Now Assist for Collaborative Work Management (CWM)
Summarize
Summary of Now Assist for Collaborative Work Management (CWM)
Now Assist for Collaborative Work Management (CWM) is an application that leverages generative AI skills to enhance efficiency and accelerate task completion within the CWM workspace. It integrates advanced AI models to assist users in managing collaborative work more effectively.
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Key Features
- AI Model Providers: Supports multiple AI model providers including Now LLM Service, Long Term Stable (LTS) models, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Administrators can configure available providers and set skill-level preferences via AI Control Tower and the Now Assist Admin console.
- Generative AI Capabilities: Enables AI-powered assistance for various tasks in CWM, improving time to value and productivity.
- Data Handling and Privacy: Requires transfer of customer data to centralized ServiceNow environments or third-party cloud providers, managed under strict compliance policies. Customers can opt out of data collection related to inputs, outputs, and task/chat data used to improve ServiceNow AI technologies.
- Availability Constraints: Certain AI features may be restricted based on geography, regulatory environments (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers), or customer deployment types (e.g., self-hosted). Customers should consult ServiceNow Knowledge Base articles for current availability.
Important Considerations
- AI Limitations: AI-generated outputs may not always be accurate or appropriate. Customers are responsible for validating AI results, applying human oversight, and evaluating suitability for their specific use cases.
- Compliance and Use Policy: Users must adhere to ServiceNow’s AI Acceptable Use Policy, and remain informed of updates.
Practical Impact for ServiceNow Customers
By integrating Now Assist for CWM, customers can expect enhanced productivity through AI-driven task support, configurable AI provider options, and robust data governance. However, they must carefully manage AI outputs and consider regulatory and regional availability when deploying this solution.
The Now Assist for CWM application uses generative AI skills to improve time to value for the tasks you perform in the CWM workspace.
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- Not all model providers are available for customers with in-country SKUs, and some Now Assist 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 Now Assist 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 Now Assist 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.
You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist 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®.
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 task data (for Case 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.