ServiceNow AI implementation

  • Release version: Yokohama
  • Updated October 14, 2025
  • 3 minutes to read
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    Summary of ServiceNow AI Implementation

    Implementing Now Assist involves more than just installing plugins; it requires preparing your environment for an intelligent workflow experience. Key steps include ensuring data readiness, application readiness, and alignment with your organization's AI policy to enhance user interactions and automate content generation.

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    Key Features

    • Now Assist Overview: Familiarize yourself with the applications and features that enhance the Now Assist experience.
    • AI Governance: Understand the importance of governance to ensure responsible AI use and compliance with regulations.
    • Data Readiness: Prepare your instance data appropriately for Now Assist.
    • Application Readiness: Ensure your platform applications are fully prepared to utilize Now Assist effectively.
    • Issue Resolution: Address any configuration issues or gaps in your setup.

    Additional resources for implementation and troubleshooting can be found in the Now Create and Now Support Knowledge Base articles.

    Key Outcomes

    By following the outlined steps, you can expect to have a well-prepared instance that leverages AI effectively. However, be aware of potential limitations with AI accuracy and ensure human oversight in decision-making processes, especially in critical areas. Note that some features may have regional availability restrictions and not all model providers are accessible for in-country SKUs or regulated markets. For data processing, inputs are sent to a centralized ServiceNow environment for improvement purposes, with the option to opt-out of data collection at any time.

    Getting ready to implement Now Assist is more than just installing plugins—it’s about laying the groundwork for a seamless, intelligent experience across your workflows. Whether you're enabling conversational catalogs, automating content generation, or enhancing user interactions, a few key steps will ensure your data is ready, your applications are prepared, and your organization's AI policy is in alignment with your implementation.

    Get started

    Additional implementation information is available on Now Create.

    For additional Now Assist resources, see Additional resources for AI products and solutions.

    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.

    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.