Brazil, Australia Patch 5, Australia Patch 4, Australia Patch 3, Australia Patch 2, Australia Patch 1
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)
Changed
- Create and Edit Knowledge in the AI-native fulfiller experience
- Create Knowledge and Edit Knowledge are now compatible with UI 26.
- Fulfillers working incidents and requests in this experience can create and update knowledge articles without leaving it.
- Gemma 4 model support and Now LLM deprecation
- Gemma 4 26B-A4B is now a supported ServiceNow-hosted model for Now Assist for ITSM skills and agents, including self-hosted deployments.
- Gemma 4 is not set as the default model.
- Gemma 4 replaces GPT-OSS for Guardian moderation. By default:
- Guardian is on in logging-only mode for agents and conversations.
- Guardian is on in blocking mode for skills.
- The Now LLM models Apriel and GPT-OSS are deprecated and will not receive long-term support.
Fixed
- Investigate and resolve ITSM incidents workflow
- The workflow now runs after being duplicated to a subdomain with global scope.
- Runs no longer end in a Terminated state.
- The workflow no longer fails with a generic error asking the user to try again later.
- The work notes tool no longer updates the wrong incident when duplicate incident numbers exist.
- Output no longer leaves information out with certain model configurations. This affected Dutch, French, Portuguese (Brazil), Spanish, Japanese, Italian, and German.
- Workflow instructions now reference the same AI agent that is configured in the workflow.
- Incident classification and triage
- The Classify service and CI AI agent no longer overwrites a populated Service, Service offering, or Configuration item field on an incident.
- This includes cases where the agent could not read the referenced record.
- The out-of-box Triage and Categorize agentic workflow no longer occasionally asks the user for input.
- The Classify service and CI AI agent no longer overwrites a populated Service, Service offering, or Configuration item field on an incident.
- Requested Item Summarization
- Summaries now match the requested item being viewed.
- Summaries are no longer empty when the session language is Portuguese (Brazil) and Now LLM is in use.
- Incident record experience
- The Assign button in the Record Information panel in Service Operations Workspace now generates hyperlinks in its output.
- The Now Assist modal now reflects the Assigned to field's mandatory state after a UI policy makes the field optional.
- Previously this blocked saving the form in Service Operations Workspace.
- Previously the mandatory state was shown inconsistently in the native UI.
- Bullet-point formatting in work notes no longer breaks when a field such as Assignment group is changed and the record is saved.
- Incident Assist agentic workflow options now display in Japanese when the user's language is set to Japanese.
- Post Incident Report generation now responds faster.
Removed
- None
Not applicable for this application version.
- Required plugins and products:
- Now Assist for IT Service Management
- Now Assist for Platform Foundation