0
5.1.9
Australia Patch 5, Australia Patch 4, Australia Patch 3, Zurich Patch 12, Zurich Patch 11, Zurich Patch 10
Generative AI
AI Admin Center (formerly Now Assist Center) is an AI-enablement workspace that helps customers accelerate and maximize adoption of AI throughout the ServiceNow platform. It acts as a centralized hub for AI administration, solution design, and deployment consolidating the tools, guidance, and insights AI administrators and practitioners need into a single, unified experience on their instance.
- Provides a single workspace for AI administrators to activate, configure, and manage generative AI skills and agentic AI capabilities across ITSM, CSM, HR, and other ServiceNow domains.
- Delivers a conversational administration experience that enables AI administrators to configure AI settings, manage guardrail controls, and deploy AI solutions through a natural language interface, including direct navigation from chat to configuration pages without switching consoles.
- Surfaces personalized, instance-specific recommendations (CTAs) that guide admins toward high-value AI setup actions based on their unique instance state.
- Provides embedded analytics visible directly from the home page, enabling administrators to observe usage and adoption of recently activated AI solutions.
- Identifies automation opportunities by analyzing incident and case data to recommend where AI agents can drive the most impact, with a direct path to implementation and ROI surfaced per opportunity.
- Enables discovery, prioritization, and generation of AI agents directly from surfaced automation opportunities with human-in-the-loop review before any deployment.
- Delivers in-context, AI-assisted help for AI administrators, drawing on ServiceNow documentation and training resources to answer questions at the point of need.
- Provides centralized access to all relevant AI applications and settings, reducing the navigation complexity of the current multi-console experience.
- Includes a guided onboarding experience to orient new administrators and accelerate time to first AI solution deployed in production.
- Surfaces a comprehensive AI asset inventory, providing administrators with a single view of all agents, skills, agentic workflows, topics, knowledge graphs, and other AI assets across their instance, including active/inactive status for each asset type.
- Provides an AI Readiness Assessment capability that enables organizations to validate AI readiness, execute assessments on demand or on a schedule, view historical results, and interact with the assessment process conversationally.
New
Generally available
- New public API (script include) exposes automation-opportunity data globally.
New Lit.JS user experience only (selected users)
- AI readiness: Single hub for all activation-ready skills and AI agents; filter by type, metrics with change indicators, activate, expand for details, re-run assessment.
- Monitor tab: Cross-repo analytics in a new sidebar entry (Overview, Performance Explorer, Business Value widgets).
- System property registry: Browse/search/filter AI properties by domain and editability; view details; edit eligible single-value and boolean properties in-UI with audit logging (masked, multi-value excluded).
- Upgrade readiness pre-check: AI-specific impact report vs target releases — at-risk customizations, changed behaviors, deprecated features, new config options, with remediation and exports.
- AI Agent Advisor: Create/edit custom data sets, define cost profiles, new views for OOTB agents and clusters, including step pages.
- AI Search integrated into the discover flow.
- Self-healing AI agent skill support added to AI Agent Advisor.
- Automation opportunity backend wired into shared AI Readiness and Asset Inventory components for ready-to-activate.
Changed
Generally available
- Otto rebranding: all Now Assist Center references updated to AI Admin Center.
Lit.JS only (selected users)
- AI Optimization renamed to AI Readiness, with updated filters, components, and design across Health, Ready-to-Activate, Data Quality tabs.
- Ready-to-Activate table refactored with snow-list.
- Plan Upgrade adopts snow-list and August UI tweaks; category filter pills removed, sub-filter pills retained.
- Customizations tab (Upgrade Pre-Check): Action-button nav to file details, more filters, breadcrumb mapping, better consistency.
- Instance Health stream shows all inactive agents and OOTB skills ready to activate.
- Data Quality tab adds an Estimated Effort column.
- Localization standardized via aiux-services i18n.
- Accessibility verified and fixed across all pages.
- Typography tokens and rules established.
- Snow-design-system components made Horizon 2.0-compliant on Home, Agent Advisor, Opportunity Detail.
- Now Assist Admin refactored for Lit.JS/Horizon 2.0 — Model Mgmt/Versions, Experiences, Edit Model Providers, DT Languages.
- Sidebar adopts latest karuna side-nav and top header (navigation, logout, impersonate, scope-picker).
- "New version available" indicator added to the AI Readiness page.
- Agent Advisor resolution steps and modal updates for OOTB agents.
- AI Agent Advisor settings/list pages show updated timestamps, cost-profile fields, cluster mapping.
- AI Readiness Overview tab adds graph components for Health, Data Quality, Ready-to-Activate metrics.
- System Property Registry supports cross-scope edits with scope-aware, role-accurate UI.
- Upgrade Pre-Check supports async run orchestration and per-file review.
Fixed
Generally available
- NAA KAA Auth dependency removed; Skills config now uses SkillConfig instead of the REST API.
Lit.JS only (selected users)
- UI/stability: Blank-page loads, broken AI Solution page, dark theme, missing nav loaders, Otto Panel images, "Loading Now Assist…" hang.
- Navigation: Failing menu/workspace redirection and a broken Home "View All" control.
- AI Readiness/Instance Health: disabled Re-Run Assessment button, missing AI Solution count, skill-activation and rapid-action-card display issues.
- Agent Advisor/Agent-Miner/Automation Opportunity: Page-load latency, missing Activate button for inactive configs, savings-projection count error, minor list/resolution defects.
- Asset Inventory: Asset details not displaying and skill-type asset-page rendering.
- Localization: Translation gaps and 5.1 localization warnings across Lit and UI Builder.
- Access/roles: Updated nac_user access on settings sub-pages; Agent-miner role scoping.
Removed
Generally available
- Platform-app dependencies eliminated; platform apps now function independently.
Lit.JS only (selected users)
- Pre-built automation workflows no longer accessible or visible.
Now Assist Pro+ license
<or>
AI Native