Today, those looking to get up to speed on AI in ServiceNow have an ever-growing list of new concepts and technologies to get their heads around. These include Now Assist, AI Agents Studio, AI Control Tower, and AI Agent Fabric, as well as a host of new tools and features in existing modules.
Long story short, there’s a lot to learn. But luckily, ServiceNow has one of the largest repositories of free online learning resources of any tech ecosystem: The ServiceNow University. And it’s absolutely loaded with AI-related courses, paths, and events. Here, we’ve brought together our picks of the most valuable resources.
AI Courses (On-Demand)
As the name would suggest, on-demand courses are designed to be completed at your own time and pace. They range from just 10 minutes to multiple hours, meaning there’s a great deal of variety here for learners of different levels.
Unlike many other options on this list, on-demand courses tend to be quite self-contained. This means they’re good if you’ve got a particular topic, product, or feature you want to learn about, but don’t have the time to dedicate to an extended course or webinar.
1. Introduction to Generative AI
The first course on this list is undoubtedly the best place to start if you’re just getting started with AI in ServiceNow.
The course is very entry-level and isn’t designed to make anybody an AI expert. But if you find yourself asking basic questions about what generative AI is and where it’s used in the Now Platform, this is exactly the course for you.
- Key Focus: A high-level overview of generative AI terminology, concepts, and offerings in the ServiceNow platform, with a particular focus on Now Assist.
- Relevant Products/Features Covered:
- Now Assist
- ServiceNow AI Platform
- Topics Covered:
- Identifying AI terminology
- Understanding how generative AI works
- Introduction to Generative AI capabilities in ServiceNow
- Benefits, limitations, and risks of generative AI
- Prerequisites: None required
- Modules:
- Introduction to Generative AI
- Duration: 20 minutes
- Best For: Anybody looking for a quick and high-level introduction to general AI concepts and the ServiceNow AI product suite.
- Find Out More: Check out the full course
2. Introduction to Agentic AI
Of course, generative AI isn’t the only show in town. The next course on this list is a similarly high-level introduction to the other major AI tech in the Now Platform: Agentic AI.
This is a short course and is very much designed for absolute beginners. If you already have a good working knowledge of the technology, then the options lower down the list will be better suited to you.
- Key Focus: A basic introduction to the concepts and terms associated with agentic AI technology.
- Relevant Products/Features Covered:
- No specific products referenced
- Topics Covered:
- What is agentic AI?
- What sets it apart from other AI tools?
- What are the key benefits, risks, and limitations of the technology?
- Prerequisites: None required
- Modules:
- Introduction to Agentic AI
- Duration: 10 minutes
- Best For: Anybody new to agentic AI who wants to quickly understand basic concepts.
- Find Out More: Check out the full course
3. Get Started With AI Solutions
This is another introductory AI course, but it’s a little more in-depth than the previous entry. Rather than focusing on generative AI, it takes a more product-specific look at ServiceNow’s entire AI product offering.
This is perfect for anybody who wants a bird’s-eye view of all the AI solutions and features in ServiceNow and what they’re used for.
- Key Focus: A practical introduction to AI technology, products, and features within the Now Platform.
- Relevant Products/Features Covered:
- Task Intelligence
- Predictive Intelligence
- Document Intelligence
- AI Search
- Topics Covered:
- Introduction to AI on the Now Platform
- AI features, requirements, and recommendations
- ServiceNow data training practices
- AI implementation and post-implementation
- Prerequisites: None required
- Modules:
- Examining AI Solutions
- Mideast Healthcare’s AI Journey
- Get Started with AI Solution Case Studies
- Duration: 2 hours, 30 minutes
- Best For: ServiceNow implementors, developers, or admins looking to take practical first steps with ServiceNow AI technology.
- Find Out More: Check out the full course
4. Now Assist Essentials
If you’re familiar with ServiceNow AI, you’ll almost certainly have heard of Now Assist. This originally began as ServiceNow’s generative AI offering, but increasingly is now beginning to incorporate agentic tools as well.
The platform offers a series of front-end generative AI tools for service desk teams and human agents to use in their everyday workflows. The course is generally aimed towards the administrators and implementers looking to roll these tools out across their organizations.
