ServiceNow AI Skills, AI Agents & AI Workflows: The Complete Guide (2025–2026)

By the numbers (Q1 2026):

• 300+ individual AI Skills
• 30+ product modules covered
• 5+ autonomous AI Agent frameworks
• 6 code-assist workflows for developers
• 6 knowledge management automation skills

Table of Contents

1. Why ServiceNow AI Skills Matter
2. ServiceNow AI Skills by Module — Full Catalog
3. ServiceNow AI Agents — Autonomous Process Execution
4. ServiceNow AI Workflows — End-to-End Automation
5. Now Assist Platform Skills — Cross-Cutting Capabilities
6. How to Adopt ServiceNow AI Skills — A Phased Approach
7. Frequently Asked Questions

What Are ServiceNow AI Skills, AI Agents, and AI Workflows?

ServiceNow has fundamentally shifted how enterprises automate work by embedding artificial intelligence directly into its platform through three interconnected concepts: AI Skills, AI Agents, and AI Workflows.

• AI Skills are discrete, reusable AI capabilities — such as summarizing an incident, extracting data from an invoice, or recommending a resolution — that can be invoked individually or composed together.
• AI Agents are autonomous, goal-oriented entities that orchestrate multiple AI Skills to investigate, decide, and act across complex processes without human intervention.
• AI Workflows are the end-to-end automated processes that chain AI Skills and Agents into business outcomes — from alert triage through to resolution, from employee request through to fulfilment.

Together, they form the Now Assist ecosystem: ServiceNow’s GenAI-powered layer that spans every major product line on the platform. Refer to the official AI Agent resource for more details and updates.

Why ServiceNow AI Skills Matter

Organizations adopting ServiceNow AI Skills gain measurable advantages:

• Faster resolution times — AI-generated resolution notes and incident summaries reduce mean time to resolve (MTTR) by eliminating manual documentation overhead.
• Consistent quality — Sentiment analysis, quality assessments, and AI-driven triage remove variability from human-dependent classification.
• Scalable expertise — Knowledge gap detection and KB generation skills ensure institutional knowledge grows automatically, not just when someone remembers to write an article.
• Reduced agent effort — Chat reply recommendations, email drafts, and sidebar summarizations let agents focus on judgement, not typing.

The current ServiceNow AI Skills catalog spans over 300 individual skills across more than 30 product modules — far beyond what most organizations realize is available out of the box.

Read our blog article about AI Skills and how to build your first AI Agent.

ServiceNow AI Skills by Module — Full Catalog

ServiceNow IT Service Management (ITSM)

ITSM is where ServiceNow’s AI investment is deepest. These skills address the full incident and change lifecycle.

Skill	What It Does
Incident Summarization	Generates a concise summary of incident records including work notes, comments, and resolution context
Incident Assist	Provides real-time guidance to agents working incidents, surfacing relevant knowledge and similar records
Incident Activity Response	Drafts contextual responses to incident activities such as comments and work notes
Incident Sentiment Analysis	Detects caller sentiment to flag escalation risk and prioritize agent attention
Resolution Notes Generation	Auto-generates structured resolution notes from the incident work history
Chat Reply Recommendation	Suggests next-best replies during live chat support sessions
Chat Summarization	Produces a summary of chat transcripts for record documentation
Email Recommendation	Drafts email responses based on incident context and communication history
Sidebar Discussion Summarization	Summarizes threaded sidebar conversations attached to records
KB Generation	Automatically drafts knowledge articles from resolved incident patterns
Change Request Risk Explanation	Provides AI-generated risk narratives for change requests to support CAB review
Change Request Summarization	Condenses change request details into executive-readable summaries
Major Incident Email Content	Generates communication drafts for major incident notifications
Suggested Steps Generation	Recommends procedural next steps based on incident category and history

ServiceNow IT Operations Management (ITOM) & AIOps

ServiceNow AI Agents for ITOM are among the most autonomous on the platform — designed to triage, correlate, and act on operational alerts with minimal human input.

