurable via AI Control Tower and Now Assist Admin console.

    Important Considerations

    • Availability of AI features varies by customer region, data center location, and regulatory environment. Certain AI models and skills may be restricted in specific markets such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected environments, and Regulated Markets.
    • ServiceNow collects and processes data from customer instances for model training and product improvement, in accordance with internal policies and compliance standards. Customers can opt out of data collection at any time.
    • AI-generated outputs may not always be fully accurate or appropriate; customers should apply human oversight and carefully evaluate results before making decisions, especially for critical use cases.

    Getting Help and Troubleshooting

    Customers can access support through the ServiceNow Community, Known Error Portal, and Customer Service and Support channels for assistance with Now Assist for CMDB.

    Use ServiceNow® Now Assist for Configuration Management Database (CMDB) to improve the quality of CMDB data, search the CMDB quickly, find and remedy issues with Service Graph Connector import sets, view comprehensive summaries for CIs, manually create CIs, and accelerate the process of remediating duplicate CIs.

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    Important:
    • Not all model providers are available for customers with in-country SKUs, and some AI 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 AI 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 AI 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.

    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. 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. 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.

    Available LLMs

    You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.