Exploring Now Assist Readiness Evaluation
Summarize
Summary of Exploring Now Assist Readiness Evaluation
The Now Assist Readiness Evaluation app automates the assessment of your ServiceNow instance's readiness to implement generative and agentic AI features in Now Assist. It streamlines and accelerates the process by gathering, analyzing, and presenting data about your instance, helping you identify potential issues caused by updates, installations, or customizations that may impact AI implementations. The app provides quick, actionable insights with direct hyperlinks to affected records, facilitating efficient issue resolution without navigating away from the dashboard.
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The app separates assessments into agentic AI and generative AI solutions, supporting comprehensive evaluation across different Now Assist AI capabilities.
Key Features
- Agentic AI Assessments:
- For IT Service Management (ITSM): Evaluates customizations on parent tables like Incident and Task to detect risks that could interfere with AI agent behavior and task execution. Supports use cases such as Incident categorization and Change Request plan generation.
- For Customer Service Management (CSM): Assesses customizations on tables like Case and Interaction, checking data completeness, field modifications, and scripting issues that may affect AI agent functionality.
- Each finding includes interactive hyperlinks directly to impacted records for fast validation and remediation.
- Generative AI Assessments:
- Now Assist for AI Search: Reviews AI Search configuration, profile status, widget versions, and Knowledge Management metrics like article counts and top searches, with suggestions to improve knowledge quality.
- Now Assist for Virtual Agent (VA): Checks Virtual Agent status, active topics, catalog items, and identifies opportunities to enhance conversational capabilities and automation.
- Now Assist for ITSM: Analyzes customizations on Incident and Task tables, tracks data completeness, and highlights remediation efforts to improve process accuracy.
- Now Assist for CSM: Reviews CSM-specific customizations and data accuracy, providing insights on past cases and field completion.
- Now Assist for HR Service Delivery (HRSD): Examines HR Core Case and Task customizations and data completeness, identifying remediation needs; requires additional configuration to enable this assessment.
- User Role: Primarily designed for ServiceNow administrators who prepare and validate instance readiness for AI implementation.
- Scheduled Jobs: Allows running combined assessment jobs for both agentic and generative AI products from a single scheduled job to simplify execution.
Key Outcomes
- Rapid and reliable assessment results delivered within seconds, significantly reducing manual effort and time to evaluate instance readiness.
- Clear go/no-go status indicators for implementing Now Assist AI features, with issue categorization by severity and percentage to prioritize remediation.
- Direct hyperlinks in assessment findings enable quick navigation, validation, and remediation of issues without context switching.
- Estimated remediation effort provided in development work days to help plan and allocate resources for fixing issues before AI rollout.
- Improved confidence and readiness for adopting generative and agentic AI capabilities in your ServiceNow instance, ensuring smoother implementation and stable performance.
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
| 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
| 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 |