Now Assist for Workplace Service Delivery (WSD)

  • Release version: Yokohama
  • 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 the Workplace Services experience by integrating generative AI capabilities. It supports multiple AI model providers, including ServiceNow’s own Now LLM Service and Long Term Stable models, as well as third-party providers like Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. This enables automation and AI-driven assistance tailored for workplace service tasks.

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    Configuration and Usage

    ServiceNow customers can configure AI options using the AI Control Tower to select available AI model providers and set preferences at the skill level within the Now Assist Admin console. The platform enables AI agent workflows and use cases specifically designed for Workplace Service Delivery, leveraging generative AI to improve service efficiency and user experience.

    Availability and Restrictions

    • Not all AI model providers or Now Assist features are available in all regions, especially for customers with in-country SKUs, in regulated markets, or specific data center environments such as FedRAMP, NSC DOD IL5, or Australia IRAP-Protected.
    • Availability varies by release, so customers should monitor updates for new options and supported features.
    • Some AI products and skills are restricted or unavailable in certain regulated environments.

    AI Limitations and Responsible Use

    Now Assist leverages AI and machine learning technologies that generate predictions based on data patterns but may not always provide accurate, complete, or appropriate results. Customers are responsible for thoroughly testing and evaluating AI outputs for accuracy and appropriateness, especially in critical areas such as healthcare, finance, legal, employment, security, or infrastructure. Human oversight is necessary, and reliance solely on AI-generated outputs for decisions is discouraged.

    Users must comply with ServiceNow’s AI Acceptable Use Policy, which may be updated periodically.

    Data Processing and Collection

    • Data from customer instances is transferred to centralized ServiceNow environments or third-party cloud providers (e.g., Microsoft Azure) following ServiceNow’s internal policies and compliance standards.
    • ServiceNow collects inputs, outputs, and edits from the application to improve AI models and technologies, including workplace request data such as reservations.
    • Customers have the option to opt out of future data collection at any time through the Now Assist Opt-Out process.

    Support and Troubleshooting

    Customers can access support resources including the ServiceNow Community on AI and Intelligence, the Known Error Portal for troubleshooting, and direct Customer Service and Support channels for 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 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®.

    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. 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.

    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.