Lab 1429 Guide
Now Assist for IT Service 
Management (ITSM)
Supercharge your ITSM workflows 
with Gen AI capabilities for Incident 
Management
Learn how to configure and demo Now Assist for IT Service 
Management (ITSM). This lab will allow you to set up and test 
drive this cutting-edge application to summarize incident 
information, generate incident resolution notes, and 
summarize chats. This can enable agents to understand the 
context of the chat and incident so that they can propose 
quicker resolutions to their requesters.
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Table of contents 
Lab instance credentials ............................................................................................................................3
Lab objectives..............................................................................................................................................3
Section 1 – Install and configuration of skills for Recommendation and Summarization...................4
Section 1.1 Enable AI Search.............................................................................................................4
Section 1.2 Tour the Now Assist Admin............................................................................................5
Section 1.3 Enable Now Assist Q&A Genius Results in global search...................................20
Section 2 – Now Assist for the Agent Persona........................................................................................22
Section 2.1 Incident Summarization using Now Assist...............................................................22
Section 2.2 Resolution Note Generation using Now Assist ......................................................27
Section 3 – Now Assist for the Employee Persona.................................................................................29
Section 3.1 Now Assist for Search ...................................................................................................29
Section 3.2 Now Assist for the Virtual Agent and Agent Chat...............................................31
Section 4 – Bonus Section – Now Assist for the Developer persona....................................................39
Section 4.1 Activate Now Assist skills for Creator........................................................................39
Section 4.2 Leverage the newly activated NOW Assist for the Developer........................41
Lab instance credentials
Field Value
Username admin
Password As provided with your lab instance
Lab objectives
You will achieve the following objectives:
• Enable Now Assist for ITSM
• Demo Now Assist for IT Service Management (ITSM)capabilities.
o Chat Summarization
o Incident Summarization
o Resolution Notes Generation
o Now Assist for search
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companies with which they are associated.
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• Understand Now Assist usage
Section 1 – Install and configuration of skills for 
Recommendation and Summarization
Section 1.1 Enable AI Search
The student lab instance is pre-configured with AI Search. To enable the AI Search Service, repair 
the machine learning settings. This additional step of resetting the machine learning settings 
applies only to this lab.
1. From the log in screen, use the following credintials.
• Username: aislab.admin
• Password: aislab.admin
Note: Due to the username matching the password, you may get a pop-up 
warning from your browser. 
2. Navigate to All > Lab Management > Repair Machine Learning Settings.
3. Select the Reset Machine Learning Settings button at the bottom of the Repair/Reset 
Machine Learning Settings page.
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Note: The reset may take up to a minute to complete. The page displays the 
following text when completed: The Machine learning settings reset.
4. Log out with the AIS user.
5. Log into the student lab instance with the admin credentials provided with the instance.
6. Navigate to All > AI Search > AI Search Status.
7. Validate that AI Search is active.
Note: The status may also say AI Search enabled. You may continue with the lab. It 
can take a few minutes to complete. 
Section 1.2 Tour the Now Assist Admin
In this section, you will open Now Assist admin and review the configuration of the Now Assist 
skills. With just a few clicks, you can start using Generative AI on the platform. 
1. Go to All > Now Assist Admin > Overview. Close the intro splash screen by clicking Get 
Started.
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Note: The lab uses Now Assist for IT Service Management, but everything we do 
mirrors what you would do for Now Assist for CSM, HR Service Delivery, Field Service 
Management, etc.
Let's review and set up the configuration for Now Assist for IT Service Management. 
2. Select the Settings tab on the top menu bar. This will bring you to the plugins section, 
where you can see a list of plugins available. 
3. Click the Installed tab and verify that Now Assist for IT Service Management is installed. 
4. Next, select Now Assist Panel on the left menu.
5. Select the Turn on Button. The select Turn on again on the following pop-up.
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6. Select Go to features and skills and close the following pop-up.
7. Now Assist skills are the Generative AI capabilities we provide out of the box. They are 
grouped based on the record they relate to, such as Chat and Incident. We will now 
walk through activating the skills.
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8. Click on View details under Chat, then click on the Activate Skill button.
9. Walk through each step as listed below:
a. At Define trigger, leave all the triggers for the skills active and click Save and 
Continue.
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b. At Select display, click Display for both In-product and Now Assist panel and then 
select Save and Continue.
