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ServiceNow Announces Now Platform Vancouver Release with Now Assist Upgrades

ServiceNow announced a major Now Platform expansion with the Now Assist family of solutions.

Available in the Now Platform Vancouver release, Now Assist for IT Service Management (ITSM), Customer Service Management (CSM), HR Service Delivery (HRSD), and Creator embed the power of generative AI across all workflows on the Now Platform to help accelerate productivity, improve experiences, and increase agility for customers. To power new features within Now Assist, we are releasing a domain‑specific ServiceNow large language model (Now LLM), built for the enterprise and optimized for productivity and data privacy.

“Organizations are seeking a trusted partner to help them navigate this dynamic and fast‑moving era of intelligence,” said CJ Desai, president and chief operating officer, ServiceNow. “ServiceNow has thousands of customers already using the Now Platform to digitize and streamline processes across the enterprise. With our Vancouver release, we’re combining the power of the Now Platform with new generative AI features to bring AI‑driven intelligence to every corner of the business, creating a catalyst for productivity and better enterprise experiences."

The Now Platform operationalizes generative AI to drive growth and help reduce costs for every customer across every business function with enterprise‑grade AI designed for high levels of digital trust and privacy. Now Assist is woven into all processes and workflows to help optimize performance and is compliant with ServiceNow controls for ethical and responsible development and use.

Now Assist incorporates generative AI features such as case, incident, and agent chat summarization, virtual agent, and search capabilities that can be applied to a broad range of scenarios and functions, so every persona from employees to agents to developers can harness the power of generative AI. This foundational approach allows enterprises to bring the power of generative AI to any department and expand to other parts of the business quickly and easily.

- Now Assist for ITSM empowers enterprise IT leaders to take control of their IT experience, dramatically improving agent productivity and the employee experience with faster resolutions. Summaries of incident history and live Virtual Agent interactions deliver complete answers instead of search results so agents can resolve issues and requests faster without needing to ask users to repeat themselves. Now Assist for ITSM can also create contextual summaries of incidents and resolution notes, which help organizations implement incident management best practices and resolve more incidents in less time.

- Now Assist for CSM streamlines the customer service process from beginning to end, leading to higher agent productivity, potential cost savings, and improved customer experience. By rapidly generating summaries for cases and chats, Now Assist for CSM reduces manual work and allows agents to resolve customer issues faster. Customers also benefit from an improved self‑service experience, with access to resources that help them find answers fast, leading to higher case deflection and cost reduction.

- Now Assist for HRSD helps HR leaders drive productivity and operational efficiency, reduces redundant, manual tasks for HR teams, and gets employees the answers they need quickly with little disruption to their day. HR managers can handle issues from payroll discrepancies to paperwork changes without needing to sift through loads of information by reviewing instant summaries of case topics, previous history from live chat and Virtual Agent interactions, as well as previous resolutions and actions taken. This gives HR teams the context they need to solve problems quickly and confidently.

- Now Assist for Creator helps development teams create and scale apps more quickly on the Now Platform. Trained on code from ServiceNow engineering, results are designed to be higher quality and more scalable, and the data processed on the platform is more secure than with any other code generation technology. Now Assist for Creator includes the general availability of text‑to‑code, which converts natural language text into high‑quality code suggestions, and in some cases complete code. Text‑to‑code helps ensure every corner of the enterprise can create seamless coding experiences that can deliver fast development and increased productivity.

ServiceNow’s generative AI strategy provides customers with broad and secure LLM support, through either general purpose LLMs or ServiceNow‑developed models. General‑purpose LLMs provide customer flexibility and currently include access to Microsoft Azure OpenAI Service LLM and OpenAI API. Built into the Now platform, domain‑specific LLMs are designed specifically for ServiceNow’s workflows, use cases, and processes, and are tailored to agents, employees, customers, and IT administrators who use ServiceNow. This allows for an excellent end‑user experience, unprecedented time‑to‑market, and high levels of transparency and governance.

For example, features within Now Assist for Search are powered by a ServiceNow fine‑tuned LLM based on the NVIDIA NeMo framework and served using NVIDIA Triton Inference Server software, both part of the NVIDIA AI Enterprise software platform. These features bring to market new capabilities built from the ServiceNow and NVIDIA partnership announced in May.

All generative AI innovations are part of ServiceNow’s Now Platform Vancouver release and will be generally available on Sept. 29 to all customers.

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ServiceNow Announces Now Platform Vancouver Release with Now Assist Upgrades

ServiceNow announced a major Now Platform expansion with the Now Assist family of solutions.

Available in the Now Platform Vancouver release, Now Assist for IT Service Management (ITSM), Customer Service Management (CSM), HR Service Delivery (HRSD), and Creator embed the power of generative AI across all workflows on the Now Platform to help accelerate productivity, improve experiences, and increase agility for customers. To power new features within Now Assist, we are releasing a domain‑specific ServiceNow large language model (Now LLM), built for the enterprise and optimized for productivity and data privacy.

“Organizations are seeking a trusted partner to help them navigate this dynamic and fast‑moving era of intelligence,” said CJ Desai, president and chief operating officer, ServiceNow. “ServiceNow has thousands of customers already using the Now Platform to digitize and streamline processes across the enterprise. With our Vancouver release, we’re combining the power of the Now Platform with new generative AI features to bring AI‑driven intelligence to every corner of the business, creating a catalyst for productivity and better enterprise experiences."