Skill / Agent	What It Does
Alert Analysis	Investigates alert context, related CIs, and historical patterns
Alert Impact Analysis	Determines the business impact of an alert by mapping affected services
Alert Investigation	Autonomously triages alerts using AI-driven correlation
Triage and Investigate Alerts	End-to-end alert triage agent combining multiple investigation skills
Related Changes Analysis	Identifies recent changes that may have caused an alert or incident
KB Summarization Skill	Surfaces and summarizes relevant knowledge for alert context
Alert Assist	Combines alert triage with recommended remediation actions
LEAP (AIOps)	A full agent framework — action mapping, grouping, topic detection, hierarchical point-of-view analysis, and outcome enhancement for operational events

Observability Skills extend AI Agents into third-party monitoring tools:

• Datadog Observability Skill
• Dynatrace Observability Skill
• Gemini Cloud Assistant Observability Skill
• Kentik Observability Skill
• New Relic Observability Skill

These skills allow ServiceNow AI Agents to pull context directly from observability platforms during investigation — eliminating the need for agents to context-switch between tools.

If you are not sure about the actual value and outcomes of using AI in your organisation, you can check our GenAI Assessment tool. We are happy to assist with your AI discovery.

ServiceNow Customer Service Management (CSM/CRM)

CSM AI Skills focus on reducing agent handle time, improving response quality, and automating case documentation.

Skill	What It Does
Case Summarization	Generates concise case summaries for handoffs and escalations
Chat Recommendation	Suggests contextual responses during customer chat interactions
Chat Summarization	Documents chat sessions automatically on the case record
Email Recommendation	Drafts customer-facing email responses
Sentiment Analysis (Case)	Detects customer sentiment to flag at-risk cases
Sentiment by Channel Insight	Analyzes sentiment trends across support channels
Sentiment Escalation Insight	Identifies sentiment-driven escalation patterns
Sentiment Progression Insight	Tracks how sentiment changes throughout a case lifecycle
Service Recommendation	Suggests relevant services based on customer interaction history
Resolution Notes Generation	Auto-generates case resolution documentation
KB Generation	Creates knowledge articles from resolved case patterns
Sidebar Summarization	Summarizes agent-to-agent sidebar discussions
Suggested Steps Generation	Recommends next-best actions for case resolution
Top Drivers (Positive/Negative) Insights	Identifies the primary factors driving customer satisfaction or dissatisfaction
Trending Topics by Field	Surfaces emerging case themes for proactive management
Activity Response Generation	Drafts responses to case activities and updates
Negative Assignment Group Insight	Flags assignment patterns correlated with poor outcomes

CSM also includes a dedicated AI Agent collection — the ServiceNow CSM Agent — that composes these skills into autonomous customer service workflows.

Check further ITSM, ITOM, and CSM use cases as well as the 2026 outlook.

ServiceNow HR Service Delivery (HRSD)

HR AI Skills reduce the administrative burden on HR agents and improve the employee experience.

Skill	What It Does
Case Summarization	Summarizes HR cases for review and escalation
Chat Reply Recommendation	Suggests responses during employee chat interactions
Chat Summarization	Auto-documents HR chat sessions
Email Recommendation	Drafts HR-appropriate email responses
ER Case Summarization	Summarizes Employee Relations cases with sensitivity-aware language
Interview Note Skill Relevance	Assesses relevance and completeness of interview documentation
Job Description Skill Relevance	Evaluates job descriptions for completeness and bias indicators
KB Generation	Generates HR knowledge articles from resolved case patterns
Persona Assistant	Provides role-aware guidance to HR agents based on case context
Resolution Notes Generation	Auto-generates HR case resolution documentation
Resume Skill Extraction	Extracts structured data from candidate resumes
Sentiment Analysis (HR Case)	Detects employee sentiment in HR interactions
Sentiment Analysis (HR Task)	Analyzes sentiment in HR task-related communications
Sidebar Discussion Summarization	Summarizes internal HR discussions
Skill Keyword Extractor	Identifies key skills and competencies from text

ServiceNow Governance, Risk & Compliance (GRC)

GRC AI Skills address the documentation-heavy, analysis-intensive nature of risk and compliance work.

