Now Assist for IT Service Management (ITSM)
Summarize
Summary of Now Assist for IT Service Management (ITSM)
The ServiceNow® Now Assist for IT Service Management (ITSM) application enhances ITSM workflows by leveraging generative AI to summarize incident details, create resolution notes, and condense chat interactions. This capability helps agents quickly understand context, enabling faster and more accurate incident resolution for requesters.
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Key Features
- Incident and Chat Summarization: Automatically condenses incident information and chat transcripts to provide agents with clear, concise context.
- Generative AI Integration: Uses generative AI to assist agents by generating resolution notes and summaries, facilitating quicker responses.
- Agentic AI: Enables autonomous AI agents within ITSM to complete tasks independently, improving operational efficiency.
- Configurable and Extensible: Customers can configure the application to align with their specific ITSM environments and workflows.
Important Considerations
- Availability Restrictions: Some AI features and model providers may not be accessible to customers in certain regions, regulated markets, or restricted data center environments such as FedRAMP, NSC DOD IL5, or Australia IRAP-Protected.
- Data Processing and Privacy: Data used by the application is transferred from customer instances to centralized ServiceNow environments or third-party cloud providers (e.g., Microsoft Azure) following ServiceNow’s internal data handling policies.
- Data Collection and Opt-Out: ServiceNow collects input, output, and edits from the application to improve AI capabilities. Customers have the option to opt out of data collection through the Now Assist Opt-Out mechanism.
- AI Limitations and Responsibility: AI outputs may not always be fully accurate or appropriate. Customers are responsible for validating AI-generated content, employing human oversight, and ensuring compliance with ServiceNow’s AI Acceptable Use Policy.
Getting Help and Troubleshooting
- Access the ServiceNow Community on AI and Intelligence for peer support and shared knowledge.
- Search the Known Error Portal for documented issues and resolutions.
- Contact ServiceNow Customer Service and Support for direct assistance.
This application empowers ServiceNow customers to improve ITSM agent productivity and incident resolution speed through practical AI-driven insights while maintaining control over data usage and compliance requirements.
Use the ServiceNow® Now Assist for IT Service Management (ITSM) application to summarize the incident information, generate incident resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and incident context so that they can propose quicker resolutions to your requesters.
Get started
- 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.