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Generative AI
Foundation is the entry point into ServiceNow's AI-native ITSM experience, designed to give requesters faster answers and fulfillers a head start on every case. It delivers out-of-the-box GenAI skills and AI Agents that help your team work smarter — not replace them. On the requester side, Moveworks deflects requests at the point of ask before anything reaches the service desk, surfacing answers from 25K+ indexed knowledge articles and resolving requests through natural language across Slack, Teams, and web. On the fulfiller side, Now Assist speeds up resolution from the moment a case is created — summarizing incidents so agents start with full context, and cutting triage time with AI that suggests next steps and routes work automatically. Core capabilities include summarization, pattern recognition, categorization, and task-based assistance.
Entitled Apps:
- App Engine Starter (10)
- Request Management
- Incident Mgmt. Foundation or v2 (no MIM or On-Call)
- Asset
- Cost
AI for Admin: Implementation AI Agents for instance/product setup (consumption exempt)
AI for Requester:
- AI Search
- Now Assist Virtual Agent
- External content connectors (web & internal)
- ITSM Knowledge Graph for Requester
- OOTB Requestor AI Agents (Email, Triage, Create Incident, Check Status)
AI for Fulfiller:
- Incident & Request triage, categorization, routing
- Summarize sidebar discussions, chats, incidents
- Generate chat reply & email response recommendations
- Suggested resolution steps
- Generate knowledge articles
- Email handling & routing to INC vs REQ
- Incident Assist + Recommended resolution action
- Incident resolution recommender
- Generate incident resolution notes
- Triage and Categorize ITSM Incidents
Platform AI: Now Assist for CMDB, Document Intelligence
AI Customization: Deploy OOTB AI Agents (select run triggers, knowledge source)
- New
- Incident Assist Agentic Workflow - New conversational experience for incident investigation. Incident Assist is capable of answering context-based queries by accessing multiple related tables (incident, change, problem, SLA, CI, outage) through NAP
- Generate summaries of Request Management records - Summarization skills for Requests, Requested Items, and Catalog tasks in both Core UI and Service Operations Workspace
- Activity Response Generation for Requests - Activity response generation skills for Requests and Requested Items in both Core UI and Service Operations Workspace
- Changed - Not Applicable
- Fixed - Not Applicable
- Removed - Not Applicable
- Required plugins and products:
- Now Assist for IT Service Management
- Now Assist for Platform Foundation