Implementation
Incident & Change Summarisation
One-click summaries of long records give agents full context in seconds — no scrolling through activity logs.
Now Assist for ITSM
Put Generative AI to Work in Your Service Desk.
ServiceNow Now Assist for ITSM — summarise, draft, and resolve, grounded in your data.
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.
Grounded in Your DataIncident SummarisationGoverned & AuditedWeeks to Value
50%Faster Incident HandlingAI summaries & drafts
40%Less Agent Admin TimeAuto resolution notes
3 wksTypical ActivationFirst Now Assist skills live
100%AI Actions AuditedVia AI Control Tower
Direct Answer
What Is Now Assist for ITSM?
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.
Grounded, Not GenericAgile, Sprint-Based DeliveryGuardrails & Human-in-the-Loop
Core Capabilities
What the Engagement Covers
Resolution & Work Notes
AI drafts resolution notes and updates from the work performed, which agents review and post in a click.
Knowledge-Grounded Answers
Now Assist answers agent questions from your knowledge base and generates draft articles from resolved incidents.
Chat & Natural Language Action
Agents and users interact in natural language to find, create, and update records without navigating forms.
Market Data
Why Now Assist Is the Fastest Path to ITSM AI Value
Generative AI adoption in service management is accelerating — and summarisation is the quickest win.
50%faster resolution with AI assistanceIndustry Benchmarks
85%of the Fortune 500 run ServiceNowServiceNow
40%of agent time spent on admin, not resolutionIndustry Benchmarks
229%3-year ROI on ServiceNow ITSMForrester TEI
How It Works
How Now Assist Works in an ITSM Workflow
From ticket to resolution — AI assisting at every step, with the agent in control.
1
Ticket In
Incident or request arrives from any channel
2
Summarise
Now Assist condenses the record instantly
3
Search
Knowledge-grounded answers surface for the agent
4
Draft
AI drafts work notes and customer updates
5
Review
Agent reviews, edits, and approves
6
Log
Every AI action recorded with confidence score
Before vs After
Manual Service Desk vs Now Assist with Ramisun
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 |
Capabilities
What Ramisun Delivers with Now Assist for ITSM
Each capability maps to a specific Now Assist skill — with real outcomes.
📝 Incident & Change Summarisation
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.
- One-click summaries of incidents, problems, and changes
- Full context preserved across shift handoffs
- Faster triage and escalation decisions
- Consistent, readable record summaries
50%Faster context
0Log scrolling
AnyRecord type
✍️ Resolution & Work Notes
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.
- Resolution notes drafted from work performed
- Consistent, complete documentation
- Agent review-and-approve in one click
- Cleaner data for reporting and knowledge
40%Less admin time
BetterData quality
📚 Knowledge-Grounded Answers
Ramisun grounds Now Assist in your knowledge base so agents get direct answers, and resolved incidents automatically produce draft knowledge articles.
- Direct answers from your own knowledge base
- Draft articles generated from resolved incidents
- Knowledge that improves with every resolution
- Reduced dependence on tribal knowledge
AutoArticle drafts
35%More deflection
FreshKnowledge
💬 Chat & Natural-Language Action
We enable natural-language interaction so agents and users find, create, and update records by asking — turning intent into action without navigating forms.
- Find and update records via natural language
- Create tasks and requests conversationally
- Lower training burden for new agents
- Faster, more intuitive workflows
FasterActions
LowerRamp time
Delivery & Governance
How Ramisun Delivers AI — Governed From Day One
An out-of-box-first, evolutionary approach that ships value from the first sprint — with policy, audit, and human oversight built in.
Grounded, Not Generic
Agents and Now Assist reason over your knowledge, CMDB, and records — not the open internet — so answers stay accurate and relevant.
Agile, Sprint-Based Delivery
Working AI capabilities every two weeks. You see summarisation, then deflection, then agentic action go live incrementally.
Guardrails & Human-in-the-Loop
Every skill and agent ships with policy controls, escalation paths, and human checkpoints — autonomy earned scenario by scenario.
Measured Impact
Deflection, resolution time, adoption, and CSAT are tracked from day one — so AI value is proven, not assumed.
Full Auditability
Every AI action is logged with model version and confidence via the AI Control Tower — provable governance for any reviewer.
Adoption & Enablement
Training and change management are built into delivery — so your teams trust and actually use the AI you deploy.
Explore Agentic AI & Now Assist Enablement
Related AI Capabilities We Deliver
Trusted by Global Enterprises
We partner with industry leaders to drive meaningful transformation.
Testimonials
What our clients say
★★★★★
“Ramisun didn't just implement ServiceNow — they redesigned how our teams work. Their AI agents now handle most routine requests.”
VP of IT OperationsEnterprise Healthcare Network
★★★★★
“Their marketplace expertise was the difference. We went from prototype to a certified ServiceNow Store listing our team could sell.”
Co-founder & CTOAI-Funded Startup, Silicon Valley
★★★★★
“Transparent, agile, and genuinely business-first. Every sprint ended with something we could show our executives.”
Director, Digital ProgramsFinancial Services Firm
★★★★★
“The CMDB work alone paid for itself. We finally trust our configuration data enough to automate against it.”
Head of Platform EngineeringGlobal Manufacturer
★★★★★
“Hypercare was real hypercare. Go-live week felt boring in the best possible way.”
IT Service OwnerTelecom Operator
★★★★★
“Ramisun didn't just implement ServiceNow — they redesigned how our teams work. Their AI agents now handle most routine requests.”
VP of IT OperationsEnterprise Healthcare Network
★★★★★
“Their marketplace expertise was the difference. We went from prototype to a certified ServiceNow Store listing our team could sell.”
Co-founder & CTOAI-Funded Startup, Silicon Valley
★★★★★
“Transparent, agile, and genuinely business-first. Every sprint ended with something we could show our executives.”
Director, Digital ProgramsFinancial Services Firm
★★★★★
“The CMDB work alone paid for itself. We finally trust our configuration data enough to automate against it.”
Head of Platform EngineeringGlobal Manufacturer
★★★★★
“Hypercare was real hypercare. Go-live week felt boring in the best possible way.”
IT Service OwnerTelecom Operator
✦ Get Your Free Consultation
Ready to Transform with ServiceNow?
- Free ServiceNow scoping session, no generic pitches
- Tailored roadmap mapped to your exact processes
- Transparent pricing — no hidden fees
- Response within 1 business day
“
An implementation is only as good as the consulting behind it. When the platform mirrors how your business actually works, adoption follows — and so does ROI.Vinnay Nigam, Founder & CEO, Ramisun
100+Implementations
229%3-yr ITSM ROI (Forrester)
8–16 wksTypical Go-Live
Confidential. We never sell data or send spam.
Frequently Asked Questions
Now Assist for ITSM — Questions Answered
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.
Security & Compliance
Enterprise-grade trust, built in
Responsible AI adoption needs guardrails. Our delivery model is designed around security, auditability, and compliance from the first workshop.
SOC 2 Aligned
Delivery processes mapped to SOC 2 trust principles.
ISO 27001 Practices
Information security management across every engagement.
GDPR Ready
Privacy-by-design data handling and processing controls.
AI Governance
Policy controls, auditability, and human oversight for every AI agent.
