Work with us
AI tools / AI inside business systems (CRM, ERP, HR) / ServiceNow Now Assist

How to govern ServiceNow Now Assist

AI summarising tickets, drafting replies and routing work across IT and HR service desks.

ServiceNow · Reviewed when the vendor ships a capability change or a customer declares the tool

How ServiceNow Now Assist is used

We see four common ways businesses use ServiceNow Now Assist, and we govern each one on its own terms. If your team uses it differently, that is fine: you describe the use in your own words and Certrak works out the governance from what it actually does.

General productivity assistance

Consequence to people: Low

Drafting, summarising, brainstorming, internal Q&A - day-to-day help with internal work

Internal informationEvery output reviewedInternal use only
  • Review rhythm: Annual review
  • Governance is mostly about: Safe everyday use; Checking what it produces; What it may be given

Customer communications drafting

Consequence to people: Medium

Drafting customer emails, support replies, or other outbound communications - reviewed before sending

Personal informationEvery output reviewedCustomers, no decisions about them
  • Review rhythm: Quarterly review
  • Governance is mostly about: Safe everyday use; Checking what it produces; What it may be given

Customer-facing chatbot or automated support

Consequence to people: High

Interacting with customers directly, without a person reviewing each response

Personal informationNo human reviewCustomers, no decisions about themSends messages outside the businessActs on its own
  • Review rhythm: Monthly check-in
  • Governance is mostly about: A person stays accountable; Safe everyday use; What it may be given

Workflow automation across systems

Consequence to people: Medium

Automating tasks across business systems - triggers, data movement, decisions in workflows

Internal informationNo human reviewInternal use onlyChanges records in other systemsActs on its own
  • Review rhythm: Monthly check-in
  • Governance is mostly about: Safe everyday use; A person stays accountable; Checking what it produces

Governing ServiceNow Now Assist in practice

  1. Name one person who owns ServiceNow Now Assist in your business. Governance starts with a name.
  2. Write down what ServiceNow Now Assist is used for. Certrak recognises 4 common uses: General productivity assistance, Customer communications drafting, Customer-facing chatbot or automated support and Workflow automation across systems. Yours may differ; write down yours.
  3. Decide what ServiceNow Now Assist may and may not be given. Personal information is in scope for some uses; write the boundary down before it is needed.
  4. There is no human review of outputs. Decide whether that is acceptable for each use, and what would make you change it.
  5. ServiceNow Now Assist can send messages outside the business and create, change, or delete records in another system without a person approving. Record which of these you allow, and who can change that.
  6. Look at this again every month, and sooner on any of these: industry incidents, vendor model updates, autonomy level changes and data classification changes.

More in AI inside business systems (CRM, ERP, HR)

Reviewed on vendor change

HubSpot AI (Breeze)

How to govern HubSpot Breeze: AI agents drafting outreach, summarising contacts and acting inside your marketing and sales pipeline.

 Reviewed on vendor change

Microsoft Copilot for Dynamics 365

How to govern Copilot in Dynamics 365: AI drafting and summarising inside your CRM and ERP records, where customer data…

 Reviewed on vendor change

Oracle AI (Fusion Apps)

How to govern Oracle AI in Fusion Apps: assistants embedded in finance, HR and procurement workflows that handle sensitive business…

← AI inside business systems (CRM, ERP, HR)  ·  Every tool →