Now Assist for IT

Generative AI delivering intelligent recommendations and conversational self-service.

LuminosityMVP Roadmap

Service desk capacity is maxed out, but the foundations for AI aren't in place

Now Assist for IT is ServiceNow's generative AI solution that gives your IT teams natural language understanding, intelligent recommendations, and automated responses. It summarises incidents, suggests resolutions, and powers conversational self-service that actually works. Your agents get faster, your users get answers, and your organisation builds the foundation for AI adoption that regulators and stakeholders can trust. Pulsar delivers Now Assist with the rigour and governance that regulated environments demand. For existing clients, our Luminosity offering assesses and optimises your current ITSM and ITOM processes to maximise AI impact.

Outcomes that matter

Faster ticket resolution and reduced backlog — AI-assisted responses give agents the right answer at the right time

Improved agent productivity — Now Assist surfaces relevant knowledge articles, similar incidents, and suggested solutions

Higher self-service adoption through conversational AI — natural language chat that understands intent and delivers accurate answers

Strengthened auditability and compliance — AI-generated summaries and resolution records support regulatory expectations

Reduced costs through automation — deflect common requests to self-service and automate routine resolutions

Delivery Journey

Our four-stage roadmap meets you at your current maturity level and scales with your ambitions.

Assess

Assess AI readiness across platform data, knowledge management, process maturity, governance, and change readiness.

Foundation

Agent-facing AI goes live — incident summarisation, intelligent recommendations, and generative knowledge creation.

Enhance

Extend into conversational self-service and virtual agent capabilities enabling natural language resolution.

Optimise

Advanced capabilities — proactive AI recommendations, automated workflow suggestions, and continuous learning loops.

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