0
1.1.0
Zurich Patch 1, Zurich, Yokohama Patch 1
This application conducts assessments for various Now Assist functionalities to evaluate the instance readiness for adopting generative AI and agentic AI capabilities, including AI Search, Virtual Agent, IT Service Management (ITSM), Customer Service Management (CSM), and HR Service Delivery (HRSD), and agentic AI workflows in ITSM and CSM only.
How does the Now Assist Readiness Evaluation app help?
- Automates the assessment process and detects potential impediments to deploying Now Assist capabilities
- Helps minimize potential risk by flagging issues and providing a structured approach to deploy Now Assist
- Provides estimated deployment effort to assist with project planning
- Consolidated summary of the evaluation for all Now Assist capabilities across VA, AI Search, ITSM, CSM and HRSD along with their corresponding estimated remediation efforts.
- Issue categorization providing a high-level overview of Now Assist capability readiness
- Automated instance assessment for Now Assist capabilities across VA, AI Search, ITSM, CSM and HRSD with hyperlinked asssessment records to directly access the underlying records and data points, making it easier to validate, investigate, or take action without switching contexts.
- Provides insights into the status and configuration of AI Search, such as active/inactive profiles, widget versions, and remediation efforts. It also evaluates knowledge management by assessing article counts, categories, group restrictions, and top searches or articles viewed.
- Reviews customizations in the Incident, Case and Task tables, such as fields, UI actions, and scripts. It tracks changes to fields, and monitors data completeness for key fields, and provides key metrics to improve accuracy and consistency with ITSM/CSM/HRSD processes. It also specifies the estimated remediation effort required and reports the language used in the instance.
- Checks whether Virtual Agent is live, tracks active topics and catalog items, and identifies barriers to conversational functionality. It highlights opportunities to convert non-conversational items to conversational ones and tracks automation in catalog items, along with the estimated remediation effort needed.
- Agentic AI for ITSM and CSM : Evaluates whether customizations on ITSM or CSM-related parent tables may interfere with AI Agent behavior, task execution, or decision-making. It identifies and flags high-risk customizations to help ensure seamless agent operations and stable instance performance. Each finding includes interactive hyperlinks to the impacted records, allowing users to quickly review, validate, and address potential issues without navigating away from the dashboard.
- Now Assist Readiness Evaluation dashboard for summarized visualizations and trends
- New
- Editable estimated remediation effort: Users can now view effort assumptions on a separate tab (via system property) and modify default assumptions to fit their business.
- Changed
- Improved dashboard usability with drill‑downs from the Now Assist and Agentic AI summary tabs.
- Expanded remediation effort legend across all pages, from “None” to “XXL.”
- Enhanced Agentic AI summary navigation with links to ITSM and CSM tabs.
- Fixed
- Resolved inflated estimated effort caused by irrelevant metrics.
- Reworded select questions for clarity.
- Refined customization logic to show only items affecting Now Assist BU skills implementation; “warnings” show no remediation effort.
- Optimized scheduled job performance by prioritizing the latest 10,000 records (via system property).
- Set optimal record count (50) to limit hallucinations.
- Removed
- Removed the Agentic workflow grouping/selector from the ITSM assessment to match CSM, as the assessment applies to all workflows.
- ServiceNow version is Zurich or above.
- Installing the application on the instance doesn't require any dependencies.
- For the AI Search assessment to yield results, Now Assist in AI Search needs to be enabled on the instance.
- For the Virtual Agent assessment to yield results, Now Assist in Virtual Agent needs to be enabled on the instance.