Use generative AI in Now Assist for ITOM

Use the ServiceNow® Now Assist for ITOM application to view alert or incident analyses that Now Assist creates using generative AI.

Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.

Alert analyses include human-readable briefs of the alert and additional technical information to help you investigate the alert more effectively. The analyses are provided in English, irrespective of the language used in the alert description.

For more information about the ServiceNow® Now Assist for IT Operations Management (ITOM) application, see Now Assist for ITOM.

Important: Some generative AI skills, AI agents, and agentic workflows are turned on by default. For more information, see Now Assist skills, agents, and agentic workflows on by default.

Domain separation and generative AI

By default, all skills exist in the global domain. When you use AI in a domain-separated environment, users are only able to access data in their domain. For example, if a user uses the summarization skill, AI only uses material that exists in the user's domain when generating that summary. Additionally, there is no co-mingling of data for domain-separated instances when using generative AI skills. The data resides only on the instance, and the shared services used for generative AI do not persist any requests (prompts) and responses. For more information, see Domain separation in the Now Assist Admin console. (Note that global domain is not the same as global scope. For more information, see Exploring Next Experience pickers.)

Documentation in this section

See the following documentation to learn more about using Now Assist for ITOM skills.

• View an alert analysis by Now Assist in Service Operations Workspace
  View an alert analysis by Now Assist for an alert on the alert's Overview tab in the Service Operations Workspace. Alert analyses include a human-readable brief of the alert and technical information to help you investigate the alert more effectively.
• View an alert analysis by Now Assist in Express List
  View an alert analysis created by Now Assist using generative AI. Alert analyses include a human-readable brief of the alert and technical information to help you investigate the alert more effectively.
• View an alert group analysis by Now Assist in Express List
  View an alert group analysis created by ServiceNow® Now Assist using generative AI. The analysis offers a simplified, human-readable description of the alert group and technical information to help you investigate it more efficiently.
• View an error analysis by Now Assist in Agent Client Collector
  View an error analysis created by Now Assist using generative AI. Error analyses enable asking questions on a specific agent's error or error code.
• Save the Now Assist alert analysis as an alert group description
  Save the human-readable summary generated by Now Assist in the Alert analysis as the description of an alert group.
• Generate an alert group description in Express List using Now Assist
  Use Now Assist to generate a meaningful description of an alert group in Express List that encompasses all the alerts within the group. The generated description replaces the original description of the group.
• Launch an alert analysis from the Now Assist panel
  Initiate an alert analysis from the Now Assist panel. The alert analysis displays directly in the Now Assist panel for convenient review.
• Create an incident from an alert with Now Assist in Express List
  Create an incident with a human-readable, AI-generated description from the Express List pane by using Now Assist.
• Accelerate alert resolution with past incident analysis
  Use Now Assist to investigate relevant past incidents and present effective strategies used to resolve them.
• Analyze a dashboard in Service Observability
  Use the analyze Service Observability dashboard skill to view an analysis of a single Service Observability dashboard.
• Analyze service health in Service Observability
  Use the Analyze Service Health skill to view an analysis of all Service Observability dashboards for the selected service.

Parent Topic:Now Assist for ITOM