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Ramisun deploys Now Assist across your ITSM processes so agents get instant incident summaries, AI-drafted resolution notes, and change summaries — all grounded in your knowledge and records. Routine work speeds up, context is never lost in a handoff, and your team spends time on judgement, not typing. It ships with guardrails and audit trails from day one, so you gain speed without giving up control.
Now Assist for ITSM is ServiceNow's generative AI woven directly into IT Service Management. It summarises long incident and change records in a sentence, drafts resolution notes and customer-facing updates, answers agents from your knowledge base, and turns natural-language requests into action. Ramisun deploys Now Assist grounded in your data — so its output is accurate and relevant — with governance, guardrails, and audit trails in place from the first skill.
"Now Assist doesn't replace your agents — it removes the busywork around them. The summary, the write-up, the search: that's the time it gives back, and it adds up fast."
One-click summaries of long records give agents full context in seconds — no scrolling through activity logs.
AI drafts resolution notes and updates from the work performed, which agents review and post in a click.
Now Assist answers agent questions from your knowledge base and generates draft articles from resolved incidents.
Agents and users interact in natural language to find, create, and update records without navigating forms.
Generative AI adoption in service management is accelerating — and summarisation is the quickest win.
From ticket to resolution — AI assisting at every step, with the agent in control.
Incident or request arrives from any channel
Now Assist condenses the record instantly
Knowledge-grounded answers surface for the agent
AI drafts work notes and customer updates
Agent reviews, edits, and approves
Every AI action recorded with confidence score
The work agents do around the resolution is exactly what Now Assist removes.
| Area | ❌ Manual Service Desk | ✅ ServiceNow AI + Ramisun |
|---|---|---|
| Getting Context | Scroll through a long activity log | One-line AI summary of the whole record |
| Writing Notes | Agent types resolution notes from scratch | AI drafts notes from the work performed |
| Finding Answers | Manual knowledge search, many tabs | Grounded answers surfaced in the workspace |
| Customer Updates | Written by hand, inconsistent tone | AI-drafted, consistent, agent-approved |
| Knowledge Creation | Rarely captured after resolution | Draft articles auto-generated from incidents |
| Handoffs | Context lost between shifts | Summaries preserve context across handoffs |
| Governance | No record of AI involvement | Every action audited with model and confidence |
Each capability maps to a specific Now Assist skill — with real outcomes.
Ramisun activates Now Assist summarisation so agents open a ticket and immediately see what happened, what was tried, and where it stands — no scrolling required.
We enable AI-drafted resolution and work notes generated from the actions taken, so agents document accurately in seconds and move to the next ticket.
Ramisun grounds Now Assist in your knowledge base so agents get direct answers, and resolved incidents automatically produce draft knowledge articles.
We enable natural-language interaction so agents and users find, create, and update records by asking — turning intent into action without navigating forms.
An out-of-box-first, evolutionary approach that ships value from the first sprint — with policy, audit, and human oversight built in.
Agents and Now Assist reason over your knowledge, CMDB, and records — not the open internet — so answers stay accurate and relevant.
Working AI capabilities every two weeks. You see summarisation, then deflection, then agentic action go live incrementally.
Every skill and agent ships with policy controls, escalation paths, and human checkpoints — autonomy earned scenario by scenario.
Deflection, resolution time, adoption, and CSAT are tracked from day one — so AI value is proven, not assumed.
Every AI action is logged with model version and confidence via the AI Control Tower — provable governance for any reviewer.
Training and change management are built into delivery — so your teams trust and actually use the AI you deploy.
Tell us where your agents lose the most time and we'll show you exactly how Now Assist for ITSM helps — grounded, governed, and live in weeks.
"Now Assist removes the busywork around your agents — the summary, the write-up, the search. That time adds up fast."
Now Assist for ITSM is ServiceNow's generative AI built into IT Service Management. It summarises incidents and changes, drafts resolution notes and updates, answers agents from your knowledge base, and enables natural-language interaction — all within the ITSM workflow.
No. Now Assist operates within your ServiceNow instance and your data is not used to train public models. Ramisun grounds it on your knowledge and records under your existing data controls, with every action logged in the AI Control Tower.
Now Assist assists a human — summarising, drafting, and answering within a person-driven workflow. AI agents go further and take actions autonomously. Most organisations start with Now Assist for fast, low-risk value, then graduate to agents. We cover agents on the AI Agents & AI Agent Studio page.
Summarisation and knowledge-grounded answers often deliver value within about three weeks. We activate skills incrementally so you see measurable gains from the first sprint rather than waiting for a big rollout.
Yes. Now Assist drafts and suggests; the agent reviews, edits, and approves before anything is posted. This human-in-the-loop model keeps quality high and builds trust as the AI proves itself.
Now Assist requires ServiceNow's GenAI licensing (Now Assist packages), typically on the Pro Plus or Enterprise Plus tiers. Ramisun helps you scope the right entitlements for the skills you plan to use, so you don't over-buy.
Every quarter without the right platform is revenue and efficiency left on the table. Tell us your challenge — get a real plan back, not a sales script.
A ServiceNow consultant will reach out within one business day to schedule your session.