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c. At Review and activate, select Activate.
d. Chat Summarization skills are now active. Click on Return to Chat.
Note: The chat summarization skill is triggered when an employee is in Virtual Agent (VA) 
and asks to transfer to a live agent (a human). The Chat Summarization skill will 
summarize the employee’s conversation with the VA into bullet points so the agent can 
quickly pick up where the VA left off. It can also be used when a chat has been 
transferred between agents, allowing them to understand the context of the 
conversation quickly.
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10. Return to the Technology section from the left menu and complete the following steps to 
activate the Incident-related skills.
11. Under the header labeled Incident, there are two skills: Incident summarization and 
Resolution notes generation. Select the View details button.
12. Select Activate skill under Resolution notes generation.
a. The Choose input data screen will appear. Select Save and continue. 
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b. In Select display, there are options to display In-product and in the Now Assist 
panel. Toggle Display for In-product and for Now Assist panel. Select the dropdown and note the ability to update who can access resolution notes from the 
Now Assist panel. Select Save and continue.
c. In Review and activate, review the details and select Activate.
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d. Select Return to Incident.
13. Repeat the steps above for Incident Summarization configuration.
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Next, we will configure Now Assist in Virtual Agent (VA).
1. Select Platform from the left menu, and under Virtual Agent, select View Details.
2. Click Turn on under Now Assist Q&A Genius Results.
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3. Now Assist Q&A Genuis Results is now active. Select Back to Skills.
4. Repeat the above steps to Turn on the Now Assist Multi-Turn Catalog Ordering and Now 
Assist Topics.
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5. Select Set up Now Assist in Virtual Agent, located above the active skills section. This will 
open a new tab.
6. In the Now Assist skills section, you can review the status of all your VA skills. Select Save 
and continue. 
7. The Information sources section uses information sources that will inform how Now Assist skills 
work in your Virtual Agent. Select Save and continue.
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8. The Branding section will let you decide how your Virtual Agent should look by using default 
branding or creating new branding in the Conversational Interface console. Select Save and 
continue.
9. The Chat experience section will allow you to manage the greeting, closing, and fallback 
messages to enhance the end-user experience. Select Save and continue.
10. In the Display location section, select the Employee Center. This will replace Virtual Agent 
with the Employee Center portal’s new Now Assist in VA. Select Save and continue.
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11. Scroll through the Review section to see additional configuration details. Select Test your 
Virtual Agent (it will open in a new window) and type in ‘How can I update my Mac?’. 
Verify you get an answer generated by Now Assist. Close the test window. 
12. Select Turn on. Then confirm on the pop-up.
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13. Review the Conversational Interfaces home page. Here, you can set up, monitor, and 
manage how your bot and live agents support your users through chat.
14. Close out of the tab to return to Now Assist Admin.
15. Let’s review what is turned on. Go to the top menu bar of Now Assist admin and select 
Settings, then Now Assist Panel. Here, you can turn on and off the Now Assist panel. 
a. Let’s open the Now Assist panel by selecting the sparkle icon in the upper menu 
bar of the screen. 
b. Review the greeting message, then select the sparkle icon again to close the 
panel. 
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16. To understand the Data Sharing Experience, select Account in the sidebar on the left. The 
essential feature on this screen is the ability to opt out of data sharing. There is a link to
documentation that explains the scope required to enable the opt-out data button. 
17. Data sharing and security may be a concern if you work in a highly regulated industry 
(i.e., financial services, healthcare, government). You can share your data with us to 
improve the Now LLM so it works better for you. We only use the prompt-generated
response to improve the Now LLM (see image below). We run the data through a 
sophisticated data cleansing process to remove sensitive PII information from the data 
you share with us. You can choose to opt out at any time.
Section 1.3 Enable Now Assist Q&A Genius Results in global search.
1. Navigate to All > AI Search > Search Experience > Search Profiles.
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2. Open the ESC Portal Default Search Profile record by selecting it from the list.
3. In the Genius Results related list, select Link Existing.
4. On the Search Profile – Genius Result Mapping form, perform these steps:
a. Populate the Genius Result Configuration field with reference to the Now 
Assist Q&A record using the Lookup list icon ( ).
b. Set the evaluation order for the Now Assist Q&A Genius Result configuration by 
entering an integer value of 1 in the Order field.
For more details on the evaluation order for Genius Results, see Set the evaluation 
order for Genius Result configurations in a search profile.
c. Select Submit.
