Now Assist for IT Service Management (ITSM) release notes
The ServiceNow® Now Assist for IT Service Management (ITSM) application brings agentic AI to IT Service Management. Now Assist for IT Service Management (ITSM) was enhanced and updated in the Australia release.
Now Assist for IT Service Management (ITSM) highlights for the Australia release
- Submit a catalog item for an account unlock using the voice AI agent.
- Generate AI summaries or AI responses in an activity stream for request-related records.
- Use the Knowledge Article Advanced Editor page to create and edit articles.
- Use the ITSM Conversational Analytics dashboard that provides usage adoption performance metrics in Now Assist in Virtual Agent.
- Modify existing skills easily using Now Assist Skill Kit (NASK).
See for more information.
Wichtig:
Now Assist for IT Service Management (ITSM) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
Important information for upgrading Now Assist for IT Service Management (ITSM) to Australia
To use the Knowledge Article Advanced Editor page in the generate a knowledge article skill, you must activate the knowledge content recommendation skill.
To activate:
- Go to .
- Select Now Assist Skills.
- Select Platform.
- Select Knowledge.
- Make sure the knowledge content recommendation skill is active.
New in the Australia release
- Creating a catalog item for unlocking accounts using the voice AI agent
- Use the demo Submit account unlock catalog with the voice AI agent to create a catalog item to unlock the specified account when a user calls the help desk.
- Enhancements to Troubleshoot Outlook issue with voice AI agent
- Email relevant troubleshooting articles and instructions to users when you troubleshoot Outlook issues for them.
- Knowledge Article Advanced Editor page
- Use the new Knowledge Article Advanced Editor page to create or edit Knowledge articles using open prompts.
- ITSM Conversational analytics dashboard
- Get insights into virtual agent adoption, usage trends, and track metrics in Now Assist in Virtual Agent.
- Getting summary of an incident in the Details tab
- Resolve incidents faster by getting the incident summary in the Details tab of the incident.
- Generating summaries for request-related records using the Now Assist context menu
- As an admin, you can use the Now Assist context menu configure the following request-related skills to generate a summary:
- Request summarization
- Requested item summarization
- Catalog task summarization
- Generating summaries for activity response generation for request-related records using the Now Assist context menu
- As an admin, you can view and configure the Now Assist context menu to generate a summary of the following request-related skills:
- Request activity response generation
- Requested item activity response generation
- Summarizing request-related records for fulfillers
- Provide your fulfillers with a comprehensive summary with an aggregate of all relevant updates and progress indicators into a single, dynamic summary.
- Generating an activity response for request-related records
- Quickly get the context of a request-related record and generate a response to review and post.
- Service desk agents can diagnose and resolve Zoom call quality issues using the Digital End-User Experience (DEX) issue diagnosis and resolution agentic workflow, which integrates Zoom- specific diagnostics that correlate device, network, and application data.
- AI-powered root cause analysis for Zoom call quality issues
- Use Now Assist for Zoom call issues to identify the root cause of call quality degradation and review the supporting metric evidence for deeper insight. The analysis highlights the contributing device and network factors directly in the Zoom call quality view. Get the real-time guidance, including device ready remedial actions, contextual self-help instructions, and relevant Knowledge articles to help resolve the issue efficiently.
- Get AI driven insights for boot time performance
- Monitor device boot time to identify slow start-up issues and use Now Assist to investigate the root cause and get suggested resolutions, including remedial actions, self-help instructions, and Knowledge articles to resolve boot performance problems quickly.
Changed in this release
- Some Now Assist skills are turned on by default
- The new default behavior works as follows:
- New customers: When you install a Now Assist product, designated skills are turned on automatically.
- Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
- Skills activated by default in Now Assist for ITSM
- For new Now Assist for IT Service Management (ITSM) users, the following skills are activated by default:
- Resolution notes generation
- Knowledge generation
- Chat reply recommendation
- Editing change request skills using Now Assist Skill Kit (NASK)
- Easily edit the change request risk explanation and change request summarization skill prompts and inputs directly in the Now Assist Skill Kit (NASK).
- Configuration item details for suggest configuration items for a change request workflow
- Provide details such as class, location, and environment to find configuration items (CIs) relevant to a change request while using the suggest configuration items for a change request agentic workflow from the Now Assist panel.
- Role masking for change risk explanation skill
- Enhance security for the change request risk explanation skill by enabling admins to limit roles that are inherited by the user.
- Virtual agent topics available as demo data
- The Virtual Agent topics listed in this table have been renamed and are now available as demo data.
Existing name Updated name Add Comment To Incident (DEMO) Add Comment To Incident-LLM Approve Sysapproval Approver (DEMO) Approve Sysapproval Approver-LLM Change Password (DEMO) Change Password (Template) - LLM Check IT Ticket Status (DEMO) Check IT Ticket Status (Template) Close Incident (DEMO) Close Incident-LLM Explain change risk (DEMO) Explain change risk Mark Incident Unresolved (DEMO) Mark Incident Unresolved-LLM Open IT Ticket (DEMO) Open IT Ticket (Template)-LLM Reject Sysapproval Approver (DEMO) Reject Sysapproval Approver-LLM Reset Password (DEMO) Reset Password (Template) - LLM Resolve Incident (DEMO) Resolve Incident-LLM Unlock Account (DEMO) Unlock Account (Template) - LLM View And Add Comments (DEMO) View And Add Comments-LLM
Activation information
Install Now Assist for IT Service Management (ITSM) by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.