ServiceNow Now Assist (AI)
Generative AI woven through every ServiceNow workflow.
Now Assist is ServiceNow's generative AI inside the products: one-click incident summaries, resolution notes and draft knowledge articles, Virtual Agent answers grounded in your knowledge, and flow, code and playbook generation for creators. It runs on the Now LLM, constrained by the same ACLs and data boundaries as everything else, and is enabled skill by skill per product and role.
- What it does across the platform
- Grounded and governed
- Skills and adoption
- The knowledge dependency
- Common mistakes
Now Assist is ServiceNow's generative-AI layer, woven into the products rather than bolted on. It drafts, summarises, answers and generates code, grounded in the platform's own data and constrained by its existing security model.
What it does across the platform
Grounded and governed
Skills and adoption
Capabilities are packaged as Now Assist skills that admins enable per product and per role. An organisation can adopt summarisation without opening up code generation, and pilot high-value skills before rolling them wide.
The knowledge dependency
Common mistakes
- Enabling everything at once instead of piloting high-value skills.
- Poor knowledge hygiene, so AI answers are unreliable.
- Assuming it bypasses security; it inherits ACLs and data boundaries.
- No feedback loop to measure whether the AI output is actually helping.