Now Assist for Field Service Management (FSM)

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Now Assist for Field Service Management (FSM)

    Now Assist for Field Service Management (FSM) is a ServiceNow application designed to help users quickly generate detailed summaries of work order tasks. By leveraging generative AI capabilities, it streamlines the creation of notes, enhancing efficiency and accuracy in documenting field service activities.

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    Key Features

    • Work Order Task Summarization: Enables users to produce concise and detailed summaries of work order tasks to improve note-taking speed and quality.
    • Generative AI Integration: Utilizes AI and machine learning to assist in summarizing tasks based on patterns recognized in the data.
    • Configurable Application: Customers can configure the application according to their specific FSM needs to get started quickly.

    Important Considerations

    • Availability of AI model providers and certain Now Assist features may vary based on geographic region, data center environment, and regulatory compliance (e.g., FedRAMP, NSC DOD IL5, Australia IRAP, Regulated Markets).
    • Customers should review ServiceNow Knowledge Base articles (KB1584492, KB0743854, KB2593939) for detailed information on feature availability and restrictions.
    • AI outputs may not always be fully accurate or appropriate; human oversight and thorough testing are essential before relying on AI-generated content, especially in sensitive or high-impact fields.
    • Compliance with ServiceNow’s AI Acceptable Use Policy is required.

    Data Handling and Privacy

    • Data processed by the application is transferred from customer instances to centralized ServiceNow environments, potentially located in different regions or managed by third-party cloud providers such as Microsoft Azure.
    • ServiceNow manages data in accordance with internal policies, including those accessible via the CORE Compliance Portal.
    • Inputs, outputs, and edits related to the application are collected to improve ServiceNow AI technologies; customers can opt out of data collection at any time through the Now Assist Opt-Out page.

    Support and Troubleshooting

    • Customers can access the ServiceNow Community, Known Error Portal, and Customer Service and Support for assistance.

    Use the ServiceNow® Now Assist for Field Service Management (FSM) application to summarize work order tasks. You can enable users to generate work order task summaries so that they can create notes faster and with more detail.

    Get started

    Important:
    • 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.
    Important:
    Some Now Assist products/features are currently available only for customers in some regions. 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 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.