Brazil, Australia Patch 5, Australia Patch 4, Australia Patch 3, Australia Patch 2, Australia Patch 1
Generative AI
Prime is the top tier for organizations ready to put AI to work independently, enabling requesters to build the assistants they need and fulfillers to onboard AI Specialists that own entire jobs. AI completes work end-to-end — fully independent, making decisions, and operating with role-based expertise through custom AI Specialists, Agents, and Skills. On the requester side, Moveworks provides a conversational layer purpose-built for each team and use case, with the ability to build custom Specialized Assistants tailored to any domain and connect any enterprise system with custom plugins. On the fulfiller side, Now Assist onboards AI Specialists to the service desk that handle entire jobs from start to finish — deploying AI specialists trained on your L1 workflows and building custom AI Specialists, Agents, and Skills scoped to specific L1 roles. Prime is for organizations that want fulfillers focused only on the work that truly requires human judgment.
In addition to the Advanced SKU features,
Additional Entitled Apps:
- App Engine Starter (50)
- Continual Improvement
- DevOps Change Velocity
- Digital Portfolio Management
- Digital Product Release
- Platform Analytics Advanced for ITSM
- Predictive Intelligence
- Problem RCA (in dev)
- Audit & Compliance Automation (in dev)
- Universal Request Pro
Additional AI for Requester:
- OOTB Requestor Now Assist Voice AI Agents (voice-based incident/request creation)
Additional AI for Fulfiller:
- Autonomous Resolution: L1 SDS with SME resolver agents, DEX actions on end devices
- Problem Mgmt & RCA: Problem recommendation, root cause analysis
- Change Mgmt: DevOps change summarization & risk explanation, schedule changes & conflict resolution, failed change analysis, change risk & impact assessment, risk mitigation, change approval summary
- Shift-Left Release Lifecycle: Release notes generation, weekly release status updates, agent-to-agent DevOps integrations, code commit/work item-based change detail generation, release risk & mitigation
- Audit & Compliance: Evidence collection agent, compliance validation agents
AI Customization: Create custom AI Agents (full access to AI Agent Studio)
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:
- ITSM - Advanced
- Now Assist for Platform Prime