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d. Select Publish in the top right of the search profile.
Section 2 – Now Assist for the Agent Persona
In Section 1, we learned how Now Assist can be enabled. In Section 2, we will learn how Now 
Assist will help an agent close an issue faster by reducing the time needed to understand a 
case, propose a solution, and look through the work notes to generate a resolution.
Section 2.1 Incident Summarization using Now Assist
1. Select the Workspaces tab from the top banner and select Service Operations 
Workspace. Close the pop-up. Service Operations Workspace provides a consolidated 
view of managing the life cycle of task records, such as incidents, requests, and walkups, in IT Service Management workflows. 
2. Select the List icon from the left menu, and then under Incidents, select all to get a list of 
incidents.
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3. Select the filter panel icon bbutton on the upper right side.
4. Select the Advanced view button on the bottom and then fill out the conditional filter to 
find the incidents where a short description contains "Blocked: Cannot print my 
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documents." Select Update to run the query.
5. Select the incident link. Your incident number may be different from the one shown.
6. Review the incident and then select the Summarize button to use Generative AI to 
summarize the incident.
7. The summarization skill analyzes the short description, description, and work notes to
generate an issue and key actions taken. As an agent, this is extremely helpful if there 
are multiple updates to the work notes and the text is dense; when a ticket is reassigned 
to the agent, they don't have to spend 15 minutes reading all the work notes. Instead,
they can read the Now Assist summarization in a minute.
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Note: Your incident summarization may look different than the one shown. 
8. Notice the different icons on the bottom of the summarization. The thumbs up/down are 
used to send feedback during re-training of the Now LLM (only if the customer has opted 
in for Data Sharing). You can also copy the generation to a clipboard and regenerate 
the summary if needed.
9. Let's add the generated summary to our work notes by selecting the Share to work notes 
button.
Edit the summary by adding a bulleted item like the one below and then select Save to
work notes. If you have opted in for data sharing, then the edits to the generated 
response are also sent to the Now LLM for fine-tuning.
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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective 
companies with which they are associated.
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10. Expand the work note activity stream to see that your edits were copied.
Section 2.2 Resolution Note Generation using Now Assist
1. In the upper right side of the screen, select the Resolve button to generate resolution 
notes.
2. Now Assist looks through all the work notes of the current ticket and generates the 
potential resolution. Perform the following tasks:
a. Select a Resolution code from the drop-down.
b. Edit the resolution note (see example below).
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c. Select the Resolve button to save it to the ticket.
3. Select the Details tab of the Incident. Scroll down and notice that the resolution was 
copied, and the state of the ticket went from new to resolved.
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4. Before leaving, let's make our agent available to chat. Select the Inbox icon on the left 
side banner.
5. Select Available from the status drop-down.
Section 3 – Now Assist for the Employee Persona
In Section 3, you will learn how Now Assist enhances AI Search and changes how companies use 
chatbots.
Section 3.1 Now Assist for Search
1. Open an Incognito or Private browser Window.
2. Copy and paste the instance URL into the incognito window and log in with the same 
credintials used for this lab. 
3. In the incognito window, go to All > Self Service > Employee Center. This will open a new 
tab.
4. Select the profile picture in the upper right-hand corner and impersonate -Abel Tuter.
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5. The window will reload.
6. Type "What is spam?" in the search box and press enter on your keyboard or select the
magnify glass icon.
7. Notice the "Answer generated by Now Assist" result. Now Assist uses AI Search to pull the 
top-ranked knowledge article and then sends it to Now LLM to generate an answer to
the original question. This is a huge time saver as employees only need to read part of 
the knowledge article; we use Now LLM to provide a succinct answer. Notice the 
feedback option in the bottom right. When you click the thumbs up and down, this sends 
feedback to the Now LLM if the customer has not opted out of participating in data 
sharing.
8. Go ahead and try a few other searches:
a. Where can I obtain updates and new releases for Mac OS X?
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b. How do I quit an application that isn't responding in Mac OS X?
c. How do I set up Automatic Replies (Out of Office)?
