ServiceNow
Now Assist & AI Agents: using AI on the Now Platform wisely
ServiceNow brings generative AI deep into ITSM processes. What the new AI agents do – and what matters when introducing them.
With Now Assist, ServiceNow has brought generative AI directly into the agent workspace. Rather than isolated chatbots, the focus is contextual assistance at the decisive points of a case – and, increasingly, AI agents that chain several steps autonomously.
From assistant to agent
Classic Now Assist features summarise cases, draft responses or suggest knowledge articles. The newer generation of AI agents goes further: they categorise incidents including affected configuration items, generate post-incident reviews from major incident data, or support change cases by combining several skills.
Value where volume and structure meet
AI delivers the most value on frequent, well-structured cases with clear resolution paths. This is exactly where measurable effects emerge: faster triage, more consistent answers and freeing up specialists for more demanding work. For rare or complex edge cases, humans remain the better judge.
- Prioritise use cases by volume and risk, not by curiosity.
- Treat the quality of the knowledge base and training data as a prerequisite.
- Keep a human in the loop for anything that affects production systems.
- Measure impact: handling time, reopen rate, satisfaction.
Don't forget privacy and traceability
Generative AI in ITSM processes touches personal and internal operational data. Building role concepts, data classification and logging in from the start lets you use AI productively without taking on compliance risk. The technology is available – responsible use is the real task.