Now Assist for ITOM

  • Release version: Australia
  • Updated March 12, 2026
  • 4 minutes to read
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    Summary of Now Assist for ITOM

    Now Assist for ITOM is a ServiceNow application designed to enhance alert analysis within Event Management by providing human-readable summaries and technical insights. This helps IT operations teams investigate alerts more effectively and efficiently.

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    The application leverages the ServiceNow AI Platform, which offers three licensing tiers—Foundation, Advanced, and Prime—enabling customers to access AI capabilities ranging from basic insights to autonomous actions and custom AI assets.

    Key Features

    • Alert Analysis: Supports analysis of tag-based, rule-based, and Log Analytics alert groups, focusing on parent alerts for other types.
    • Generative and Agentic AI: Enables use of generative AI capabilities and agentic workflows to automate and streamline ITOM tasks.
    • AI Model Provider Options: Integrates with various AI providers including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS, configurable via AI Control Tower and the Now Assist Admin console.
    • Configuration and Customization: Customers can configure Now Assist for ITOM and set preferences to tailor AI behavior to their operational needs.

    Important Considerations

    • Availability of AI models and features varies by geographic region and data center environment; some capabilities are restricted in regulated markets and certain government or protected data centers.
    • Now Assist for ITOM is not recommended for critical security alerts due to inherent AI limitations.
    • The application relies on data transfer from customer instances to centralized ServiceNow environments, possibly involving third-party cloud providers, with data handled according to ServiceNow’s compliance policies.
    • Customers should apply human oversight and thoroughly test the AI outputs for accuracy and appropriateness before making operational decisions.
    • ServiceNow collects usage data to improve the technology but provides an opt-out option for customers.

    Getting Started and Support

    • Configure the application via the Now Assist for ITOM settings to begin leveraging alert analyses and AI-driven workflows.
    • Access resources such as the ServiceNow Community, Known Error Portal, and Customer Service and Support for troubleshooting and assistance.
    • Review plugin dependencies before installation to ensure compatibility and smooth operation.

    Use the ServiceNow® Now Assist for ITOM application to analyze alerts in Event Management. Alert analyses include a human-readable brief of the alert and technical information to help you investigate the alert more effectively.

    Get started

    The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
    • Foundation: AI basics to deliver insights
    • Advanced: AI to boost productivity across relevant use cases
    • Prime: Act autonomously with all AI assets, and create your own
    For more information, see ServiceNow product tiers.
    For information about AI assets that are available on the ServiceNow AI Platform, see the following topics:
    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.

    You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

    Note:
    Currently, Now Assist for ITOM only analyzes tag-based, rule-based, and Log Analytics alert groups. For all other alert group types, it only analyzes the parent alert.

    Dependencies

    For a list of Now Assist for ITOM plugin dependencies, see Applications installed with Now Assist for ITOM.

    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.

    Important:
    Don't use Now Assist for ITOM for critical security alerts.

    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.

    For more information, see the Now Assist documentation.