0
2.6.0
Australia, Zurich Patch 7, Zurich Patch 5, Zurich Patch 4, Zurich Patch 2, Zurich Patch 1, Zurich, Yokohama Patch 11, Yokohama Patch 8, Yokohama Patch 6, Yokohama Patch 3, Yokohama, Xanadu Patch 10, Xanadu Patch 9, Xanadu Patch 3, Xanadu
Generative AI
Now Assist for IT Operations Management is a transformative innovation within the ServiceNow ecosystem, harnessing the power of GenAI to elevate operational intelligence and automation across IT environments. It introduces a suite of AI-driven capabilities designed to optimize every stage of alert and incident management.
AI Agents for AIOps - Automate end-to-end alert triage and root cause investigation, delivering actionable insights in seconds instead of 15+ minutes of manual effort.
AI Agents for Observability extend this capability by collaborating with third-party APM and observability tools to analyze service impact and prioritize investigations.
The AIOps Learning-Enhanced Automation Playbooks framework further amplifies efficiency by mining historical incident data to generate dynamic resolution playbooks, automate workflows, and reduce MTTR.
AI Agent for Discovery helps PKI admins renew certificates that are nearing expiry, helping to prevent outages and save time managing certificates.
AI Agent for MID Server designed to proactively assist users in diagnosing and resolving issues related to configuration, connectivity, upgrades, and operations.
AI Agent for ACC - The AI Agent for ACC is designed to troubleshoot ACC-related errors and improve operational resilience at scale.
AI Agents for HLA - automate the most complex and time-consuming steps in setting up and operating HLA — mapping business context, classifying log fields, and investigating alerts. Powered by Now Assist, these agents bring AI-driven recommendations directly into HLA workflows, reducing the expertise required to configure the system and helping operators respond to alerts faster and more confidently
Now Assist for ITOM provides the following capabilities:
- AI Agents for AIOps - Automate alert triage, impact analysis, and root cause investigation with an AI-driven agentic workflow that transforms manual operator processes, typically 30+ clicks and 15+ minutes, into a streamlined, autonomous flow. The workflow processes incoming IT alerts end-to-end, correlating observability data, analyzing affected services, and identifying probable root causes before an operator touches the alert. Consolidated insights are surfaced through the Express List interface, giving operators immediate visibility into what happened, what's affected, and recommended next steps, enabling faster resolution while keeping humans in control of final decisions.
- AI Agents for Observability - Helps IT operators assess business and application service impact, formulate probable cause theories, and prioritize investigations by analyzing data from ServiceNow and seamlessly collaborating with third-party AI agents from leading APM and observability vendors, including New Relic, Dynatrace, and Kentik. Using natural language, IT Operators can: understand the blast radius of an alert, pinpoint affected services, and assess business impact; formulate probable cause theories; help track down the right teams to drive towards problem resolution.
- AIOps Learning-Enhanced Automation Playbooks - Leverages AI-driven insights to mine historical incident data, dynamically prioritize tasks, and generate actionable resolution playbooks. By automating workflows and enhancing knowledge sharing, AIOps Learning-Enhanced Automation Playbooks empowers teams to address issues proactively and efficiently. Reduce mean time to resolution (MTTR), increase automation coverage, streamline processes like certificate renewals, and improve team productivity. This ultimately leads to measurable cost savings and operational excellence.
- AI Agent for Discovery - ITOM AI Agent for Discovery is our out-of-the-box GenAI application that introduces AI-powered solutions designed for IT by the Discovery team. It helps customers in their specific roles who need to accelerate their operations by leveraging the AI powered offerings. The app introduces an agentic workflow that helps PKI admins to renew the certificates that are nearing expiry in a few minutes, and helps them to prevent outages and save time
- AI Agent for Service Mapping - ITOM AI Agent for Service Mapping is an out-of-the-box GenAI application that introduces AI-powered solutions designed for IT by the Service Mapping team. It helps owners who need to assess the business impact of proposed infrastructure changes. The app introduces a range of AI features from skills used for naming processes and candidates, and an agentic workflow that helps change management admins analyze the potential impact of proposed changes on their organization's IT infrastructure.
- AI Agent for MID Server - An advanced AI feature within the MID Server ecosystem/ITOM Infra Services workspace, designed to proactively assist users in diagnosing and resolving issues related to configuration, connectivity, upgrades, and operations. By intelligently analyzing logs, signals, and runtime behaviors, it offers guided troubleshooting steps, automated fixes, and predictive insights. This significantly reduces Mean Time to Repair (MTTR) and enhances the reliability and operational efficiency of the MID server.
- AI Agent for ACC - The AI Agent for ACC is designed to troubleshoot ACC-related errors and improve operational resilience at scale. It leverages Now Assist for natural language interaction, enabling users to ask questions like “Why is this ACC agent failing?” and receive actionable suggestions to resolve and troubleshoot issues
- New
- AI Analysis for Automated Alert Groups.
- Noise Alert Classification. A new LLM-based classifier automatically evaluates same-alert groups matched by CI/node and metric name, and determines whether each group represents noise or requires operator action.
- Text-to-Configuration AI Agent for Alert Grouping. Event Management administrators can now describe alert grouping automation rules in plain language through the Now Assist panel in Service Operations Workspace. The agent interprets intent, asks clarifying questions for any missing details, presents a full preview of the proposed rule, and creates it as an inactive configuration ready to activate, save, or simulate.
- AI Alert Insights: Rich HTML Formatted Output. The Autonomous Operator workflow now generates HTML-formatted insights rendered through the now-rich-text component.
- AI Insights Card Embedded in UI16 Alert Form. The AI Insights card is now embedded directly in the UI16 Alert Form, giving operators immediate access to contextual AI analysis without navigating to the Service Operations Workspace or Now Assist panel.
- Service Observability Dashboard Summarization. The Autonomous Operator workflow now incorporates Service Observability dashboard health analysis for services associated with an alert, enriching AI summaries with broader observability context before surfacing results to the operator.
- Now Assist for Platform