Experience & AI · LessonBy Praveen T, ServiceNow Trainer, 9 yrs · Published · ServiceNow · all levels
Now Assist configuration
Enable generative AI features responsibly: skills, guardrails, data handling and measuring value.
Quick answer
Enable generative AI features responsibly: skills, guardrails, data handling and measuring value.
Key takeaways
- Skills are enabled individually, not as one switch
- Keep a human in the loop on customer facing output
- Baseline metrics before enabling so value is provable
- Sample output regularly for accuracy
What Now Assist covers
Generative skills such as incident summarisation, resolution note drafting, knowledge article generation, chat summarisation for handover and code assistance in Studio. Each skill is enabled and scoped separately rather than as one switch.
Guardrails
Decide what data may be sent, restrict skills by role, and keep a human in the loop for anything customer facing. Summaries should be reviewed before they become the record of truth, particularly on major incidents.
Measuring it
Treat AI features like any other change.
- Baseline handling time and note quality before enabling
- Sample generated output weekly for accuracy
- Track acceptance rate, low acceptance means the prompt or the data is wrong
- Publish what is generated so users are not misled about authorship
Practice challenge
+0 XPStreak ×0
Question 1 of 2
How should generated resolution notes be handled?
Frequently asked questions
What data leaves the instance?
That depends on the deployment model and skill. Review the data handling documentation with your security team before enabling anything on production.
Which skill gives the fastest return?
Incident summarisation for handover and resolution note drafting usually show measurable time savings first.