What is Now Assist in Service Now Now Assist is Service Now’s suite of generative AI-powered experiences integrated into the Now Platform. It leverages domain-specific large language models (LLMs) to enhance productivity, efficiency, and user interactions across various Service Now applications, such as IT Service Management (ITSM), Customer Service Management (CSM), Human Resources (HR), and more. Key capabilities include: Content Generation and Summarization; automatically generate summaries for cases, incidents, chats, emails, and knowledge articles to speed up resolution times. Self-Service and Recommendations: Provide proactive suggestions, answers to queries, and action recommendations in Virtual Agent or search interfaces. Search Enhancement; Use AI-powered search (AI Search) to deliver more relevant results, including a semantic understanding of user queries. Code and Workflow Assistance: Generate code snippets, flows, or scripts for developers using tools like Now Assist for Creators. Multilingual Support: Handles queries in multiple languages with automatic translation for global accessibility. By combining generative AI with Service Now’s workflow automation, Now Assist helps organizations reduce manual effort, improve self-service, and accelerate decision-making. It’s designed for tasks like case summarization, email drafting, and incident avoidance, potentially saving significant time and costs (e.g., up to 54% efficiency gains in some implementations). Required Roles in Now Assist Area / Feature Required Role Purpose / Access Provided Now Assist Administration now_assist_admin Access to Now Assist Admin Console, skill configuration, data governance, embeddings, external search setup. Now Assist Panel (Sidebar) now_assist_panel_user Allows users to access and interact with the Now Assist panel in Next Experience UI. Now Assist for ITSM itil Use AI summaries, resolutions, and recommendations in ITSM workspace. Now Assist for CSM customer_service_agent Use Now Assist in CSM Configurable Workspace for customer cases. Now Assist for HR sn_hr_core_case_writer HR agents can use Now Assist for HR Case Management workflows. AI Search Genius Results None End users can access AI-driven search without special roles. Virtual Agent + GenAI None End users can chat with GenAI-powered Virtual Agent. Administrators admin Full access to all Now Assist features and configuration. 1.     How to Enable Now Assist Enabling Now Assist requires licensing, plugin activation, and configuration. It’s available as a service Now Store app and works on supported releases (e.g., Xanadu or later). Here’s a step-by-step guide: 1.1 Verify Prerequisites and Licensing:    – Ensure your instance is in a compatible version (check service Now release notes).    – You need an active subscription for Now Assist (e.g., Now Assist for ITSM, CSM, HRSD)      Contact your service Now account representative to purchase or confirm entitlements.    – For on-premises or self-hosted setups, ensure infrastructure meets specs (e.g., AWS, GCP, or Azure support). 1.2. Install Plugins from service Now Store    – Navigate to All > System Definition > Plugins (or use the service Now Store).    – Search for and request the relevant Now Assist plugin (e.g., “Now Assist for ITSM”).    – Once processed (may take a few minutes), install it via the Plugins manager. Sync plugins if needed by clicking the Sync button. 2. Access the Now Assist Admin Console    – Log in as an admin and navigate to All > Now Assist Admin Console (or search for “Now Assist” in the navigator).    – Review your Account Information page to verify entitlements, plugin status, and opt-out of data sharing if required (configurable by data stewards for compliance). 3. Activate Skills and Features    – In the Features tab, select the category (e.g., Technology for ITSM).    – Choose a skill (e.g., Case Summarization) and click View Details.    – Configure settings (e.g., data sources, language/region—defaults to English with multilingual detection).    – Click Save & Next through the guided setup, then activate. Plugin   ID   Action   Now Assist in Virtual Agent com.glide.now_assist.va Install Conversational Catalog Request (Bundled) Auto-included Step 4: Turn on Now Assist in Virtual Agent (Guided Setup) Go to Now Assist Admin > Features > Platform > Conversational Experience Click Set up Now Assist in Virtual Agent  Search for “Assistant” in the application navigator Click “Set up Now Assist in Virtual Agent.” Turn on Now Assist Virtual Agent setup. Turn on the Now Assist panel 4.1 Enable Skills: Now Assist Multi-Turn Catalog Ordering → ON Now Assist Q&A Genius Results → ON (recommended) 4.2 Configure Assistant: Information Sources: Match portal search profile Channels: Enable Service Portal / Employee Center LLM Model: Use Hosted (Azure OpenAI) for full features How to Connect Now Assist with Virtual Agent on the Service Portal in ServiceNow LLM model visible in virtual agent Overview Steps-   Step 1: Install/Verify Required Plugins Navigate to System Definition > Plugins. Search and ensure these are Installed/Active: com.snc.now_assist_va (Now Assist Virtual Agent) com.glide.cs.now_assist (Now Assist Core) com.snc.virtual_agent (Virtual Agent base) If missing, install them (may require instance restart).   