Getting Ready for Now Assist: Your Guide to ServiceNow AI Readiness

1

Knowledge Base Content

Your knowledge base is ground zero for generative AI. If the content isn’t current, relevant, or structured, your AI outcomes will suffer. We guide organizations through consolidating fragmented knowledge into a centralized, well-managed repository. Our approach empowers content creators and owners through effective governance and improves the workflows used to validate, update, and retire content. We also help establish sustainable contribution and feedback loops, and ensure content visibility is aligned with audience needs and access controls.

2

Conversational Catalog Items

Now Assist relies on catalog items that include the appropriate variable types to enable conversational functionality. We begin by auditing your existing catalog to identify which items are AI-ready and which are not. Based on this analysis, we build a clear roadmap to address compatibility issues. From there, we introduce repeatable, scalable processes for creating and managing catalog items that can evolve with your AI strategy.

3

Data Quality: Incidents and Cases

As with any AI system, poor input yields poor output. The quality of your incident and case data will have a direct impact on the effectiveness of Now Assist. Our team begins with a comprehensive assessment of your data health, followed by low-effort, high-impact solutions to address common configuration issues. We then design a phased strategy to help you gradually improve your data foundation without overwhelming your resources.

4

AI Search

AI Search has been part of the ServiceNow ecosystem since 2021, but it becomes critical with Now Assist. Whether you’ve never enabled AI Search or it needs optimization, we provide full support. This includes initial activation and configuration, followed by fine-tuning to suit your business context. We also work on content source optimization to ensure relevance and boost overall performance.

5

Security & Trust

For organizations in regulated industries or public sectors, security isn’t just important—it’s essential. We facilitate direct collaboration with your internal security stakeholders and provide documentation that has been vetted for compliance. Our experience enables us to help you navigate even the most complex approval workflows, ensuring your AI deployment proceeds smoothly and securely.

6

AI Administration

AI capabilities require dedicated, knowledgeable administrators—roles that may not align with your current sysadmin structure. We help identify the right people within your organization who are best suited to own and manage AI systems. We also provide them with specialized training tailored to their responsibilities, and we can offer continued support if your internal capacity is limited or still ramping up.

7

Instance Family Release

To fully unlock the AI capabilities of Now Assist, your ServiceNow environment may require an upgrade. We begin by assessing your current instance family and evaluating how well it aligns with your AI roadmap. If needed, we help plan or accelerate an upgrade path and provide services tailored to your environment, ensuring a smooth and timely transition.

8

Customizations

Legacy customizations can prevent the successful implementation of AI features. We perform a thorough evaluation of your environment to identify customizations that may interfere with Now Assist. From there, we recommend best-practice alternatives that retain functionality without blocking AI capabilities. We also identify where custom Now Assist skills can be developed and deployed to support advanced use cases.

9

Virtual Agent Readiness

Now Assist introduces a new generation of LLM-based Virtual Agent capabilities. Whether you’ve worked with the previous NLU-driven version or not, we help you align your existing portals and user interactions. Our team supports the migration and testing of existing topics and prepares your environment to launch modern, intelligent virtual agent services effectively.