0
2.0.3
Australia Patch 3, Australia Patch 2, Australia Patch 1
Generative AI
Advanced moves beyond assistance into automation, designed to deflect complex requests upfront and automate what reaches the desk. AI doesn't just help — it does some of the work by understanding context, applying domain knowledge, and automating entire processes end-to-end through out-of-the-box agentic workflows. On the requester side, Moveworks handles domain-specific IT and HR requests at the point of conversation before they become tickets, deflecting nuanced requests using OOTB Specialized Assistants and guiding employees through policy-aware responses. On the fulfiller side, Now Assist starts resolving cases the moment they land so fulfillers spend less time on setup and more time closing — executing multi-step workflows autonomously using OOTB agentic workflows for IT and HR. Specialized Assistants for IT and HR are coming in H2 2026.
In addition to the Foundation SKU features,
Additional Entitled Apps:
- App Engine Starter (25)
- Major Incident Management
- On-Call Scheduling
- Change Management
- Problem Management
- Service Modeler (in dev)
- Universal Request
- Walk-up Experience
Digital Experience: 1 SU of Digital End-User Experience per 4 Fulfillers
Additional AI for Fulfiller:
- Incident & Request — simple, knowledge-based resolution & wrap-up
- Sentiment Analysis
- DEX — diagnose & alert about end device issues
- Wrap-up Incidents
- Major Incident Mgmt: email content recommendation, post-incident reviews, Twilio notification, Explain SLA
- Change Mgmt: summarize change requests, explain risk, suggest change templates, CI selection assistance, generate change request plans, assess plan quality & suggest modifications
- Service Modeler AI — accelerate business service/offerings creation
- ITSM Knowledge Graph for Fulfillers/CIs (future)
AI Customization: Edit OOTB AI Agents (edit existing instructions & tools)
- New
- The Change Quality Agent now persists quality scores in a dedicated table linked to each change record, enabling persistent reporting and downstream use. Scores include metadata such as timestamps, scoring version, and contributing factors, and are available for dashboards, audits, and risk-detection workflows across the full change lifecycle.
- The Insights and Opportunities for Incident dashboard in Service Operations Workspace aggregates incidents into trend categories with AI-generated summaries, SLA performance, sentiment, channel adoption, and geographic distribution, giving incident managers a consolidated view of incident patterns with drill-down views into individual records.
- IT administrators can now configure Change Management through an AI-native conversational agent in the Product Console, replacing complex admin navigation. The guided agent walks administrators through key settings including approvals, risk scoring, and workflows via natural language, making Change Management configuration accessible to customers with limited ServiceNow expertise.
- Changed
- The Create Incident AI Agent has been migrated from VA topic-based orchestration to a Hierarchical Agent model, resolving hallucination, functional deviation, and rendering issues on the NextWave orchestrator. The agent now runs natively on NextWave without VA dependency, delivering a consistent and reliable incident creation experience for end users.
- The Create Incident AI Agent has been evaluated and updated for compatibility with the NextWave off-glide orchestrator. All hallucination and functional deviation issues identified during GA readiness testing have been resolved, ensuring consistent and accurate incident creation behavior across both VA-based and NextWave runtime environments.
- Fixed
- An issue has been resolved where Platform skills were not appearing in the Now Assist Skills admin panel even when the ignoreFulfillerSubscriptionCheck system property was enabled. Administrators can now successfully view and activate Platform skills from the Now Assist admin interface.
- Several display and interaction issues in the Recommended Actions panel have been resolved, including a misaligned loading indicator on the search box, a non-functional full-view search icon, filter dropdowns obscured by the footer, and an incorrect hand cursor appearing on non-clickable KB article and AI action content.
- Removed
- The Suggested Steps feature has been deprecated and removed from Now Assist for ITSM. Customers previously using Suggested Steps should transition to the AIOps LEAP recommendations available through updated Now Assist for ITSM capabilities.
- Required plugins and products:
- ITSM - Foundation
- Now Assist for Platform Advanced