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
Enterprises today operate in a real-time environment where uninterrupted access to trusted data has become a baseline expectation for users, applications and automated systems. Traditional DataOps models, built on manual effort and human triage, cannot keep pace with this always active demand. AI agents are emerging as the operational backbone, ensuring consistent data availability, reinforcing trustworthiness and enabling a level of scale that manual processes cannot achieve ...
For decades, trust in the digital workplace rested on familiar signals. We trusted faces on video calls, voices on the phone, and emails that appeared to come from people we knew. These cues felt human and intuitive. They anchored how decisions were made, approvals were granted, and access was authorized. AI-powered deepfakes have quietly broken that model ...
Cloud migration was supposed to be a one-way door. For most enterprises, it turns out it isn't. Cloud data repatriation is a real and growing trend. A new survey ... finds that 89% of organizations plan to expand their on-premises infrastructure footprint over the next two years — and 75% have already moved at least some workloads back from public cloud in the past 24 months. The findings point to a broad rethinking of where data belongs ...
Over the past few years, large language models (LLMs) have revolutionized the software industry. Given their ability to excel at multi-step reasoning, LLMs have helped enterprises streamline workflows and adapt to the unknown. However, employing such models comes with sky-high costs, latency issues, and limited flexibility. In the realm of IT operations, it is generally wiser to employ smaller, domain-specific models instead ...
For years, DevOps teams operated under a simple assumption: collect enough telemetry, and you can find and fix any problem. That assumption is breaking down. Modern enterprises now operate across microservices, hybrid cloud environments, APIs, Kubernetes, and highly automated delivery pipelines. Releases happen continuously, dependencies shift constantly, and failures spread faster than teams can diagnose them ...
New Relic surveyed IT and engineering leaders from the media and entertainment (M&E) sector to understand what's working — and where challenges persist with their observability practices. The findings reveal how M&E organizations are navigating rising platform complexity, audience expectations, and AI-driven change. Below are five takeaways that stand out ...
Let me start with something I've seen play out more times than I can count. A team hits a wall with the cloud. Costs creep up, then spike. Performance starts to feel inconsistent. Someone in finance asks a simple question like "why did this double?" and nobody has a clean answer ... Maybe this isn't the right place for everything. That realization feels like a breakthrough, like you've identified the problem. In reality, you've just identified the starting line ...
In MEAN TIME TO INSIGHT Episode 24, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses network observability tool sprawl ...
In cloud-native systems, scaling is often as simple as moving a slider. For on-premise databases, the stakes are different. Over-provisioning hardware is expensive. Under-provisioning leads to performance bottlenecks that are difficult to fix once the equipment is in the rack ...
When most people think about cybersecurity, they picture firewalls, encryption, and access controls — technical tools designed to protect systems and data. But beneath the technology lies a deeper set of principles about trust, decision-making, and resilience ... The best leaders don't eliminate risk. They manage it intelligently. And in many ways, cybersecurity offers a surprisingly useful playbook for doing exactly that ...