Brazil, Australia Patch 5, Australia Patch 4, Australia Patch 3, Australia Patch 2, Australia Patch 1, Australia, Zurich Patch 12, Zurich Patch 11, Zurich Patch 10, Zurich Patch 9, Zurich Patch 8, Zurich Patch 7, Zurich Patch 5, Zurich Patch 4, Zurich Patch 2, Zurich Patch 1, Zurich, Yokohama Patch 11, Yokohama Patch 8, Yokohama Patch 6, Yokohama Patch 3, Yokohama Patch 1, Yokohama
Generative AI
ServiceNow Otto for IT Service Management (ITSM) is our out-of-the-box GenAI application purpose built to assist IT agents and create self service opportunities by providing agents dynamic, contextual assists at key inflection points throughout and incident’s lifecycle from which self service content can be seamlessly generated.
AI Agent:
- Prebuilt ITSM AI Agent collection to help agents triage and work incidents and changes.
For Employees:
- ServiceNow Otto for Virtual Agent integrated with Slack
- Enable your requestors to interact with the ServiceNow Otto for Virtual Agent while remaining in Slack.
For Agents
- Knowledge creation from a group of similar incidents
- Enable agents, domain SMEs, and knowledge managers to generate a knowledge article from a group of similar incidents to lower the overhead of managing multiple knowledge articles, craft higher quality knowledge articles, and enable more effective self-service.
- AI Search integrated with Recommended Actions in Service Operations Workspace
- Enable agents to search across knowledge articles, incidents, changes, etc. to triage the task at-hand within Service Operations Workspace.
- Change request summarization
- Enable developers, change managers, and everyone in the change ecosystem to assess and understand the risk, impact, approval criteria, and back-out plan(s) associated to a change.
- Task Intelligence for similar incidents in Service Operations Workspace
- Enable admins to train, fine-tune, deploy, and monitor ML solutions with agility.
- Live agent chat and email reply recommendations. Agents can also get email template and content edit recommendations.
- Enable agents with recommended replies and answers to common questions to enable faster time to resolution.
- Sidebar chat summarization
- Enrich the quality of information documented in incident, change, and other task records to generate effective resolution notes and knowledge articles by automatically summarizing and posting sidebar chat summaries to records. Supported in both coreUI (with Next Experience enabled) and Service Operations Workspace
- AI-generated release notes in Digital Product Release: Automatically create clear, contextual release summaries using AI, using standard artifacts for accuracy.
New
- Incident Analyzer
- Automatically investigates new incidents and writes a summary to the work notes:
- What happened, likely cause, and supporting evidence.
- Who to contact and proposed assignment groups.
- Potentially responsible CIs and changes.
- Related incidents, events, and alerts.
- Investigation gaps.
- Ships inactive. Admins can activate it and configure triggers; P1 and P2 incidents are the default scope.
- Sections are omitted when the underlying data isn't available on the instance.
- Each run consumes 4 assists.
- Automatically investigates new incidents and writes a summary to the work notes:
Changed
- Create and Edit Knowledge in the AI-native fulfiller experience
- Now compatible with UI 26, so fulfillers can create and update knowledge articles without leaving the experience.
- Gemma 4 model support and Now LLM deprecation
- Gemma 4 26B-A4B is now a supported ServiceNow-hosted model, including for self-hosted deployments. It is not the default model.
- Gemma 4 replaces GPT-OSS for Guardian moderation. By default, Guardian logs only for agents and conversations and blocks for skills.
- Now LLM models Apriel and GPT-OSS are deprecated and will not receive long-term support.
- Change AI Specialist guided conversational experience
- Asks for human input only when needed, such as when mandatory fields can't be auto-populated, risk exceeds a threshold, conflicts are detected, or policy requires approval.
- Asks focused questions instead of presenting forms, and explains why input was needed.
- All interactions are captured in the change record's work notes.
Fixed
- Investigate and resolve ITSM incidents workflow
- Now runs after being duplicated to a subdomain with global scope.
- No longer ends in a Terminated state or fails with a generic error.
- The work notes tool no longer updates the wrong incident when incident numbers are duplicated.
- No longer omits information in Dutch, French, Portuguese (Brazil), Spanish, Japanese, Italian, and German with certain models.
- Instructions now reference the AI agent configured in the workflow.
- Change quality and assessment
- The Assess quality of a change request workflow no longer stalls waiting for confirmation when launched from the UI action.
- The Change Quality Assessor agent now shows display names instead of internal field names, and saves internal values to the quality score table.
- The Change Assessor workflow now validates the change record before running its tools.
- Incident classification and triage
- The Classify service and CI AI agent no longer overwrites populated Service, Service offering, or Configuration item fields.
- The Triage and Categorize workflow no longer asks the user for input unexpectedly.
- Requested Item Summarization
- Summaries now match the requested item being viewed.
- Summaries are no longer empty in Portuguese (Brazil) with Now LLM.
- Incident record experience
- The Assign button in Service Operations Workspace now generates hyperlinks.
- The Now Assist modal now respects UI policies that make Assigned to optional.
- Work notes bullet formatting no longer breaks when a field is changed and saved.
- Incident Assist options now display in Japanese when that is the user's language.
- Post Incident Report generation is faster.
- SME AI agents
- The SharePoint SME AI agent now reports a diagnosis with resolution pending when remedial action is disabled.
- The Zscaler SME AI agent's Action Engagement tool no longer fails on invalid input format.
Removed
- None
Not applicable for this application version.
- Required plugins and products:
- Now Assist for Platform (12.1.1)
- ITSM Virtual Agent Conversations (9.3.2)
- Recommended Actions for ITSM (3.3.0)
- IT Service Management AI agent collection (10.0.1)
- If using Service Operations Workspace:
- Service Operations Workspace (Zurich: 8.6.0, Australia: 9.1.1)