Section 3.2 Now Assist for the Virtual Agent and Agent Chat
Before we test out Now Assist for Virtual Agent- A quick history lesson: All chatbots – including 
ServiceNow's Virtual Agent – require some development. VA provides out-of-the-box
conversations to reduce that development, but customers still must use developers to modify 
those out-of-the-box conversations. Generative AI changed all that. If a user's request could be 
answered by a knowledge article or a catalog item (in many cases, up to 70% of 
incidents/cases fall into this category), then Now Assist in VA would dynamically generate the 
conversation – no development needed.
1. While still in the incognito window and impersonating Abel, select the Now Assist in VA 
icon on the lower right.
2. Type "Order a replacement laptop" into the Reply box at the bottom and press enter on 
your keyboard.
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3. Select Get started.
4. Now assist in VA looks at the catalog item form and dynamically generates a 
conversation from the mandatory inputs (variables) needed to request the catalog item.
This is the magic of LLM. Before, the catalog form would appear as a pop-up, or you 
would manually build a conversation to ask for the required information.
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5. Type "AMS" when prompted to input your region and press enter.
6. In the options, select Make Changes.
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7. Type "My region is EMEA, and my laptop is not working." And then press enter. Notice the 
change.
8. Select Submit. Then select No on adding attachments.
9. Notice that you now have a requested item submitted on your behalf. 
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10. Select + in the upper right corner to start a new conversation.
11. Type "I might have been a victim of phishing” and press enter. You will get a summarized 
KB article generated by Now Assist.
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12. Select Show more results.
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13. Select the verticle ellipsis and choose Contact Live Agent.
14. You will now begin waiting for an Agent to connect.
15. Now Go back to the Agent window where you set the Inbox to "Available”.
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16. You will see an incoming chat.
17. Select the Accept button to connect. You will immediately see NOW Assist for Virtual 
Agent, which has summarized the chat for the agent.
18. It is optional to continue chatting repeatedly or hit " / " in the chat to see Agent chat 
options.
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19. Congratulations, you've finished this lab section. You may now close the incognito or 
private window. 
Section 4 – Bonus Section – Now Assist for the Developer
persona
This section will examine how Now Assist for Creator provides power tools for developers to 
support ITSM.
Section 4.1 Activate Now Assist skills for Creator
1. Go to All > Now Assist Admin > Overview.
2. Select the Now Assist Features tab and then click on Creator from the left menu.
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3. Click View Details under Flow Assist
4. Click Turn On under Flow Generation
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5. Flow generation is now activated. Click Return to Flow Assist.
6. Follow the same steps to turn on Now Assist Recommendations.
Section 4.2 Leverage the newly activated NOW Assist for the Developer
1. Navigate to All > User Administration > Users.
2. Search for admin under User ID and open the Admin user.
3. Assign the role now.assist.creator to the user. Select Save.
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companies with which they are associated.
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4. Log out, then log back in to allow for the new role to take effect.
5. Go to All > Process Automation > Flow Designer. This will open a new tab. You can dismiss 
the pop-up. ServiceNow platform uses workflows to orchestrate process steps and 
integrate them into systems; Flow Designer is used to build out those workflows.
© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered 
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective 
companies with which they are associated.
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6. On the far right, select the New drop-down and select Flow.
7. Name your flow “Assign new problems for triage daily “and type " Create a flow that runs 
every day at midnight, and then find all the newly created problem records for the past 
day. If they are not assigned, assign the problem to level 1 triage group, move the state 
to "triaged," and then notify the group." Then select Build flow with Now Assist. 
8. Take a closer look at the flow generated by clicking any steps.
© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered 
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective 
companies with which they are associated.
44
Note: To finish this flow and check for accuracy, outside of this lab, review the flow 
outline.
- Replace any placeholder steps with actual actions or subflows.
- Configure the inputs of each action, flow logic, and subflow to use appropriate 
data.
- Test the flow before activating it.
9. Close the flow designer tab to get back to your instance.
10. Go to All > System Definition > Script Includes. A script is a reusable server-side script that 
provides logic to define a function or class.
11. Select New in the upper right-hand corner. Watch the tutorial video on the pop-up
screen, or see our docs for more information.
12. Under Script, copy the following comment onto line 1:
© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered 
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective 
companies with which they are associated.
45
//update all incidents with priority low to priority medium
13. Trigger the AI shortcut by holding Cmd + Return (Mac) or Control + Enter (Windows) on 
the keyboard. All keyboard shortcuts can be found by selecting the Help icon or using 
Cmd-H. 
14. Note the suggested code generated by the AI.
Congratulations! You have completed this lab.