ServiceNow AI

ServiceNow AI is the set of artificial intelligence features built into the ServiceNow AI Platform. It covers Now Assist generative skills such as incident and case summaries, AI agents that plan and carry out multi-step work across departments, Virtual Agent conversational assistants, AI Search over enterprise knowledge, and AI Control Tower for governing AI assets. ServiceNow's documentation now describes the Now Assist experience as evolving into ServiceNow Otto. It suits large enterprises that already run IT service management, HR service delivery or customer service on ServiceNow and want AI that works directly on their tickets, records and workflows. ServiceNow publishes no prices. AI is sold inside product tiers. For ITSM, these are Foundation, Advanced and Prime, and the fully autonomous AI Agents for ITSM come only with Prime. On top of the tiers, a metered pool of assists is shared across instances. A single summary uses 1 assist, and an agentic workflow uses 25 to 150 assists depending on how many tool calls it makes. Advisory firms report that enhanced AI tiers often add 30 to 60 percent to the cost of a licence. The AI layer can run on ServiceNow's own models or on outside providers, either through your own Azure, Google or AWS Bedrock credentials or by connecting models ServiceNow has not certified. Recent acquisitions such as Moveworks extend its employee assistant features. The main drawbacks are cost and complexity. Spending is hard to forecast, the value depends on clean platform data and careful configuration, and the product makes little sense for organizations that do not already use ServiceNow.