Skill	What It Does
Issue Summarization	Generates executive summaries of GRC issues
Issue Action Plan Generation	Recommends remediation action plans for identified issues
Issue Validator	Assesses the validity and completeness of reported issues
Control Objective Creation	Drafts common control objectives from regulatory requirements
Control Objective Details Updater	Enriches existing control objectives with additional context
Control Objective Impact Analyzer	Assesses the downstream impact of control objective changes
Risk Assessment Summarization	Summarizes risk assessment findings for review
Risk Event Summarization	Generates narratives for risk events
Suggest Risks (LLM-based)	Recommends potential risks based on contextual analysis
Similar Regulatory Alerts	Identifies related regulatory alerts for cross-reference
Regulatory Alert Summarization	Summarizes regulatory alerts and their implications
Regulatory Alert — Impacted Citations/Controls/Policies	Maps regulatory changes to affected organizational artifacts
Create Regulatory Change Task Plan	Generates task plans for responding to regulatory changes
GRC Category Enrichment	Enhances GRC categorization with AI-driven classification

ServiceNow Security Operations (SecOps)

Skill	What It Does
Security Incident Summarization	Summarizes security incidents for SOC review
Security Incident Recommended Actions	Suggests response actions for security events
Security Operations Metrics Analysis	Analyzes SecOps performance metrics and trends
Common Security Incident Quality Assessment	Evaluates the quality and completeness of security incident records
Vulnerable Item Deduplication	Identifies and consolidates duplicate vulnerability records

ServiceNow Field Service Management (FSM)

Skill	What It Does
KB Generation	Creates field service knowledge from resolved work orders
Sidebar Summarization	Summarizes dispatcher-to-technician communications
Work Order Task Summarization	Generates concise task summaries for field technicians

ServiceNow Accounts Payable Operations (APO)

Skill	What It Does
Invoice Case Summarization	Summarizes invoice dispute and inquiry cases
Invoice Data Extraction	Extracts structured data from invoice documents
Invoice Inquiry Solution Generator	Recommends resolutions for invoice inquiries
Purchase Order Line Mapping	Maps invoice line items to purchase order records
Relevant Invoice Finder	Identifies related invoices for cross-reference

ServiceNow Sourcing & Procurement Operations (SPO)

Skill	What It Does
Negotiation Summarization	Summarizes procurement negotiation sessions
Procurement Case Summarization	Generates case summaries for procurement issues
Purchase Order Summarization	Condenses purchase order details
Purchase Requisition Summarization	Summarizes purchase requisition context
Sourcing Event Summarization	Documents sourcing event outcomes
Sourcing Request Summarization	Summarizes sourcing requests for review
Supplier Recommendation	Recommends suppliers based on criteria and history
Supplier Summarization	Generates supplier profile summaries

ServiceNow Strategic Portfolio Management (SPM)

Skill	What It Does
Acceptance Criteria Generation	Drafts acceptance criteria for agile stories and features
Agile Story Generation	Generates user stories from requirements or descriptions
EAP Document Summarization	Summarizes Enterprise Architecture Planning documents
Feedback Summarization	Condenses stakeholder feedback for planning review
Multi Feedback Summarization	Aggregates and synthesizes feedback from multiple sources
Planning Item Document Summarization	Summarizes planning artifacts
Project Document Summarization	Generates project document summaries
Project Insights Generation	Produces AI-driven project health insights

ServiceNow Employee Experience & Collaborative Work Management

Skill	What It Does
Case Summarization for Approvals	Summarizes approval context for employee experience requests
Request Summarization for Approvals	Condenses request details for approver review
Requested Item Summarization	Summarizes catalog request items
Acceptance Criteria Generation (CWM)	Drafts acceptance criteria for collaborative work items
CWM Document Generation & Insights	Generates documents and extracts insights for work management
CWM Tasks Generation	Creates task breakdowns from work management objectives
Journey Designer	Designs employee experience journeys
Journey Generation for Managers	Creates manager-specific journey content
Journey Summarization for Managers	Summarizes journey progress and outcomes
Knowledge Transfer Document Grouper	Organizes knowledge transfer materials

ServiceNow Legal Service Delivery

Skill	What It Does
Legal Request Categorization	Classifies incoming legal requests by type
Legal Matter Summarization	Summarizes legal matter records
Legal Request Summarization	Generates concise legal request summaries
Triage Legal Request	Routes and prioritizes legal requests using AI classification

ServiceNow Environmental, Social & Governance (ESG)

Skill	What It Does
Consumption Report Summarization	Summarizes ESG consumption and sustainability reports
Outcome Summarization	Generates narratives for ESG outcome tracking

