Now Assist for IT Service Management (ITSM)
Summarize
Summary of Now Assist for IT Service Management (ITSM)
Now Assist for IT Service Management (ITSM) is a ServiceNow application designed to enhance incident management by summarizing incident details, generating resolution notes, and summarizing chat interactions. This enables IT agents to quickly understand the context of incidents and chats, facilitating faster and more effective resolutions for requesters.
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Key Features
- Incident Summarization: Automatically condenses incident information to provide clear and concise context.
- Resolution Note Generation: Assists agents by generating draft resolution notes based on incident data.
- Chat Summarization: Summarizes chat interactions related to incidents to improve agent understanding and response time.
- Generative AI Capabilities: Utilizes AI models to assist agents within ITSM workflows.
- Agentic Workflows: Supports AI-driven workflows that streamline ITSM processes.
Important Considerations
- Availability of AI model providers and Now Assist features may vary based on geographic region, regulatory environment, and data center location. Certain products are restricted in environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, and self-hosted or regulated markets.
- Customers should consult the ServiceNow Knowledge Base articles for the latest information on feature availability and restrictions.
AI Limitations and Responsible Use
The AI and machine learning capabilities used in Now Assist are evolving technologies that may not always produce fully accurate or appropriate outputs. It is essential for customers to conduct thorough testing and maintain human oversight when using AI-generated content. ServiceNow advises against relying solely on AI outputs for critical decision-making, especially in sensitive domains such as healthcare, finance, legal, or security. Users must comply with ServiceNow's AI Acceptable Use Policy.
Data Processing and Privacy
Now Assist requires transferring data from individual ServiceNow instances to a centralized environment, which may involve third-party cloud providers like Microsoft Azure. Data handling complies with ServiceNow’s internal policies and compliance standards. Inputs, outputs, and edits generated by the application are collected to improve ServiceNow AI technologies. Customers have the option to opt out of future data collection as detailed in the Now Assist documentation.
Support and Troubleshooting
- ServiceNow Community on AI and Intelligence provides a forum for discussion and assistance.
- Known Error Portal offers articles to address common issues.
- Customers can contact ServiceNow Customer Service and Support for direct assistance.
Use the ServiceNow® Now Assist for IT Service Management (ITSM) application to summarize the incident information, generate incident resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and incident context so that they can propose quicker resolutions to your requesters.
Get started
- 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.
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 incident data (for Incident Assist and Knowledge 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.