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Generative AI
The ITOM - Advanced app empowers users to harness AI-driven automation across the most demanding IT operations challenges: from service mapping and cloud discovery to certificate management, cryptographic asset compliance, and firewall task automation.
Purpose-built AI agents work autonomously in the background, eliminating manual toil and reducing operational risk with capabilities spanning LEAP Automation opportunity discovery, ACC health monitoring, and MID Guardian oversight, ITOM - Advanced transforms reactive IT ops into an intelligent, self-managing operation.
- Cryptographic Asset Compliance - ServiceNow Cryptographic Asset Compliance helps inventory, assess, and manage cryptographic assets across cloud and on-premises environments to support post-quantum cryptography (PQC) readiness and maintain security compliance. It helps organizations future-proof their cryptographic assets, like digital certificates and cloud keys, with AI-driven analytics. As quantum computing advances threaten traditional cryptographic algorithms, this application provides visibility and control for PQC migration preparation.
- AI Agents for Agent Client Collector (ACC) - Autonomously monitors ACC deployments across endpoints, ensuring agent health, version compliance, and seamless data collection without manual intervention, and provides guided troubleshooting experience.
- AI Agents for Discovery - Proactively tracks and renews digital certificates enterprise-wide, eliminating outages by auto-detecting expirations and creating firewall rules.
- AI Agents for Service Level Objective (SLO) - Use the SLO creator agent to generate SLOs for your services. The agent analyzes incidents, alerts, and outage events to automatically create SLOs, helping teams adopt SLOs faster and track service reliability.
- ITOM AI Agents for Service Mapping - Intelligently discovers application dependencies and maps services to infrastructure, autonomously resolving gaps to keep service maps accurate and business-ready.
- MID Guardian - Continuously monitors MID Server health and connectivity, providing guided troubleshooting of MID Server issues to resolve them seamlessly.
- AI Agents for AIOps - Autonomous AI agents that investigate alerts, correlate signals across your environment, and recommend or take remediation actions, reducing manual triage and accelerating resolution.
- AI Agents for Observability - Collaborate with third-party APM and observability tools to analyze service impact and prioritize investigations.
- AI Agent for Synthetic Monitoring - Simulates user transactions on HTTP endpoints to identify performance bottlenecks, help ensure up-time, and optimize user experiences.
- AI Agent Topology Mapping - Discovers, classifies, and syncs AI agents deployed in the cloud, including the AI model metadata that the agent deployed.
- LEAP (Learning Enhanced Automation Platform) - Amplifies efficiency by mining historical incident data to generate dynamic resolution steps, problem record, KBs, and playbooks. LEAP helps in faster resolution of incidents with Ansible and LEAP playbooks for automation workflows, and reducing MTTR.
- AI Agents for Health Log Analytics - Automatically parses and classifies log data to detect anomalies and surface actionable alerts, reducing noise and accelerating root-cause investigation.
- ITOM URL Discovery - Discover URLs and SaaS applications from ITOM Browser Plugin.
New
- AI Agents for Observability
- Added source-vendor tenant validation to the SRE investigate AI agent before processing alerts. Work notes are updated when a tenant mismatch prevents investigation.
- AI Agent Topology Mapping
- Discover AI resources deployed on Microsoft Foundry (new) and Microsoft Foundry Hub:
- Microsoft Foundry (new)
- Discovers AI Agents, Models, Prompts, and Tags
- Creates Product and Asset Models for each discovered item, with AICT populated
- Establishes relationships between Agent and Model
- Microsoft Foundry Hub
- Discovers AI Assistants, Prompts, Models, Hub Projects, and Tags
- Creates Product and Asset Models for each discovered item, with AICT populated
- Establishes relationships between Assistant and Model, and between Assistant and Hub Project
- Microsoft Foundry (new)
- Discover AI resources deployed on Microsoft Foundry (new) and Microsoft Foundry Hub:
- LEAP (Learning Enhanced Automation Platform)
- October 3P model support added across all LEAP skills. Gemma 4 26B A4B IT introduced as the new default NowLLM model across all seven skills. Admins can enable/configure 3P Model support.
Changed
- Cryptographic Asset Compliance
- Models have been updated to support AI insights generation for cryptographic assets.
- AI Agents for Observability
- Updated manual investigations from the AI Insights card to run regardless of alert filter conditions. Automatic investigations continue to respect configured filters.
- Improved the performance and error handling of alert metadata retrieval and alert impact summaries.
- AI Agent Topology Mapping
- Amazon Bedrock
- Version is now populated in the object ID and product instance ID fields
- Vendor is populated in AI System Digital Asset [alm_ai_system_digital_asset] and AI Prompt Digital Asset [alm_ai_prompt_digital_asset]
- Manufacturer now populates from the glide.appcreator.company.friendly_name system property instead of a hardcoded value in the AI System Component Product Model [cmdb_ai_system_component_product_model] and AI Prompt Product Model [cmdb_ai_prompt_product_model] tables
- Microsoft Foundry (classic)
- Vendor is populated in AI System Digital Asset [alm_ai_system_digital_asset] and AI Prompt Digital Asset [alm_ai_prompt_digital_asset]
- Manufacturer now populates from the glide.appcreator.company.friendly_name system property instead of a hardcoded value in the AI System Component Product Model [cmdb_ai_system_component_product_model] and AI Prompt Product Model [cmdb_ai_prompt_product_model] tables
- Amazon Bedrock
Fixed
- AI Agents for Service Level Objective (SLO)
- Improved the reliability of the SLO creator agent.
- Fixed a formatting issue with AI-generated SLO work notes.
Removed
- LEAP (Learning Enhanced Automation Platform)
- NowLLM v2 model tier retired (llm_generic_large_v2, llm_generic_large_v2-lts, llm_generic_small_v2-lts).
- Gemini large, Gemini small, and Claude Sonnet 4.5 retired Gemini-3.5-flash and Claude Sonnet 4.6 remain as replacements. Default assignments updated accordingly.
Not applicable for this application version.
- Discovery
- Certificate Inventory and Management
- Policy as Code Engine (PaCE)
- Now Assist for Platform
N/A