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Now Assist for ITSM

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In this lesson, you will learn:

  • What Now Assist is
  • Incident summaries
  • Draft resolution notes
  • What to check before turning it on

🔁 Quick look back: Last time: Predictive Intelligence for Categorization and Assignment. You learned how Predictive Intelligence learns from past incidents to suggest a category and group.

1 “I have to read 40 comments”

Abel takes over an incident that’s been open for a week.

  • It has 40 comments and work notes.
  • He spends 10 minutes reading them.
  • Then he writes resolution notes from scratch.

🎯 The problem: Long records slow agents down, twice: once to read, once to write.

👉 The fix: let Now Assist summarize the record and draft the notes, and let Abel check them.

2 What it does

Key term: Now Assist

ServiceNow’s generative AI. It writes text, like summaries, from what’s in the record.

Key term: Generative AI

AI that writes new text, based on what it’s given.

Now Assist on an incident. Summary: Sam's VPN drops every 20 minutes since Monday. Network Support found a certificate issue on snwr-vpn-gw-01. A workaround was applied. Waiting for CHG0030045. Draft resolution notes: Applied workaround from KB0010210. Permanent fix through CHG0030045. Buttons: Use draft and Edit. A note says Abel always reads and edits before saving.
Figure 1. Now Assist drafts. Abel decides.

3 Before you turn it on

📦 Entitlement check: Which Now Assist skills you get depends on your package and release. Not every PDI has them. Check SNWR’s contract and the Now Assist Admin console.

  • Pick a few skills to start, like summaries.
  • Tell agents to always read the draft before saving.
  • Check that AI use follows SNWR’s AI policy.

⚠️ Golden rule: AI can get things wrong. The agent is always responsible for what’s saved.

4 Quick recap

  • Now Assist is ServiceNow’s generative AI
  • It summarizes long records
  • It drafts resolution notes
  • The agent always checks before saving
  • Check package, release and AI policy first

5 Check yourself

Think of your answer first. Then tap to check.

1 What does Now Assist give Abel on a long incident? Show answer

A short summary of the record.

2 Who is responsible for the saved notes? Show answer

The agent, Abel.

3 Does every PDI have Now Assist? Show answer

No. Check the package and release.

4 Where do admins turn skills on? Show answer

In the Now Assist Admin console.

Nice work! You know how Now Assist helps agents. 🎉
Next up: Virtual Agent for Employee Self-Service

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