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What is ServiceNow Now Assist and why does it matter?
Discover ServiceNow Now Assist including how it fits into the platform and why it’s a game-changer for intelligent automation.
6 minutes
Table of contents
Contact person
Willem Zeiler
GenAI Expert / ServiceNow MVP
Servicenow Now Assist is all the rage. But what is Now Assist exactly? How does it fit into the ServiceNow platform? And how can your organization make the most of it?
We asked our experts, Maud Stigter and Willem Zeiler, some of the most common questions we get about Now Assist to help you get started on your AI journey.
What is ServiceNow Now Assist?
Now Assist is ServiceNow’s branded offering of Generative AI (GenAI) capabilities. Just like how “iPhone” is Apple’s branded smartphone, Now Assist is ServiceNow’s GenAI suite, designed to work seamlessly within the ServiceNow platform.
It includes a range of features such as:
- Skills – Small, focused GenAI capabilities like summarizing incidents.
- AI Agents – Smarter units that combine multiple skills to perform end-to-end tasks.
- Agentic AI – Advanced agents that can make decisions and act more independently.
So, while GenAI is a more general category, Now Assist is ServiceNow’s specific implementation, bringing GenAI directly to your workflows within ServiceNow. It accelerates both adoption and business value.
What are “Skills” in ServiceNow Now Assist?
Skills are the building blocks of Now Assist. Think of them like Lego pieces. You get some pieces in the box, and others you can build or buy based on your vision.
Skills are special GenAI actions that focus on one specific task such as summarizing an incident, analyzing sentiment, or recommending the next step in a process. These can be used individually or as components within larger systems. Some are available out-of-the-box (OOTB), while others can be custom-built to suit your business needs. This gives you both flexibility and a head start.
From the latest Now Assist updates, some of the most-used out-of-the-box skills include:
- Incident summarization
- Chat summarization
- Resolution note generation
- Catalog item creation
- Report drafting
What’s the difference between Skills and AI Agents?
The key difference lies in complexity and autonomy. Skills handle a single, specific task. For example, summarizing a ticket or detecting customer sentiment are individual skills.
AI Agents, on the other hand, are built by combining multiple skills into a workflow or solution that can take action across steps. For instance, an agent could analyze a request, determine the right department, schedule a response, and follow up automatically.
These agents can even perform sentiment analysis and next-best action recommendations, making them proactive rather than reactive. And as they gain more autonomy, they move toward what’s referred to as Agentic AI which is AI that not only acts but also decides.
What licensing do I need for ServiceNow Now Assist?
While licensing is not guaranteed, you’ll need a plus-tier license, such as Pro Plus or Enterprise Plus. These licenses give you access to:
- AI Agents
- Agentic AI capabilities
- GenAI Controller to manage which large language models (LLMs) are being used
Currently, Now Assist relies on ServiceNow’s native LLM, but in the near future, you’ll have the ability to plug in your own model, such as OpenAI (via Azure), Google Gemini, or others you may already be working with.
What If I need a Skill that doesn’t exist yet?
No problem, we can help. At Plat4mation, we specialize in extending the ServiceNow platform with custom development. If a key skill is missing, we can create it for you based on your specific requirements.
To put it into perspective, imagine building an electric car: if the battery doesn’t arrive on time, the whole production line stalls. The same applies to AI skills. If one is missing in your process, it delays automation. We make sure every component is delivered and working together, so your AI engine runs seamlessly.
Additionally, organizations that have already invested in high-quality data and process optimization see quicker time-to-value when deploying custom skills.
Is ServiceNow Now Assist a standalone tool?
No, Now Assist is an integrated part of the wider ServiceNow platform. It works best when supported by clean data, solid processes, and existing platform modules like ITSM, HRSD, or CSM.
Don’t think of Now Assist a magic button but as a suite of tools you can tailor. Like a Lego set, the real power lies in how you assemble the pieces together, it combines intelligent automation with your existing workflows and data.
Organizations looking to scale AI efficiently should prioritize:
- Platform readiness
- High-quality process data
- Governance and usage controls
What’s new with AI Agents?
One of the biggest developments is the move from “build-it-yourself” to plug-and-play AI Agents. Rather than assembling individual skills into your own custom agent, ServiceNow now offers pre-defined AI Agents aligned to common business use cases.
For example, a manufacturer managing EV batteries could simply activate an existing AI Agent tailored to that scenario. No need to build from scratch, just switch it on and go. It drastically reduces setup time and allows teams to quickly realize value.
Now Assist also supports use case-based agents, such as incident resolution, case deflection, and employee self-service. This means you can activate intelligence where it’s most impactful.
How can I avoid falling behind?
The way we work is changing. Fast. And those who invest in AI and automation today are the ones who will lead tomorrow. ServiceNow’s Now Assist isn’t just a feature; it’s a long-term strategy for digital transformation. Here’s our advice on getting started the right way:
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Start by enabling a few simple skills. Even without a full AI Agent in place, tasks like content summarization, ticket classification, or sentiment analysis can dramatically improve efficiency.
- If you’re already building or using skills, adding an AI Agent later becomes a small step. It’s also cost-effective as you don’t pay per agent; you pay per outcome or action. This means you can experiment and scale without incurring huge costs upfront.
- Most importantly, don’t wait for AI to become “perfect.” It needs your data and real-world usage to learn and improve. The earlier you begin, the sooner you benefit and the better positioned you’ll be as GenAI continues to evolve.
- Check out our blogs to learn more about every step on your GenAI journey from adoption, deployment and maximizing ROI.
At Plat4mation, we’re here to guide you through the process, whether you need advice, configuration, or full custom development. We will help turn your ServiceNow platform into a powerhouse of intelligent automation.