ServiceNow Telecommunications (Sales & Order Management)

Skill	What It Does
Order Action Strategy	Recommends actions for telecommunications order processing
Order Line Item Topics/Strategy	Analyzes and groups order line items for efficient processing
Order Grouping	Clusters related orders for batch processing

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ServiceNow AI Agents — Autonomous Process Execution

While individual AI Skills handle discrete tasks, ServiceNow AI Agents combine multiple skills into autonomous workflows that investigate, decide, and act. Here are the key agent frameworks available on the platform:

Platform-Level AI Agents

Agent	Domain	What It Does
Problem Investigator	ITSM	Investigates problem records by analyzing related incidents, changes, and CI data to identify root cause patterns
Build Agent	App Engine	Assists in application creation by generating table structures, forms, and logic from natural-language descriptions
ATF Troubleshooting Agent	Platform	Diagnoses and resolves Automated Test Framework failures
Survey Filler Answer Suggestion	Platform	Recommends survey responses based on contextual analysis
Survey Intelligence	Platform	Analyzes survey data to surface actionable insights

AIOps AI Agents

Agent	What It Does
LEAP Agent Framework	Full autonomous operational event management — maps actions, groups alerts, identifies topics, generates points of view, and enhances outcomes
Alert Assist	Combines alert correlation, impact analysis, and KB retrieval into an automated triage workflow
Observability Agents (Datadog, Dynatrace, New Relic, Kentik, Gemini)	Pull monitoring context into ServiceNow for AI-driven analysis

Domain-Specific AI Agents

Agent	Domain
CSM AI Agent Collection	Customer Service — autonomous case handling, answer generation, field discovery
HRSD AI Agent Collection	HR Service Delivery — case routing, sentiment-aware responses, knowledge generation
Workplace Insights Agent	Workplace Service Delivery — facility and workplace intelligence
TMT AI Agent Collection	Telecommunications — order management and service workflows

Group-Action Framework (GAF)

The Group-Action Framework is ServiceNow’s composable agent architecture that powers multi-step reasoning across domains. It provides a consistent pattern — action mapping, action reduction, action strategy, and grouping — applied to:

• ITSM (incident triage and resolution)
• CSM (case investigation and response)
• HRSD (HR case routing and resolution)
• Trending Topics detection across all three domains

GAF is the engine behind many of the “suggested steps” and “recommended actions” experiences in the platform.

ServiceNow AI Workflows — End-to-End Automation

AI Workflows are where Skills and Agents combine into business outcomes. Key workflow categories include:

Flow Generation & Orchestration

• Flow Generation — Now Assist generates Flow Designer flows from natural-language descriptions, including image-based flow generation where users can sketch a process and have AI convert it to a working flow.
• Flow Summarization — Produces human-readable summaries of complex flows for documentation and review.
• Spoke Generation — AI-assisted creation of IntegrationHub spokes, reducing custom integration development time.
• Playbook Generation — Generates process automation playbooks from descriptions or existing patterns.
• Playbook Recommendation — Suggests relevant playbooks based on record context.

Creator / Code-Assist Workflows

• Code Assist AutoComplete — AI-powered code completion in the ServiceNow IDE.
• Code Assist Edit — Suggests edits to existing scripts based on intent.
• Code Assist Generation — Generates new scripts from natural-language prompts.
• Code Assist Summarization — Documents existing code with AI-generated summaries.
• Intelligent Code Recommendations — Context-aware suggestions during development.
• Code Fix — Identifies and suggests fixes for code issues.

Knowledge Management Workflows

• Knowledge Gap Identification — Detects topics where knowledge articles are missing or insufficient.
• Knowledge Gap Grouping — Clusters related knowledge gaps for prioritized authoring.
• Knowledge Gap Action — Recommends specific actions to close knowledge gaps.
• Knowledge Gap Topic Detection — Surfaces trending topics that lack KB coverage.
• Knowledge Duplicates Detection — Identifies redundant knowledge articles for consolidation.
• KB Generation — End-to-end creation of knowledge articles from resolved records.

