ITSM entitlements, configuration of Skills & AI Agents, and forecasting AI costs and value benefits for a business case.
Welcome to ServiceNow Now Assist for ITSM: Building a Business Case—an essential course for professionals across the ServiceNow ecosystem who want to confidently navigate the evolving IT Service Management (ITSM) licensing landscape, with a focus on the AI-powered capabilities of Now Assist Skills and Agentic Workflows.
What you’ll learn
- What applications and capabilities are entitled by ITSM subscriptions..
- Details of individual applications and links to their implementation documents..
- Now Assist Skills and AI Agents Available out-of-the-box for ITSM..
- How to determine cost-per-Assist for consumption model forecasting..
- Configuration considerations to know about for adjusting consumption rate..
- How to use Licensing Forecasting Calculator spreadsheet to plan costs..
- How to use ServiceNow AI Value Framework to plan value benefit returns..
- Business case proposal template and links to writing assistance resources..
Course Content
- Course Overview –> 5 lectures • 15min.
- ServiceNow Product Licensing –> 4 lectures • 22min.
- ITSM Users –> 4 lectures • 11min.
- ITSM Packaging –> 3 lectures • 2min.
- Standard Edition Applications –> 17 lectures • 23min.
- Shared Platform Capabilities –> 21 lectures • 14min.
- Professional Edition Applications –> 7 lectures • 7min.
- Premium Platform Capabilities –> 11 lectures • 9min.
- Professional Edition Add-Ons –> 5 lectures • 6min.
- Enterprise Edition Applications –> 3 lectures • 4min.
- Now Assist Licensing –> 5 lectures • 30min.
- Now Assist Skills for ITSM –> 10 lectures • 26min.
- Now Assist AI Agents for ITSM –> 14 lectures • 32min.
- Costs and Returns for Business Case –> 9 lectures • 1hr 3min.
- Course Wrap-Up –> 1 lecture • 9min.
- Bonus Lecture: Creator and Now Platform Assists –> 1 lecture • 2min.
Requirements
Welcome to ServiceNow Now Assist for ITSM: Building a Business Case—an essential course for professionals across the ServiceNow ecosystem who want to confidently navigate the evolving IT Service Management (ITSM) licensing landscape, with a focus on the AI-powered capabilities of Now Assist Skills and Agentic Workflows.
As ServiceNow transitions toward a consumption-based licensing model for its Generative AI capabilities, it’s more important than ever to understand how this model works and how it impacts your organisation.
This course demystifies the consumption-based licensing methodology, explaining how usage is measured for ITSM Now Assist Skills and AI Agents (Agentic Workflows), and how these work alongside the traditional per-user subscription entitlements.
Through clear explanations, visual packaging breakdowns, and real-world examples, you’ll learn how both per-user and per-outcome licensing entitlements are defined, allocated, and consumed.
By the end of the course, you’ll be equipped with the knowledge and tools to build a well-informed business case for investing in ServiceNow’s Now Assist capabilities.
As part of this course, you’ll receive a licensing calculator spreadsheet to help you estimate both per-user and per-outcome costs, along with the productivity gains for end users and human agents. This tool is designed to enhance the accuracy and efficiency of your value analysis as you build a business case for acquiring Now Assist products.
You’ll also gain access to a library of direct reference links to official Now Create documentation. These resources will support your planning and help you optimise the use of each ITSM application your organisation is entitled to under its current subscription.
Whether you’re in service delivery, platform architecture, procurement, or executive strategy, this course equips you with the knowledge to ensure your teams remain compliant, cost-effective, and strategically aligned. You’ll be well-prepared to financially manage both human and AI teams working together on the ServiceNow Now Platform.