Now Assist for IT Operations Management (ITOM)

  • Release version: Yokohama
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Now Assist for IT Operations Management (ITOM)

    The ServiceNow® Now Assist for IT Operations Management (ITOM) application enables users to analyze alerts in Event Management effectively. It provides a human-readable summary along with technical details to facilitate better investigation of alerts.

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    Key Features

    • Generative AI Capabilities: Utilize generative AI to enhance alert analysis and improve operational efficiency.
    • Agentic Workflows: Implement workflows using the ITOM AI agent collection for streamlined operations.
    • Model Provider Options: Use various AI model providers, including Now LLM Service and Azure OpenAI, with the ability to configure available options in the AI Control Tower.
    • Alert Analysis Limitations: Currently, the application supports analysis of tag-based, rule-based, and Log Analytics alert groups only.

    Key Outcomes

    By using Now Assist for ITOM, customers can expect improved alert management and operational insights, leading to more informed decision-making. However, users should be aware of certain limitations, such as potential inaccuracies in AI outputs and restrictions in specific environments or regions, particularly regarding critical alerts.

    Important Considerations

    Customers are encouraged to conduct their own evaluations of the application’s accuracy and relevance to their specific use cases. Data processing involves transferring information to ServiceNow’s centralized environment, adhering to internal policies. Customers can opt out of data collection if desired.

    Use the ServiceNow® Now Assist for IT Operations Management (ITOM) application to analyze alerts in Event Management. Alert analyses include a human-readable brief of the alert and technical information to help you investigate the alert more effectively.

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    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.

    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®.

    Note:
    Currently, Now Assist for ITOM only analyzes tag-based, rule-based, and Log Analytics alert groups. For all other alert group types, it only analyzes the parent alert.

    Dependencies

    For a list of Now Assist for IT Operations Management (ITOM) plugin dependencies, see Applications installed with Now Assist for ITOM.

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    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.

    Important:
    Don't use Now Assist for ITOM for critical security alerts.

    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.