Document Intelligence Workflows

• Document Extraction — Extracts structured data from uploaded documents using AI.
• Extract Information from Documents — Processes documents to populate ServiceNow records.
• Multimodal Chat — Enables document-aware conversations where AI can reference uploaded files.
• Smart Documents — AI-enhanced document management within Document Management.
• Document Intelligence for Utility Invoices — Specialized extraction for utility billing documents.

Analytics & Insights Workflows

• Data Visualization Generation — Creates charts and dashboards from natural-language requests.
• Analytics Follow-Up Generation — Suggests next analytical questions based on current insights.
• Analytics Insight Generation — Surfaces hidden patterns in data.
• Analytics Query Generation — Converts natural-language questions into platform queries.
• AI Filter Assist — Helps users build list filters using conversational input.

Now Assist Platform Skills — Cross-Cutting Capabilities

Several AI Skills operate across all modules as platform-level capabilities:

Skill	What It Does
Now Assist Context Menu	Provides AI actions directly from record context menus
Now Assist Q&A	Conversational question-answering powered by RAG (Retrieval-Augmented Generation)
Now Assist Multi-Turn Catalog Ordering	Guides users through catalog requests via multi-turn conversation
Now Assist Topics	Manages and generates Virtual Agent conversation topics
AI Search RAG	Powers AI-augmented search with retrieval and generation
RAG Query Rewrite	Reformulates search queries for better retrieval accuracy
Navigation	AI-assisted platform navigation
Now Assist Recommendations	Context-aware recommendations across modules
Now Assist Data Kit	Data preparation and enrichment tools for AI model training
Custom App Record Summarization	Summarizes records from any custom scoped application
Column Description Generator	Auto-generates column descriptions for data governance
Complete Record Generation	Generates complete record drafts from partial input
New Column Data Generation	Populates new columns with AI-generated data

Virtual Agent AI Skills

Skill	What It Does
Chat Summarization for Virtual Agent	Summarizes VA conversations for agent handoff
Now Assist Multi-Turn Conversations	Enables complex, multi-step VA interactions
Voice Assist for Documents	Voice-enabled document interaction
AI Voice Agents	Voice-based autonomous agent interactions
Voice Input (VTT)	Voice-to-text transcription for ServiceNow inputs
Chat Topic Classifier	Classifies incoming chat topics for routing
Conversation Evaluator (Coherence, Conciseness, Context Retention, Intent Accuracy, Truthfulness)	Quality assessment framework for VA conversations

Builder & Admin AI Skills

Skill	What It Does
App Generation	Generates scoped applications from descriptions
App Summary Generation	Documents applications with AI-generated summaries
Table Summary Generation	Creates documentation for table structures
Catalog Item Generation	Builds catalog items from natural-language input
UI Generation	Generates UI components and layouts
Client Script Summarization	Documents client scripts with AI summaries
Data Binding Generation	Creates data bindings for UI components
Event Handler Generation	Generates event handlers from descriptions
Experience Generation	Creates portal and workspace experiences
Test Generation (Text2Test)	Generates ATF tests from natural-language descriptions
Mobile Card Generation	Creates mobile interface cards

How to Adopt ServiceNow AI Skills — A Phased Approach

Phase 1: Foundation (Weeks 1–4)

Start with high-volume, low-risk summarization skills — incident summarization, case summarization, and chat summarization. These require minimal configuration, deliver immediate agent productivity gains, and build organizational confidence in AI-generated content.

Our AI expert team will help you better understand LLMs and AI technology, if needed.

Phase 2: Augmentation (Weeks 5–12)

Expand to recommendation and generation skills — resolution notes generation, KB generation, chat reply recommendations, and suggested steps. These skills augment agent decision-making while keeping humans in the loop.

Phase 3: Automation (Weeks 13–24)

Deploy AI Agents and autonomous workflows — alert triage agents, problem investigation, and flow generation. These skills operate with reduced human oversight and require robust governance, feedback loops, and quality monitoring.

Phase 4: Transformation (Ongoing)

Leverage predictive and proactive skills — knowledge gap detection, trending topics analysis, sentiment progression insights, and AI-driven analytics. These capabilities shift the organization from reactive operations to predictive service management.

Frequently Asked Questions

What licensing is required for ServiceNow AI Skills?

Most Now Assist AI Skills require Now Assist add-on licensing, which is available as a per-user or per-interaction SKU depending on the module. Some foundational Predictive Intelligence features are included with ITSM Pro and CSM Pro. Contact your ServiceNow account team or partner for current packaging.

