Use agentic AI in Now Assist for Integrated Risk Management (IRM)

  • Release version: Yokohama
  • Updated November 10, 2025
  • 2 minutes to read
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    Summary of Use agentic AI in Now Assist for Integrated Risk Management (IRM)

    ServiceNow's Now Assist for Integrated Risk Management (IRM) allows customers to use agentic AI workflows and standalone AI agents to automate specific risk management outcomes efficiently. This solution supports various large language models (LLMs) and incorporates important security controls to ensure safe and controlled AI execution.

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    Key Features

    • Supported Large Language Models (LLM): Now Assist supports multiple AI model providers including Now LLM Service, Now LLM Long Term Stable (LTS) models, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Customers can configure available models using AI Control Tower and set preferences via the Now Assist Admin console.
    • Security Controls: Execution of AI agents and agentic workflows is governed by access control lists (ACLs) and user identities. ACLs offer Run As capability, enabling agents to perform actions as dynamic or AI users, ensuring secure and auditable AI workflows.
    • Autonomous AI Agent Execution: To run AI agents autonomously, customers must duplicate and activate the agentic workflow, activate all included agents, and enable unique triggers for automatic invocation. Manual invocation is possible without activating triggers. Azure OpenAI is recommended for IRM-specific agentic workflows.
    • Standalone AI Agents: Some AI agents are available outside of agentic workflows. Customers can discover installed agents within their instance or explore additional agents via the AI Agent Marketplace on the ServiceNow Store.

    Practical Benefits for ServiceNow Customers

    • Automate IRM tasks with intelligent agents that leverage advanced LLMs tailored to customer preferences and security requirements.
    • Maintain strict control over AI actions through ACL-based security, ensuring compliance and governance standards are met.
    • Flexibly deploy AI agents either as part of integrated agentic workflows or standalone to suit diverse risk management scenarios.
    • Utilize recommended AI providers like Azure OpenAI for optimized performance in IRM workflows.

    Use agents within an agentic workflow or as standalone agents to achieve specific automated outcomes.

    Find information such as the large language models (LLM) supported in Now Assist and security controls that are important considerations for using agentic AI.

    For more information on language support, see Multilingual service for Now Assist and Multilingual support for ServiceNow generative AI products.

    Supported large language models (LLM)

    Note:

    Security implementation considerations

    Enable security implementation to execute AI agents and agentic workflows through access control lists (ACLs) and user identities. ACLs provide the Run As capability to let agents and agentic workflows execute actions either as a dynamic user or as an AI user. For more information, see Implement access control in Now Assist AI agents.

    Considerations for running the autonomous AI Agents

    Important:
    By default, all agent workflow and AI agent records are read-only.

    To run the AI agents autonomously, you must first duplicate the agentic workflow, and then proceed with the following steps:

    • Activate the agentic workflow.
    • Activate all agents within the agentic workflow.
    • Activate the trigger to invoke the agentic workflow automatically. The triggers for each agentic workflow must be unique. If you prefer to invoke it manually, activating the trigger isn’t necessary.
    • Azure OpenAI is recommended for Now Assist for IRM agentic workflows.

    Standalone AI agents

    Looking for an AI agent?
    • There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
    • To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.
    For information on the standalone Now Assist for IRM AI agents, see Standalone AI Agents in Now Assist for Integrated Risk Management (IRM) skills.