Brazil, Australia Patch 5, Australia Patch 4, Australia Patch 3, Australia Patch 2, Australia Patch 1
Generative AI
Advanced moves beyond assistance into automation, designed to deflect complex requests upfront and automate what reaches the desk. AI doesn't just help — it does some of the work by understanding context, applying domain knowledge, and automating entire processes end-to-end through out-of-the-box agentic workflows. On the requester side, Moveworks handles domain-specific IT and HR requests at the point of conversation before they become tickets, deflecting nuanced requests using OOTB Specialized Assistants and guiding employees through policy-aware responses. On the fulfiller side, Now Assist starts resolving cases the moment they land so fulfillers spend less time on setup and more time closing — executing multi-step workflows autonomously using OOTB agentic workflows for IT and HR. Specialized Assistants for IT and HR are coming in H2 2026.
In addition to the Foundation SKU features,
Additional Entitled Apps:
- App Engine Starter (25)
- Major Incident Management
- On-Call Scheduling
- Change Management
- Problem Management
- Service Modeler (in dev)
- Universal Request
- Walk-up Experience
Digital Experience: 1 SU of Digital End-User Experience per 4 Fulfillers
Additional AI for Fulfiller:
- Incident & Request — simple, knowledge-based resolution & wrap-up
- Sentiment Analysis
- DEX — diagnose & alert about end device issues
- Wrap-up Incidents
- Major Incident Mgmt: email content recommendation, post-incident reviews, Twilio notification, Explain SLA
- Change Mgmt: summarize change requests, explain risk, suggest change templates, CI selection assistance, generate change request plans, assess plan quality & suggest modifications
- Service Modeler AI — accelerate business service/offerings creation
- ITSM Knowledge Graph for Fulfillers/CIs (future)
AI Customization: Edit OOTB AI Agents (edit existing instructions & tools)
New
- Incident Analyzer
- An agentic capability that automatically investigates new incidents and writes a summary to the incident work notes.
- The summary covers:
- What happened and the likely cause, with supporting evidence.
- Who to contact and proposed assignment groups.
- Potentially responsible CIs and changes.
- Related active and historical incidents, events and alerts.
- Investigation gaps.
- Ships inactive. Admins can activate it and configure trigger conditions, with P1 and P2 incidents as the default scope.
- Sections are left out when the underlying data is not available on the instance, such as Major Incident Management or event and alert tables.
- Each run consumes 4 assists.
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.
- Change quality and assessment
- In the Assess quality of a change request workflow:
- Users who launch it from the Assess quality UI action can now confirm recording the quality assessment summary. Previously the workflow kept waiting for this confirmation.
- Change policy records are now retrieved correctly, so the workflow can complete.
- The Change Quality Assessor agent now shows display names instead of internal field names in its output.
- The Change Quality Assessor agent now saves internal values instead of display values to the change quality score table.
- The Change Assessor agentic workflow now runs basic validation checks on the change record before running its agentic tools.
- In the Assess quality of a change request 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:
- ITSM - Foundation
- Now Assist for Platform Advanced