Now Assist for Sourcing and Procurement Operations (SPO)

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Now Assist for Sourcing and Procurement Operations (SPO)

    Now Assist for Sourcing and Procurement Operations (SPO) is a ServiceNow application designed to provide requesters with an interactive, conversational experience to support their procurement needs. Leveraging generative AI capabilities, the application streamlines sourcing and procurement operations by guiding users through their requests effectively.

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    Key Features

    • Conversational AI Assistance: Facilitates user interactions through a guided, conversation-like interface tailored for procurement processes.
    • AI Model Support: Compatible with multiple large language model (LLM) providers including Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini, and Anthropic Claude on AWS.
    • Configuration Flexibility: Administrators can control AI model availability and skill-level preferences using the AI Control Tower and Now Assist Admin console.
    • Agentic Workflows: Supports advanced AI-driven workflows to enhance procurement operations.
    • Data Management and Privacy: Data is transferred securely to centralized ServiceNow environments and handled under strict internal policies, with options available for customers to opt out of data collection.

    Important Considerations

    • Availability of certain AI models and features may be restricted based on customer location, regulatory environment (such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers), and data center regions.
    • AI-generated outputs require human oversight and validation due to potential inaccuracies or incomplete information, especially in critical domains like healthcare, finance, legal, and security.
    • Customers are responsible for testing and evaluating the AI application's suitability, accuracy, and appropriateness for their specific use cases.
    • Users must comply with ServiceNow’s AI Acceptable Use Policy, which outlines responsible AI usage and may be updated periodically.

    Getting Support

    • ServiceNow Community on AI and Intelligence provides a platform for peer and expert assistance.
    • The Known Error Portal contains articles addressing common issues.
    • Direct Customer Service and Support contacts are available for troubleshooting and help.

    Practical Implications for ServiceNow Customers

    ServiceNow customers can leverage Now Assist for SPO to enhance procurement request handling through conversational AI, improving efficiency and user experience. Configurable AI models and workflows allow tailoring the solution to organizational needs and compliance requirements. However, customers should remain attentive to AI limitations, regional restrictions, and data privacy considerations, ensuring appropriate human oversight and adherence to policies when deploying this application in their procurement processes.

    Use the ServiceNow® Now Assist for Sourcing and Procurement Operations (SPO) application to guide your requesters through a conversation-like experience for their procurement needs.

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    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.

    Supported LLMs for Now Assist for Sourcing and Procurement Operations (SPO)

    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®.

    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. 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.