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Yes. Every Now Assist developer we place is verified on deploying the Now Assist GenAI capabilities across ITSM, HRSD, CSM, and the Now Platform. They activate the Now Assist plugins and the GenAI Controller, configure the skills — summarization of incidents and cases, resolution notes generation, chat reply assistance, and code generation in the IDE — and tune them for your data and tone. They set up the Now Assist Admin console, manage skill activation per workspace and role, and configure the feedback loops so quality improves over time. They also handle the prompt configuration and the guardrails that keep generated content grounded in your records. On the scoping call the PM confirms which products you license and your Now Assist subscription so the developer activates exactly the skills your entitlement covers.

Yes. Our Now Assist developers build custom GenAI skills using Now Assist Skill Kit when the out-of-box skills do not cover your use case. They author the skill definition, design and iterate the prompts, select the model (the ServiceNow-hosted Now LLM or a bring-your-own provider via the GenAI Controller), and configure the inputs, grounding data, and output parsing. They use retrieval-augmented patterns so the skill answers from your knowledge base and records rather than hallucinating, build the evaluation tests to measure skill quality, and version the skill through the standard application lifecycle. They also wire skills into Flow Designer and Virtual Agent so the GenAI capability is invoked at the right point in a workflow. The PM confirms your model strategy and data-residency requirements so the developer builds within your AI governance.

Yes. Now Assist developers build agentic workflows with the ServiceNow AI Agent framework, where autonomous agents reason over a goal and orchestrate tools to achieve it rather than following a fixed flow. They define the agent, its instructions and guardrails, and the set of tools (flows, skills, integrations) it can call, configure the orchestration so multiple specialised agents collaborate on a task, and build the human-in-the-loop checkpoints where approval or review is required. They ground the agents in your data, set the boundaries on what actions they can take autonomously, and instrument the agent runs for observability and audit. They keep the design safe and explainable so the business trusts the automation. The PM confirms which processes are candidates for agentic automation so the developer scopes realistic, governable agents.

A PM is assigned within 10 minutes of booking and scopes your requirement on the first call. For a clearly defined task — activating Now Assist summarization, building a custom skill, configuring a Virtual Agent GenAI topic — a vetted Now Assist developer typically starts the same day. We offer three engagement models: project-based (fixed deliverable with milestones, ideal for a defined AI rollout), dedicated (a developer embedded with your team for a sprint or longer of GenAI build), and on-call burst capacity (hours drawn down as AI use cases emerge). You can scale up or down between sprints and cancel after any engagement. The PM coordinates the developer with your platform owner, AI governance, and security so model entitlements, data-residency, and the GenAI guardrails are never a blocker.

Yes, governance is built into how our Now Assist developers work. They ground every skill and agent in your authoritative data through retrieval patterns and the GenAI Controller grounding configuration so outputs cite real records rather than hallucinate, configure the content guardrails and the data-anonymisation options that strip sensitive fields before they reach a model, and respect data-residency by routing to the correct regional model endpoint. They build evaluation and red-team tests for prompt injection and unsafe output, instrument every skill invocation for audit and cost tracking, and promote AI configuration through the Application Repository so dev, test, and production stay consistent. They also set the role-based access so only entitled users invoke each skill. The PM confirms your AI policy and jurisdiction so the developer aligns the deployment with your governance from day one.