Now Assist for ITOM release notes

  • Release version: Store
  • Updated June 11, 2026
  • 6 minutes to read
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    Summary of Now Assist for ITOM Release Notes

    Now Assist for ITOM is a ServiceNow application that integrates advanced AI capabilities to enhance IT Operations Management. It leverages generative AI to automate alert management, provide detailed alert analyses, and streamline incident investigation, thereby improving operational efficiency and IT infrastructure resilience. The application continuously evolves with new AI agent integrations and improved automation workflows to support proactive and autonomous IT operations.

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    Key Features

    • AIOps AI Specialist (v2.6.16): A purpose-built AI agent for autonomous alert monitoring, triage, investigation, impact assessment, and resolution without human intervention. It collaborates with SRE Agents, handles remediation via a new Remediation Agent, and supports manual triggering.
    • Onboarding Experience: Guided setup flows for quick and consistent AI Specialist activation by NOC managers.
    • Proactive Grouping Recommendations: Alert Assist intelligently analyzes incoming alerts, recommending grouping candidates every 5 minutes for efficient alert handling.
    • AI Resolution Attribution: Tracks alerts closed autonomously by AI, enabling measurement of automation rates and AI impact over time.
    • Text to Configuration Agent: Allows natural language configuration of AIOps settings, simplifying setup without form-filling.
    • ITOM MCP Server (v2.6.12): Enables seamless integration with ServiceNow instances and 3rd-party AI tools (e.g., ChatGPT, Claude) for enhanced alert analysis and investigation.
    • AI Analysis for Automated Alert Groups (v2.6.0): Uses LLM classifiers to identify noise vs. actionable alert groups, with natural language rule creation via Now Assist.
    • AI Insights Integration: Embedded AI Insights card in alert forms and enriched alert summaries with observability dashboard data.
    • Expanded AI Agents: Support for AI agents in Service Mapping, Discovery, MID Server, ACC, Datadog, Google Cloud Observability, and AIOps LEAP platform for automation and knowledge base creation.
    • Improved AI Models: Upgraded to advanced LLMs (gpt-4o-mini, Claude Haiku 4.5) for higher quality AI outputs.

    Enhancements and Fixes

    • Improved autonomous alert management with coexistence of manual and automated modes.
    • Reliable auto-closing of insignificant noise alerts.
    • Resolved UI issues such as infinite loading spinners and incorrect insight data in AI Investigation Reports and AI Insights cards.
    • Fixed deployment, dependency alignment, and error logging issues related to alert analysis and AI skill availability.
    • Certified compliance and security updates aligned with ServiceNow platform releases (e.g., Xanadu, Yokohama, Zurich).

    Practical Benefits for ServiceNow Customers

    • Automate alert triage and remediation to reduce manual workload and speed incident resolution.
    • Gain proactive alert grouping and noise filtering to focus on critical IT issues.
    • Leverage natural language interfaces for easy AI configuration and alert investigation.
    • Integrate seamlessly with existing ServiceNow ITOM tools and external AI services for enhanced operational insights.
    • Track AI-driven automation metrics to optimize NOC team performance and AI utilization.
    • Benefit from continuous improvements and security fixes ensuring stability and compliance.