Use the low-code Setup Assistant for guided configuration – this “connects” Now Assist to Virtual Agent by creating an LLM-powered assistant. Go to Conversational Interfaces > Home. Under Now Assist in Virtual Agent, click Get Started or Setup Assistant. Alternatively: Now Assist Admin > Features > Platform > Conversational Experience. In the wizard: Assistant Name: Enter, e.g., “Service Portal Now Assist Bot”. Enable Skills: Check Now Assist Q&A (for KB/search) and Now Assist Topics (for workflows/catalog ordering). Information Sources: Add Knowledge Base, Service Catalog, and any custom tables. Copy Existing Config: If migrating from legacy VA, select “Yes” to import topics/search sources. Promoted Topics: Add quick-start options like “Reset Password” or “Order Laptop”. Click Create Assistant. This publishes the AI-enhanced VA. Step 2: Enable on Service Portal Open the new assistant: Conversational Interfaces > Assistants > [Your Assistant Name]. Go to the Display Experience tab (or Channels for older releases. Under Portals: Select your Service Portal (e.g., default /sp or a custom one from Service Portal > Portals). Toggle Enable Now Assist (this disables legacy VA automatically). Optional: Enable Pinning for persistent chat (set system property com.glide.cs.now_assist_va.enable_pinning to true via System Properties). Save changes. The chat bubble on /sp now uses Now Assist. Step 3: Configure Agent Chat for the Portal

ITSM Question & Answers Processes in Service Operations Incident Management Problem Management Change Management Incident Management Any interruption in service is raised as an Incident Purpose is to restore normal service operations Purpose is to minimise the effect by workaround if restore is not possible Impact and Urgency are defining the Priority Challenges Detect an incident as soon as possible Incident workaround or resolution should get documented Incident assignment for L1, L2 and L3 support Correct assignment of priority in automated generated incidents Example: Not able to login in system Not able to swipe the swipe card Not able to send an emails Problem Management: Two or more incidents will raise problem Problem is to find out permanent solution for incidents through change. Reactive and Proactive Problems Known Error Workaround Examples: If we got more than one incidents like 10 users incidents that they are not able to login into system, it means something wrong with system. If we got more than one incidents for swipe card, it means the swipe machine has an issue rather than the swipe card, so we will raise one Problem for all the incidents and instead of working 10 engineers on incident will assign one engineer on Problem to fix all the incidents. Change Types Change is to enable beneficial changes to be made with minimum disruption to existing services. Definition: Change is “the addition, modification or removal of anything that could have an effect on IT services”. Normal Change – go through routine change go through all the process Any service change that is not a standard change or emergency change. Standard Change –  pre-approved change— relatively low risk A pre-authorized change that is low risk, relatively common and follows a procedure or work instruction. Emergency Change –  must be deployed as soon as possible within 24 hours like system go down, serious defect. IT should have different group of approval(CAB=Change Advisory board) A change that must be implemented as soon as possible, for example to resolve a major incident or implement a security patch. Incident Management Problem Management Change Management Any interruption in service is raised as an Incident Purpose is to restore normal service operations Purpose is to minimise the effect by workaround if restore is not possible Impact and Urgency are defining the Priority Challenges Detect an incident as soon as possible Incident workaround or resolution should get documented Incident assignment for L1, L2 and L3 support Correct assignment of priority in automated generated incidents Example: Not able to login in system Not able to swipe the swipe card Not able to send an emails Two or more incidents will raise problem Problem is to find out permanent solution for incidents through change. Reactive and Proactive Problems Known Error Workaround Examples: If we got more than one incidents like 10 users incidents that they are not able to login into system, it means something wrong with system. If we got more than one incidents for swipe card, it means the swipe machine has an issue rather than the swipe card, so we will raise one Problem for all the incidents and instead of working 10 engineers on incident will assign one engineer on Problem to fix all the incidents. Change is to enable beneficial changes to be made with minimum disruption to existing services. Definition: Change is “the addition, modification or removal of anything that could have an effect on IT services”. Normal Change – go through routine change go through all the process Any service change that is not a standard change or emergency change. Standard Change –  pre-approved change— relatively low risk A pre-authorized change that is low risk, relatively common and follows a procedure or work instruction. Emergency Change –  must be deployed as soon as possible within 24 hours like system go down, serious defect. IT should have different group of approval(CAB=Change Advisory board) A change that must be implemented as soon as possible, for example to resolve a major incident or implement a security patch.