The generative AI add-on for ServiceNow's IT service desk that drafts ticket summaries, resolution notes, and answers to common employee questions.
Current-name note: Renamed — Now Assist is now ServiceNow Otto; fixed catalog ID retained.
ServiceNow Otto, formerly Now Assist, is ServiceNow's generative AI assistant for its IT service platform, the system many companies use to run their help desk and IT workflows. ServiceNow says Otto combines Now Assist with Moveworks and AI Experience and replaces Now Assist across its products. Support agents use it to summarize incidents, draft resolution notes, and get suggested next steps. A virtual agent answers common employee questions through chat. It can also predict the risk of a planned change before approval and generate workflow logic from a plain-language prompt. It sits on top of the core ServiceNow platform and uses the same admin console, roles, and single sign-on as the rest of ServiceNow. As Now Assist it ran on the Pro or Pro Plus tier, with features tiered into Foundation, Advanced, and Prime levels, so confirm how those tiers carry over to Otto.
This fits a company that already runs ServiceNow for IT tickets and wants to cut agent handle time, especially a service desk with steady repeat issues like password resets or access requests. Start with Otto on the incident management workflow with one support group before expanding. Pricing is not public; as a rough planning figure, expect a real markup over your existing per-user ServiceNow fee, often 25 to 40 percent more, and get an exact quote from ServiceNow or a reseller, since account teams often price Pro Plus differently deal to deal. Two risks: licensing can be unclear, since the assistant may be licensed for only some of your users, and ServiceNow is moving toward usage-based token pricing for some AI features, which can add extra costs.
These estimates cover licensing, setup, integrations, staff time, security, administration, and support.
| Cost measure | Low | Base | High |
|---|---|---|---|
| First-year total | $80.5K | $126.5K | $203.2K |
| Three-year total | $174.8K | $263.3K | $406.3K |
| First-year cost per unit | $80.5K | $126.5K | $203.2K |
| Average annual cost per unit (over three years) | $58.3K | $87.8K | $135.4K |
| Component | Low | Base | High |
|---|---|---|---|
| Licensing and usage | $27K | $36K | $48.6K |
| Implementation | $13.2K | $22K | $37.4K |
| Integration | $14.3K | $26K | $46.8K |
| Staff time and change management | $8.4K | $12K | $16.8K |
| Security | $6.7K | $9.5K | $14.3K |
| Administration | $4.9K | $6.5K | $8.8K |
| Support | $2.3K | $3K | $4.1K |
Estimate assumptions: Based on 1 production deployment. This is a planning allowance, not verified product pricing. Confirm the vendor’s billing unit and current price or quote before budgeting.
Benefits have not been estimated: The current research does not estimate potential savings, return on investment, or how long it would take to recover the cost. Earlier benefit estimates are excluded.
Confirm current product identity, commercial packaging, data processing terms, sign-in and access rules, retention, integrations, support model, implementation effort, and rollback conditions.
Verify identity, package, availability, ownership, pricing, and security evidence before approving a pilot
Do not approve a pilot yet. Verify the current product identity, package, availability, owner, pricing, and security evidence; then define one workflow, a baseline, and rollback criteria.
Define what success looks like for a test of ServiceNow Otto (formerly Now Assist) and assign someone to lead it.
Once the requirements above are met, compare a small trial with how your team works today.
Track adoption, output quality, business results, and actual costs against the estimate.
Use the results to decide whether to stop, adjust, or expand the pilot.
Confirm encryption, how the vendor uses your data, customer data separation, how long data stays and how to delete it, activity records, sign-in and user setup, where data is handled, other companies that process data, past incidents, and what your team must manage.
Review before rollout: confirm how to export your data, revoke access, and return to your existing workflow. Assign an owner and test the rollback plan before expanding use.
Do not approve a pilot yet. Verify the current product identity, package, availability, owner, pricing, and security evidence; then define one workflow, a baseline, and rollback criteria.
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