The Now Platform operationalizes generative AI to drive growth and help reduce costs for every customer across every business function with enterprise‑grade AI designed for high levels of digital trust and privacy. Now Assist is woven into all processes and workflows to help optimize performance and is compliant with ServiceNow controls for ethical and responsible development and use.

Now Assist incorporates generative AI features such as case, incident, and agent chat summarization, virtual agent, and search capabilities that can be applied to a broad range of scenarios and functions, so every persona from employees to agents to developers can harness the power of generative AI. This foundational approach allows enterprises to bring the power of generative AI to any department and expand to other parts of the business quickly and easily.

- Now Assist for ITSM empowers enterprise IT leaders to take control of their IT experience, dramatically improving agent productivity and the employee experience with faster resolutions. Summaries of incident history and live Virtual Agent interactions deliver complete answers instead of search results so agents can resolve issues and requests faster without needing to ask users to repeat themselves. Now Assist for ITSM can also create contextual summaries of incidents and resolution notes, which help organizations implement incident management best practices and resolve more incidents in less time.

- Now Assist for CSM streamlines the customer service process from beginning to end, leading to higher agent productivity, potential cost savings, and improved customer experience. By rapidly generating summaries for cases and chats, Now Assist for CSM reduces manual work and allows agents to resolve customer issues faster. Customers also benefit from an improved self‑service experience, with access to resources that help them find answers fast, leading to higher case deflection and cost reduction.

- Now Assist for HRSD helps HR leaders drive productivity and operational efficiency, reduces redundant, manual tasks for HR teams, and gets employees the answers they need quickly with little disruption to their day. HR managers can handle issues from payroll discrepancies to paperwork changes without needing to sift through loads of information by reviewing instant summaries of case topics, previous history from live chat and Virtual Agent interactions, as well as previous resolutions and actions taken. This gives HR teams the context they need to solve problems quickly and confidently.

- Now Assist for Creator helps development teams create and scale apps more quickly on the Now Platform. Trained on code from ServiceNow engineering, results are designed to be higher quality and more scalable, and the data processed on the platform is more secure than with any other code generation technology. Now Assist for Creator includes the general availability of text‑to‑code, which converts natural language text into high‑quality code suggestions, and in some cases complete code. Text‑to‑code helps ensure every corner of the enterprise can create seamless coding experiences that can deliver fast development and increased productivity.

ServiceNow’s generative AI strategy provides customers with broad and secure LLM support, through either general purpose LLMs or ServiceNow‑developed models. General‑purpose LLMs provide customer flexibility and currently include access to Microsoft Azure OpenAI Service LLM and OpenAI API. Built into the Now platform, domain‑specific LLMs are designed specifically for ServiceNow’s workflows, use cases, and processes, and are tailored to agents, employees, customers, and IT administrators who use ServiceNow. This allows for an excellent end‑user experience, unprecedented time‑to‑market, and high levels of transparency and governance.

For example, features within Now Assist for Search are powered by a ServiceNow fine‑tuned LLM based on the NVIDIA NeMo framework and served using NVIDIA Triton Inference Server software, both part of the NVIDIA AI Enterprise software platform. These features bring to market new capabilities built from the ServiceNow and NVIDIA partnership announced in May.

All generative AI innovations are part of ServiceNow’s Now Platform Vancouver release and will be generally available on Sept. 29 to all customers.

The Latest

AI is the catalyst for significant investment in data teams as enterprises require higher-quality data to power their AI applications, according to the State of Analytics Engineering Report from dbt Labs ...

Misaligned architecture can lead to business consequences, with 93% of respondents reporting negative outcomes such as service disruptions, high operational costs and security challenges ...

A Gartner analyst recently suggested that GenAI tools could create 25% time savings for network operational teams. Where might these time savings come from? How are GenAI tools helping NetOps teams today, and what other tasks might they take on in the future as models continue improving? In general, these savings come from automating or streamlining manual NetOps tasks ...

IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...

A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...

According to Gartner, Inc. the following six trends will shape the future of cloud over the next four years, ultimately resulting in new ways of working that are digital in nature and transformative in impact ...

2020 was the equivalent of a wedding with a top-shelf open bar. As businesses scrambled to adjust to remote work, digital transformation accelerated at breakneck speed. New software categories emerged overnight. Tech stacks ballooned with all sorts of SaaS apps solving ALL the problems — often with little oversight or long-term integration planning, and yes frequently a lot of duplicated functionality ... But now the music's faded. The lights are on. Everyone from the CIO to the CFO is checking the bill. Welcome to the Great SaaS Hangover ...

Regardless of OpenShift being a scalable and flexible software, it can be a pain to monitor since complete visibility into the underlying operations is not guaranteed ... To effectively monitor an OpenShift environment, IT administrators should focus on these five key elements and their associated metrics ...

An overwhelming majority of IT leaders (95%) believe the upcoming wave of AI-powered digital transformation is set to be the most impactful and intensive seen thus far, according to The Science of Productivity: AI, Adoption, And Employee Experience, a new report from Nexthink ...

Overall outage frequency and the general level of reported severity continue to decline, according to the Outage Analysis 2025 from Uptime Institute. However, cyber security incidents are on the rise and often have severe, lasting impacts ...