What Now Assist Is
Now Assist is ServiceNow’s branding for generative AI features across the platform — case summarization, knowledge generation, code suggestion, chat deflection. Some features are native; others use partner LLMs via Now Assist Skill Kit.
Available across ITSM, CSM, HRSD, and Now Platform. Requires a Now Assist SKU on top of your existing licenses.
Use Cases That Actually Pay Back
Best-fit: agent-assist summarization of long tickets, knowledge article drafting, Virtual Agent response improvement, reporting narrative generation. These save agent time and have measurable ROI.
Avoid: using it as decision-maker for high-stakes routing, or for data that can’t tolerate hallucination.
Governance You Can’t Skip
Now Assist data governance is the feature most admins under-configure. Set data access controls, LLM region, retention, and PII filtering before you turn features on for users.
The audit log shows every Now Assist invocation. Review weekly at first; monthly at steady state.
Skill Kit for Custom Use Cases
Now Assist Skill Kit lets you author your own AI skills — prompt templates, grounding data, actions. Use it for domain-specific summarization your industry needs. Start with a narrow, high-volume use case.
Cost Control
Now Assist is metered. Each call consumes credits. Monitor usage in Now Assist Admin. Restrict high-cost skills to specific personas until you understand the cost/benefit.