0
2.3.3
Australia Patch 5, Australia Patch 4, Australia Patch 3, Australia Patch 2, Australia Patch 1
Generative AI
Foundation is the entry point into ServiceNow's AI-native ITSM experience, designed to give requesters faster answers and fulfillers a head start on every case. It delivers out-of-the-box GenAI skills and AI Agents that help your team work smarter — not replace them. On the requester side, Moveworks deflects requests at the point of ask before anything reaches the service desk, surfacing answers from 25K+ indexed knowledge articles and resolving requests through natural language across Slack, Teams, and web. On the fulfiller side, Now Assist speeds up resolution from the moment a case is created — summarizing incidents so agents start with full context, and cutting triage time with AI that suggests next steps and routes work automatically. Core capabilities include summarization, pattern recognition, categorization, and task-based assistance.
Entitled Apps:
- App Engine Starter (10)
- Request Management
- Incident Mgmt. Foundation or v2 (no MIM or On-Call)
- Asset
- Cost
AI for Admin: Implementation AI Agents for instance/product setup (consumption exempt)
AI for Requester:
- AI Search
- Now Assist Virtual Agent
- External content connectors (web & internal)
- ITSM Knowledge Graph for Requester
- OOTB Requestor AI Agents (Email, Triage, Create Incident, Check Status)
AI for Fulfiller:
- Incident & Request triage, categorization, routing
- Summarize sidebar discussions, chats, incidents
- Generate chat reply & email response recommendations
- Suggested resolution steps
- Generate knowledge articles
- Email handling & routing to INC vs REQ
- Incident Assist + Recommended resolution action
- Incident resolution recommender
- Generate incident resolution notes
- Triage and Categorize ITSM Incidents
Platform AI: Now Assist for CMDB, Document Intelligence
AI Customization: Deploy OOTB AI Agents (select run triggers, knowledge source)
New
- Employees creating a ticket in Service Portal now see an AI-generated suggestion — drawn from relevant knowledge articles and catalog items — before they submit, based on the ticket description and their hardware, location, and department.
Changed
- Now Assist, Moveworks, and "AI Experience" branding has been renamed to ServiceNow Otto across in-product labels, icons, tooltips, and documentation.
- Incident Managers can now drill from any indicator on the Insights and Opportunities dashboard directly into the underlying incident records without losing their place on the dashboard.
- The employee consent experience for remedial actions is more consistent and accurate: duplicate requests are no longer triggered for already-approved or declined actions, and messaging now notes when a device needs to stay online.
Fixed
- Fixed an issue where the summarize capability could produce an irrelevant summary on requested items with many related records.
- Corrected a remaining reference to the previous Now Assist branding that had been missed during the ServiceNow Otto rename.
- Fixed an issue on the Insights and Opportunities dashboard where assigning an incident to a cluster could fail and prevent clustering from completing.
- Fixed an issue where the incident investigation and resolution workflow could fail with an "incident search/read service unavailable" error.
- Fixed an issue where the knowledge-article search filters used by the Create Incident AI agent were not being applied correctly.
- Improved the error message shown for the Resolution Notes generation skill when the "display in product desktop" setting is turned off
- Fixed an issue where built-in ITSM AI agents were unintentionally discoverable and visible within the Now Assist Platform
- Fixed an issue where a required role was missing from the Link Major Incident agent's flow, which could prevent the agent from working as expected for some users
- Fixed an issue where the Triage and Categorize AI agent could assign an irrelevant, caller-owned device as the configuration item when the matched service offering had no related configuration items of its own
Removed
- No items removed in this release
- Required plugins and products:
- Now Assist for IT Service Management
- Now Assist for Platform Foundation