    Version history for the Now Assist for ITOM application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 2.6.16 - June 2026
    • New:
      • AIOps AI Specialist — Autonomous Alert Management(Limited Availability) The AIOps AI Specialist is ServiceNow's purpose-built AI agent for IT Operations. It autonomously monitors, triages, and resolves infrastructure and application alerts, executing the full NOC workflow without requiring human intervention on every event. In this release, the AI Specialist can:
        • Automatically pick up alerts based on configurable scope and filter rules
        • Run alert analysis, investigation, and impact assessment autonomously
        • Collaborate with the SRE Agent for deep-level investigation using A2A integration with observability tools and hyperscalers
        • Hand off to a remediation agent to execute subflow-based fixes
        • Close alerts determined to be insignificant noise
        • Be triggered manually by assigning an alert directly to the AI Worker user
      • Onboarding Experience for the AIOps AI Specialist – A guided setup flow helps NOC team managers configure and activate the AI Specialist quickly and consistently.
      • Remediation Agent – A new remediation agent works alongside the AIOps AI Specialist to automatically identify and execute the appropriate remediation subflow for an alert.
      • Proactive Grouping Recommendations – Alert Assist now proactively analyzes incoming alerts and recommends grouping candidates before a NOC operator opens a case. The engine uses intelligent field selection to identify the most relevant alert attributes, supports all LLM types, and handles high-cardinality and verbose alert data gracefully. Recommendations are refreshed every 5 minutes via a scheduled job.
      • AI Resolution Attribution – When the AIOps AI Specialist closes an alert, the system records it as "Closed by AI," capturing which alerts were fully handled autonomously. This enables NOC teams to measure automation rate and track AI-driven closure trends over time.
      • Text to Configuration Agent – Available out of the box, the Text to Configuration Agent allows operators to configure AIOps settings using natural language — no form-filling required.
    • Changed:
      • The AI Worker alert management rule now supports coexistence with autonomous mode.
      • The auto-close path for insignificant noise alerts has been updated for more reliable handling.
      • Autonomous Styled Output now generates a remediation anchor to support downstream remediation workflows.
      • LLM Model Upgrades – Alert Assist skills have been updated to use gpt-4o-mini(previously gpt-small) and Claude Haiku 4.5(previously claude-small), improving output quality and aligning with current model availability.
    • Fixed:
      • The AI Investigation Report displayed an infinite loading spinner on timeout.
      • The Regenerate action in the AI Insights card was non-deterministic. The Express List also showed incorrect insight data when the first analysis run failed.
      • The Autonomous Operator was not updating descriptions on individual HLA alerts.
      • Alert Assist was logging unnecessary errors when no related changes passed the relevance threshold.
      • Alert Assist was logging null pointer exceptions during skill availability checks.
    Version 2.6.12 - May 2026
    New: Introducing the ITOM MCP Server, available through the MCO Console Admin. The ITOM MCP server enables seamless integration with your ServiceNow instance, allowing you to connect to and manage alerts efficiently. This capability extends to leveraging any 3rd-party AI tool such as Claude, ChatGPT, and others, to retrieve information, perform analysis, investigate, and access additional skills to streamline your workflow.
    Version 2.6.9 - April 2026
    Added support to Australia release
    Version 2.6.0 - March 2026
    • New:
      • AI Analysis for Automated Alert Groups.
      • Noise Alert Classification. A new LLM-based classifier automatically evaluates same-alert groups matched by CI/node and metric name, and determines whether each group represents noise or requires operator action.
      • Text-to-Configuration AI Agent for Alert Grouping. Event Management administrators can now describe alert grouping automation rules in plain language through the Now Assist panel in Service Operations Workspace. The agent interprets intent, asks clarifying questions for any missing details, presents a full preview of the proposed rule, and creates it as an inactive configuration ready to activate, save, or simulate.
      • AI Alert Insights: Rich HTML Formatted Output. The Autonomous Operator workflow now generates HTML-formatted insights rendered through the now-rich-text component.
      • AI Insights Card Embedded in UI16 Alert Form. The AI Insights card is now embedded directly in the UI16 Alert Form, giving operators immediate access to contextual AI analysis without navigating to the Service Operations Workspace or Now Assist panel.
      • Service Observability Dashboard Summarization. The Autonomous Operator workflow now incorporates Service Observability dashboard health analysis for services associated with an alert, enriching AI summaries with broader observability context before surfacing results to the operator.
    Version 2.5.1 - February 2026
    • Fixed:
      • Fixing automatic execution in new instances
      • Fixing knowledge summarization and probable root cause with Now LLM
      • Fixing skill group definition for ITOM skills
    Version 2.5.0 - January 2026
    • New:
      • Manage alert autonomously agentic workflow
      • Datadog analysis AI Agent
      • Google Cloud Observability analysis AI Agent
      • AIOps LEAP
        • Create Knowledge Base articles with embedded command snippets
        • Guided chat workflow to create and manage Playbooks and KBs
        • Break automation opportunities with large number of records into targeted sub-groups using GenAI
        • Generate comprehensive resolution steps from multiple web sources
        • Regenerate resolutions when new data sources are enabled
    • Changed:
      • AIOps LEAP
        • AIOps LEAP is renamed as Learning-Enhanced Automation Platform reflecting expanded scope beyond just Playbook creation
        • Playbooks appear natively in Service Operations Workspace module
        • Status information for records grouping job run, with support KB content
        • New interface to configure opportunity savings and reporting
        • Surface optimization opportunities and knowledge gaps for architects
        • Show analyzed data date range on Opportunities page for automation teams to be aware of time-ranges of analysis
        • Enterprise security compliance with role masking mandate implemented
    Version 2.4.5 - December 2025
    • New:
      • AI Agents for MID Server
      • AI Agents for ACC
    Version 2.3.3 - October 2025
    Fixed: Aligned application dependencies for Yokohama and Zurich.
    Version 1.3.6 - October 2025

