Now Assist for Workplace Service Delivery (WSD)

  • Release version: Xanadu
  • Updated September 7, 2025
  • 3 minutes to read
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    Summary of Now Assist for Workplace Service Delivery (WSD)

    Now Assist for Workplace Service Delivery (WSD) enhances workplace services by integrating generative AI capabilities. It supports multiple AI model providers, including Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini, and Anthropic Claude on AWS, enabling advanced AI agent workflows and skills tailored for workplace service delivery.

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    Configuration and Use

    • You can configure AI model provider options and set skill-level preferences through the Now Assist Admin console.
    • Not all AI model providers or Now Assist features are available in certain regions, data centers (such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected), self-hosted environments, or regulated markets. Customers should consult the relevant ServiceNow Knowledge Base articles for current availability and restrictions.

    Data Processing and Privacy

    • Data from customer instances is transferred to a centralized ServiceNow environment and may be processed in third-party cloud providers like Microsoft Azure, adhering to ServiceNow’s internal policies and CORE Compliance Portal standards.
    • ServiceNow collects inputs, outputs, and edits related to this application to improve AI technologies and workplace service functionalities. Customers can opt out of future data collection via the Now Assist Opt-Out page.

    AI Limitations and Responsible Use

    • The AI capabilities rely on machine learning models that may not always provide fully accurate or appropriate information and may not be fully trained for every use case.
    • Customers are responsible for testing and validating AI outputs, implementing human oversight, and avoiding exclusive reliance on AI for critical decision-making, especially in sensitive fields such as healthcare, finance, legal, employment, security, or infrastructure.
    • Users must comply with ServiceNow’s AI Acceptable Use Policy, which is subject to updates.

    Support and Troubleshooting

    • ServiceNow provides resources including the ServiceNow Community on AI and Intelligence, the Known Error Portal, and Customer Service and Support for troubleshooting and assistance.

    Now Assist for Workplace Service Delivery (WSD) elevates your Workplace Services experience with generative AI capabilities.

    Get started

    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 to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see .

    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.

    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. Further, 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. In addition, this application will collect data about workplace requests (e.g. reservations). 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.