Exploring Now Assist Readiness Evaluation

  • Release version: Xanadu
  • Updated September 18, 2025
  • 4 minutes to read
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    Summary of Exploring Now Assist Readiness Evaluation

    The Now Assist Readiness Evaluation app automates the assessment of your ServiceNow instance’s readiness for implementing Now Assist’s generative and agentic AI features. It streamlines the previously manual and time-consuming process by gathering, analyzing, and presenting data quickly and accurately. This app helps identify customizations, configurations, and data completeness issues that could impact the performance and stability of AI features across various ServiceNow products.

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    Key Features

    • Automated Assessments: Runs scheduled jobs to evaluate agentic AI solutions (e.g., ITSM and CSM) and generative AI solutions (e.g., AI Search, Virtual Agent, ITSM, CSM, and HRSD).
    • Agentic AI Evaluations: Assesses customizations on core tables (Incident, Task, Case, Interaction) to detect high-risk changes that may interfere with AI agent behaviors and task execution.
    • Generative AI Evaluations: Reviews configuration status and data quality in AI Search, Virtual Agent, ITSM, CSM, and HR Service Delivery to highlight barriers and remediation opportunities.
    • Interactive Hyperlinks: Provides direct links to impacted records within the dashboard to facilitate quick validation and remediation without navigating away.
    • Go/No-Go Status: Displays overall readiness status with categorized issues by percentage, supporting informed decision-making before AI implementation.
    • Remediation Effort Estimates: Offers estimated development effort required to resolve issues, helping plan resources effectively.

    Practical Benefits for ServiceNow Customers

    • Reduce Manual Effort: Automates data collection and analysis to save time and resources during AI readiness assessments.
    • Improve Implementation Success: Identifies and prioritizes customization and data issues that could disrupt AI features, ensuring smoother deployments.
    • Streamlined Issue Resolution: Enables admins to directly access and address problems through interactive links, accelerating remediation.
    • Comprehensive Insights: Covers multiple Now Assist AI products and modules, giving a holistic view of readiness across your instance.
    • Supports Planning: Provides clear readiness indicators and estimated fix efforts to help plan AI feature rollouts confidently.

    User Roles

    The app is primarily designed for ServiceNow admins who are responsible for preparing the instance for Now Assist AI implementation, allowing them to monitor readiness, identify risks, and execute remediation efficiently.

    The Now Assist Readiness Evaluation app automates assessment processes, evaluates data readiness impacting implementation, and provides actionable insights to promote adopting Now Assist quickly. The app enables you to assess whether updates, installations, or customizations of your instance could affect implementation. The assessments provide direct hyperlinks to improve any issues found.

    Now Assist Readiness Evaluation overview

    The Now Assist Readiness Evaluation app is a solution designed to simplify and automate the agentic AI and Now Assist implementation assessment process. The app helps to determine whether your organization's instance is ready to implement generative and agentic AI features in Now Assist. Previously, manually assessing your organization's instance readiness was time consuming and took significant effort. Now, you can use the Now Assist Readiness Evaluation app to automate gathering, processing, and analyzing instance data so that you can review your instance readiness more quickly. The app provides results within seconds, helping to reduce manual effort and promoting rapid and reliable assessments. The app includes assessment information for Now Assist by separating agentic AI solutions and generative AI solutions by tabs. Agentic AI solution information appears in the agentic_AI tab and generative AI solution information appears in the tab.

    The following list details what agentic solutions for Now Assist are evaluated and assessed after the necessary scheduled jobs have run.

