Now Assist for Integrated Risk Management (IRM)

  • Release version: Yokohama
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Now Assist for Integrated Risk Management (IRM)

    Now Assist for Integrated Risk Management (IRM) leverages generative AI to help ServiceNow customers efficiently summarize issue records, identify potential risks, and review controls. By delivering relevant insights directly within existing workflows, it enables faster and more informed decision-making while reducing manual effort.

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    Key Features

    • Generative AI Capabilities: Automatically generate summaries and risk insights to quickly understand record contexts.
    • Agentic AI: Use AI agents to autonomously complete tasks within the IRM application.
    • Configuration: Customers can configure the Now Assist for IRM application to activate these AI features and tailor them to their needs.

    Availability and Restrictions

    Some AI models and features may be unavailable depending on customer location, data center type, or regulatory environment, including in-country SKUs, FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted setups, and regulated markets. Customers should consult ServiceNow Knowledge Base articles for the latest availability updates.

    Data Handling and Privacy

    • Data processed by Now Assist is transferred from customer instances to centralized ServiceNow environments, potentially across different regions and third-party cloud providers such as Microsoft Azure.
    • ServiceNow manages this data according to strict internal policies and compliance standards.
    • Inputs, outputs, and user edits are collected to enhance ServiceNow AI technologies, with options for customers to opt out of data collection.

    AI Limitations and Customer Responsibilities

    The AI-driven insights are based on patterns in data and may not always be accurate or appropriate. Customers are advised to thoroughly test and evaluate the AI outputs, maintain human oversight, and avoid relying solely on AI for critical decisions, especially in sensitive areas like healthcare, finance, legal, or security. Use of the application is subject to ServiceNow’s AI Acceptable Use Policy.

    Support and Resources

    • Access troubleshooting help via the ServiceNow Community and Known Error Portal.
    • Contact Customer Service and Support for assistance.

    Use the Now Assist for Integrated Risk Management (IRM) plugin to summarize issue records, identify potential risks, and review controls using generative AI. It helps you quickly understand the context of records, reduce manual effort, and make faster, more informed decisions by delivering relevant insights directly within your existing workflows.

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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.

    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.