    Changed: Certified Now Assist for ITOM with Xanadu, including security fixes for compliance and stability.

    Version 2.3.0 - September 2025
    • New:
      • New AI Agents for Service Mapping
      • New AI Agents for Discovery
      • An updated Analyze Alert Impact workflow with additional AI agents
    Version 2.2.1 - August 2025
    New: Certify 4 LLM for Now Assist Skills and AI Agents.
    Version 1.3.5 - June 2025
    • New:
      • AI Agents for AIOps
      • AI Agents for Observability
      • AIOps LEAP
    Version 2.0.0 - May 2025
    • New:
      • AI Agents for AIOps
      • AI Agents for Observability
      • AIOps LEAP
    Version 1.5.0 - February 2025
    • New:
      • Leveraging RAG AIS to identify more relevant incidents for Alert Investigation.
      • Alert group analysis, and alert group description update for Network Traffic Connection groups.
    • Changed: Synced Express List selection and Now Assist Panel for faster record selection and improved user effectiveness.
    Version 1.2.0 - November 2024
    • New:
      • Alert Investigation Skill - Helps users analyze related incidents with targeted insights, including relevant assignees and assigned teams, incident timelines, and resolutions.
      • The Alert Analysis skill is now accessible directly from the Now Assist Panel, providing quick, insightful alert overviews.
      • Edit Alert Group Descriptions with Now Assist - Enables users to generate and refine alert group descriptions through the Alert Analysis skill, improving clarity and contextual relevance.
    • Fixed:
      • Minor UI fixes
      • Fixed domain separation for Alert Assist skills
      • Fixed alert analysis for Tag Based groups
    Version 1.1.1 - September 2024
    Fixed: Fixing deployment issues on Xanadu release.
    Version 1.0.4 - June 2024
    New: Alert group analysis - Helps users understand the context of the alert group, and provides a technical analysis on the alert group level.
    Version 1.0.1 - March 2024

    Now Assist for IT Operations Management represents a groundbreaking application within the ServiceNow ecosystem, integrating cutting-edge Gen AI capabilities into IT operations products. Among its innovative features, Alert Assist stands out as a cornerstone functionality. Leveraging advanced generative AI technology, Alert Assist revolutionizes the management of alerts by providing human-readable descriptions that succinctly convey the essence of each alert. Moreover, it enriches these descriptions with an alert analysis section, furnishing technical details crucial for understanding and addressing the underlying issues. By seamlessly integrating with ServiceNow's IT operations suite, Now Assist enhances operational efficiency and empowers IT teams to proactively tackle challenges, thereby elevating the performance and resilience of organizational IT infrastructure.