Now Assist for Configuration Management Database (CMDB)

  • Release version: Xanadu
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Now Assist for Configuration Management Database (CMDB)

    Now Assist for Configuration Management Database (CMDB) is a ServiceNow application designed to enhance CMDB workflows by providing comprehensive summaries of configuration items (CIs) directly on CI forms. It helps accelerate the remediation process of duplicate CIs using AI-driven skills and agentic workflows.

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    This application enables ServiceNow customers to improve CMDB data quality and streamline CI management efficiently within their instance.

    Key Features

    • CI Summaries on Forms: Access detailed CI information instantly on the CI form to facilitate better understanding and decision-making.
    • Duplicate CI Remediation: Use AI-powered skills to quickly identify and resolve duplicate configuration items.
    • AI Skills and Workflows: Activate Now Assist CMDB skills to leverage artificial intelligence for faster and more accurate CMDB management.

    Availability and Restrictions

    • Not all AI model providers or Now Assist features are available in all regions or environments, including in-country SKUs, FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, and regulated markets.
    • ServiceNow regularly updates availability; customers should consult Knowledge Base articles and release notes for the latest information.

    AI Limitations and Responsibilities

    The application uses AI and machine learning, which may not always deliver fully accurate or complete results. Customers must:

    • Test and evaluate AI outputs for accuracy and appropriateness before use.
    • Maintain human oversight and avoid sole reliance on AI for critical decisions, especially in sensitive domains such as healthcare, finance, legal, and security.
    • Comply with ServiceNow’s AI Acceptable Use Policy.

    Data Handling and Privacy

    • Data from customer instances is transferred to centralized ServiceNow environments, possibly in different regions or third-party cloud providers like Microsoft Azure.
    • Data processing follows ServiceNow’s internal policies available through the CORE Compliance Portal.
    • ServiceNow collects inputs, outputs, and edits from this application to improve AI models and technologies, with customers having the option to opt out of data collection at any time.

    Support and Resources

    • Customers can seek help through the ServiceNow Community, Known Error Portal, or by contacting Customer Service and Support.
    • Documentation and troubleshooting resources are available to ensure optimal use of Now Assist for CMDB.

    Use the ServiceNow® Now Assist for Configuration Management Database (CMDB) application to view comprehensive summaries for configuration items (CIs) directly on CI forms and to accelerate the process of remediating duplicate CIs.

    Get started

    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. 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.