Which ServiceNow release introduced AI Skills?

Now Assist was introduced in the Vancouver release (2023) with a foundational set of skills. The Washington DC and Xanadu releases significantly expanded the catalog. The skill list continues to grow with each release — Zurich and beyond are expected to add further agent autonomy.

Can I build custom AI Skills?

Yes. The Now Assist Skill Kit allows organizations to create custom AI Skills using ServiceNow’s GenAI framework. This enables domain-specific or organization-specific AI capabilities beyond the out-of-box catalog.

How do ServiceNow AI Agents differ from Virtual Agent?

Virtual Agent is a conversational chatbot framework for employee and customer self-service. AI Agents are autonomous backend entities that investigate, decide, and execute across processes — they don’t require a conversation to operate. AI Agents may use Virtual Agent as a delivery channel, but they also operate independently through flows, playbooks, and direct record manipulation.

Are ServiceNow AI Skills safe to use with sensitive data?

ServiceNow AI Skills operate within the platform’s existing security model — ACLs, data classification, and encryption apply to AI-processed data. Now Assist uses the AI Gateway for secure model orchestration, and organizations can configure data residency and model selection policies. Review ServiceNow’s AI trust and governance documentation for your compliance requirements.

Where can I learn more about Now Assist and ServiceNow AI platform?

Visit ServiceNow University for reliable and up-to-date courses, including Now Assist applications, Skill Kit, Admin Console, and GenAI Controller.

How many AI Skills does ServiceNow have?

As of Q1 2026, ServiceNow offers over 300 individual AI Skills across more than 30 product modules. This catalog spans every major product line — from ITSM and CSM to GRC, SecOps, HRSD, FSM, and specialized domains like Telecommunications and ESG. The number continues to grow with each platform release.

How much does ServiceNow Now Assist cost?

Now Assist is not included in standard ServiceNow licenses. It requires a Pro Plus or Enterprise Plus SKU, which adds per-user or per-consumption pricing on top of your existing license. Each AI action (summarization, generation, etc.) consumes licensed capacity. Contact your ServiceNow account team or a ServiceNow partner like Teiva Systems for current packaging and pricing guidance. See also our Now Assist Consumption Guide for detailed breakdown.

What is the ServiceNow Group-Action Framework (GAF)?

The Group-Action Framework is ServiceNow’s composable agent architecture that powers multi-step reasoning across ITSM, CSM, and HRSD. It follows a consistent pattern — action mapping, action reduction, action strategy, and grouping — to enable AI Agents to break complex problems into structured, step-by-step resolution paths.

ServiceNow AI Agents vs Salesforce Agentforce — what’s the difference?

ServiceNow AI Agents operate natively within the Now Platform, orchestrating skills across ITSM, ITOM, CSM, HRSD, and other modules using the platform’s data model, ACLs, and workflow engine. Salesforce Agentforce is similarly embedded within the Salesforce ecosystem, focused on CRM-centric use cases. The key differentiator is scope: ServiceNow Agents span IT operations, security, HR, and enterprise workflows beyond CRM, while Salesforce Agents are strongest in sales, marketing, and customer service scenarios.

Conclusion

The ServiceNow AI Skills catalog is no longer a handful of experimental features — it’s a comprehensive, production-grade capability layer spanning every major module on the platform. From individual summarization skills that save agents minutes per interaction, to autonomous AI Agents that resolve alerts without human involvement, the opportunity to transform service delivery is available today.

The organizations that will benefit most are those that treat AI Skills adoption as a deliberate program — phased, measured, and governed — rather than a feature toggle.

About Teiva Systems: We are a ServiceNow Premier Partner specializing in platform architecture, AI-enabled service delivery, and enterprise automation. Contact us for any assistance or requests.

About Author: Kostya Bazanov | Managing Director, Teiva Systems ServiceNow Certified Technical Architect (CTA) | 15+ years in enterprise platform architecture (LinkedIn)

Last updated: March 2026. Skills availability varies by ServiceNow release and licensing. Refer to the ServiceNow Store and Now Assist documentation for current availability.

Kostya Bazanov, Managing Director, Mar 25, 2026

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