    Agentic AI for Now Assist for IT Service Management (ITSM)
    Evaluates whether customizations on ITSM-related parent tables (such as Incident and Task) may interfere with AI agent behavior, task execution, or decision-making. Two use cases are available to select: Categorize Incidents and Generate Change Request Plans. The assessment identifies and flags high-risk customizations to help promote seamless agent operations and stable instance performance. Each finding includes interactive hyperlinks to the impacted records, enabling you to review, validate, and address potential issues without navigating away from the dashboard.
    Agentic AI for Now Assist for Customer Service Management (CSM)
    Assesses whether customizations on CSM-specific tables (such as Case and Interaction) impact AI agent functionality. The assessment evaluates data completeness, field modifications, and scripting issues that may hinder agent-driven tasks and offers targeted estimated remediation to maintain agent efficacy. Each assessment finding includes interactive hyperlinks to the affected records, enabling you to navigate, validate, and resolve issues directly from the dashboard.

    The following list details what generative AI Now Assist products are evaluated and assessed after the necessary scheduled jobs have run.

    Now Assist for AI Search
    This feature provides insights into the status and configuration of AI Search, such as active or inactive profiles, widget versions, and estimated remediation efforts. The assessment also evaluates Knowledge Management by assessing article counts, categories, group restrictions, and top searches or articles viewed. Additionally, the assessment highlights areas for improvement, offering actionable feedback to enhance knowledge quality and hygiene.
    Now Assist for Virtual Agent (VA)
    This feature checks if Virtual Agent is live, tracks active topics and catalog items, and identifies barriers to conversational functionality. The assessment highlights opportunities to convert non-conversational items to conversational ones and tracks automation in catalog items, along with estimated remediation efforts.
    Now Assist for IT Service Management (ITSM)
    This feature reviews customizations and configurations in the Incident and Task tables, such as fields, UI actions, and scripts. The assessment highlights changes made, tracks data completeness, and provides key metrics to improve accuracy and consistency in ITSM processes. The assessment also specifies the estimated remediation effort required and reports the language used in the instance.
    Now Assist for Customer Service Management (CSM)
    This feature reviews customizations in the Case and Task tables, tracks changes to fields, and monitors data completeness for key fields. The assessment provides insights into past cases and field-filling percentages, helping improve data accuracy in Customer Service Management. The assessment also reports the estimated remediation effort needed and the language used in the instance.
    Now Assist for HR Service Delivery (HRSD)
    This feature analyzes customizations in the HR Core Case and Task tables, tracking field-level changes and promoting data completeness for critical fields. The assessment provides insights into historical HR Core cases, including field population percentages, to enhance data accuracy in HRSD processes. Additionally, the feature identifies estimated remediation efforts required and reports the languages used within the instance.
    Note:
    Additional configuration is needed to run the HRSD assessment successfully. For more information, see Configure the Now Assist Readiness Evaluation guided setup.

    Now Assist Readiness Evaluation users

    Table 1. Users
    User Description
    Admin Admins use the Now Assist Readiness Evaluation app to prepare for implementing generative and agentic AI features in Now Assist.

    Now Assist Readiness Evaluation benefits

    Table 2. Now Assist Readiness Evaluation benefits
    Benefit Feature Users
    Run scheduled jobs for applicable agentic and generative AI Now Assist products from a single assessment job. Run the GenAI/AgenticAI Assessment scheduled job Admins
    Review an overall dashboard of your issues before implementing agentic and generative AI Now Assist. Using Now Assist Readiness Evaluation dashboard Admins
    View your overall go or no-go status to implement Now Assist generative AI skills or agentic AI agents, and view the go or no-go status' issues categorized by percentage. Assessing go or no-go Admins
    Review summary information of overall implementation readiness. Reviewing your Now Assist assessment and Reviewing your agentic AI assessment Admins
    Improve the gaps for implementation by using the hyperlinks found in the assessments to fix issues. Direct hyperlinks to records and tables make it easier to validate, investigate, or act without switching contexts. Reviewing your Now Assist assessment and Reviewing your agentic AI assessment Admins
    Receive an estimated remediation effort of development work days to fix issues before implementation. Reviewing your Now Assist assessment and Reviewing your agentic AI assessment Admins

    What to explore next

    To learn more about configuring and using the Now Assist Readiness Evaluation app, see: