Exploring Now Assist Admin

  • Release version: Zurich
  • Updated July 31, 2025
  • 4 minutes to read
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    Summary of Exploring Now Assist Admin

    Now Assist Admin integrates generative AI capabilities into the ServiceNow AI Platform, enabling organizations to enhance productivity, improve self-service, recommend actions, and empower users to search more effectively. Now Assist features are powered by large language models (LLMs) and are organized into skills, which deliver specific use cases such as chat summarization within customer workspaces.

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    The Now Assist framework supports multiple workflows across various business areas, providing tailored AI capabilities to meet diverse organizational needs.

    Now Assist Products and Workflows

    Now Assist products are categorized by workflow to address specific business functions:

    • Technology: IT services, operations, security, and asset management, including products for CMDB, Enterprise Architecture, ITSM, Security Incident Response, and more.
    • Customer: Customer service and field operations, supporting sectors like financial services, telecommunications, and public services.
    • Employee: HR service delivery, employee experience, health and safety, legal, and workplace service delivery.
    • Creator: Platform tools and builders such as App Engine Studio, AI Platform scripting, and Workflow Studio.
    • Finance & Supply Chain: Operations related to accounts payable, supplier lifecycle, sourcing, and procurement.
    • App Engine: Enhancing custom applications with AI capabilities.
    • Vault: Managing encrypted data, access monitoring, and data discovery scheduling.
    • Other: Additional plugins and skills like Zero Copy Connector.

    Key Features and Administration

    Administrators use the Now Assist Admin console to install plugins, enable or disable AI skills, manage user access, and monitor usage and performance via analytics dashboards. Users interact with Now Assist through:

    • The Now Assist panel on the ServiceNow instance for contextual AI skills.
    • AI Search, which generates AI-based answers and summaries from knowledge articles.
    • Mobile applications supporting generative AI features.
    • Virtual Agent, enabling conversational AI experiences and LLM topic discovery.

    Developers can extend Now Assist capabilities using the Generative AI Controller, allowing integration of custom generative AI features with third-party LLM licenses in workflows and conversations.

    Benefits for ServiceNow Customers

    • Enhanced search and knowledge discovery: Users receive AI-generated answers and summaries to improve decision-making and efficiency.
    • Streamlined administration: Admins have centralized control to configure AI skills and monitor their impact.
    • Flexible deployment: AI features are accessible across web, mobile, and conversational interfaces.
    • Customization and integration: Developers can tailor AI experiences and leverage external LLMs to fit organizational requirements.

    Overall, Now Assist Admin empowers ServiceNow customers to leverage generative AI seamlessly across workflows, improving user experience and operational productivity.

    Learn how Now Assist Admin brings generative AI capabilities to the ServiceNow AI Platform. With Now Assist Admin, you can improve the productivity and efficiency in your organization, deliver better self-service, recommend actions and provide answers, and empower your users to search more effectively.

    Now Assist Admin overview

    Now Assist is a growing cross-platform family of generative AI features, which are tasks that a large language model (LLM) can perform. Generative AI features are based on the initial training and architecture.

    A skill delivers a feature plus the use case to the user. An example of a skill is chat summarization within a customer workspace. Now Assist products provide features and skills that are tailored to meet the needs of users in different workflows.

    Now Assist framework

    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
    Vault The Vault workflow supports generating custom data patterns from text descriptions to streamline your workload, checking role access for an encrypted column to monitor your instance’s encryption access posture, and scheduling Data Discovery jobs to detect sensitive data. Now Assist for Vault
    Other The Other workflow accommodates additional plugins and skills that don't fit into any other workflow. Now Assist for Zero Copy Connector
    Now Assist products include some or all of the following foundational platform tools for Now Assist. For more information, see Now Assist skills in the Platform workflow.

    The following diagram shows what's available in the Now Assist framework.

    Figure 1. Now Assist framework
    The Now Assist framework includes Now Assist Admin, Now Assist panel, and Generative AI Controller. Framework components become available once you install a product such as Now Assist for IT Service Management (ITSM).

    Now Assist benefits

    Benefit Feature Users
    Leverage the power of search with the Now LLM generative AI model to answer questions in user searches with actionable AI-generated summaries of relevant knowledge articles. Now Assist in AI Search Everyone
    Install and configure Now Assist applications and the skills they provide. Now Assist Admin console Administrators
    Choose which skills to turn on, and which users can access them. Now Assist Admin console Administrators
    Monitor the usage and performance of generative AI features and capabilities offered under Now Assist. Now Assist Analytics Administrators
    Access generative AI skills in context through a user-friendly interface. Now Assist panel Everyone
    Use Now Assist skills on mobile devices. Now Assist for Mobile Everyone
    Customize your workflows and use your own third-party LLM license. Generative AI Controller Administrators or developers
    Use Now Assist in other platform features. Now Assist skills in the Platform workflow Administrators or developers
    Monitor Now Assist consumption on your instance. Monitoring Now Assist usage in Subscription Management Administrators