- Key Focus: An introduction to generative AI tools specifically available through Now Assist.
- Relevant Products/Features Covered:
- Now Assist
- Generative AI
- Flow Designer
- Virtual Agent
- Topics Covered:
- Generative AI terminology and concepts
- Introduction to Now Assist
- Using generative AI tools in Flow Designer and Virtual Agent
- How to use data with generative AI
- Prerequisites: The first course on this list (Introduction to Generative AI) is a recommended prerequisite for those unfamiliar with the technology.
- Modules:
- Now Assist Fundamentals (2025 Q2 Store Release)
- Now Assist Implementation (2025 Q2 Store Release)
- Dynamic Translation in Now Assist
- Duration: 1 hour, 10 minutes
- Best For: Anybody who wants to implement generative AI into their workflows, including developers, implementors, and administrators.
- Find Out More: Check out the full course
5. AI Agents Essentials
This is the first course on this list to focus specifically on agentic, rather than generative AI. These tools are designed to make autonomous, context-led decisions within clear parameters.
Specifically, this course covers the use of AI Agents within Now Assist, meaning it doesn’t discuss more recent additions like the AI Control Tower, AI Workflow Fabric, and more.
- Key Focus: Building, deploying, and orchestrating AI Agents within the Now Assist framework.
- Relevant Products/Features Covered:
- AI Agents
- Now Assist
- AI Agents Studio
- Topics Covered:
- Agentic AI terminology
- How to build and manage AI Agents in Now Assist
- Key opportunities and use cases of AI Agents
- How to use the AI Agents Studio
- Prerequisites: Learners should have a good working knowledge of the following ServiceNow products: Flow Designer, Virtual Agent, Now Assist, Scripting, AI Search, and Service Catalog.
- Modules:
- AI Agents Fundamentals
- AI Agents Implementation
- Duration: 50 minutes
- Best For: Developers, implementers, AI practitioners, or anybody looking to get started building autonomous agents with Now Assist.
- Find Out More: Check out the full course
ServiceNow AI Learning Paths
ServiceNow resources can be a bit of a Russian doll at times. Nowhere is that more true than with learning paths, which often combine courses, pathways, and resources that themselves can be studied elsewhere.
This means that many of the courses we discussed in the last section reappear as individual modules within these paths. If you’ve already completed those courses, you’ll likely already be on the road to completing one of these meatier learning paths.
Generally, these learning paths are more in-depth and comprehensive than those we covered in the last section, so you should expect longer studying time and more technical detail. The paths are also more likely to be aimed at those working on the back-end of the ServiceNow platform, such as implementers and developers.
1. AI Essentials
This path is a broader look into the practical applications of AI tools and functionality across the whole Now Platform. It covers both agentic and generative AI, focusing specifically on real-world use cases.
Many of the courses we covered in the last section are included here, meaning you may have already completed some of this learning path by the time you start.
- Key Focus: This course introduces the fundamentals of ServiceNow AI tools across all products.
- Relevant Products/Features Covered:
- All ServiceNow tools/products
- Topics Covered:
- How AI works and where it’s being used
- Ethical and responsible AI considerations
- How to apply ServiceNow AI capabilities to your workflows
- Prerequisites: None required
- Modules:
- Introduction to Generative AI
- What is Agentic AI?
- AI Agents vs. Traditional AI
- How Do AI Agents Learn and Adapt?
- Real-world Uses of AI Agents
- Designing AI for Human Collaboration
- AI Agents and Automation in Workflows
- Understand the Requirements to Implement Now Assist
- Duration: 1 hour, 25 minutes
- Best For: Beginners, business analysts, and admins seeking a general understanding of AI on the Now Platform.
- Find Out More: Check out the full learning path
2. Now Assist AI Agents Deep Dive
If you’ve already completed the Now Assist Essentials course discussed in the last section, this is the next best step. It’s a much longer and more practical discussion of agentic AI functionality in Now Assist.
The path has a particular focus on building and managing these agents. At eight and a half hours, it isn’t for the faint-hearted. But anybody who wants to learn as much as they can about implementing this technology should definitely consider this learning path.
- Key Focus: How to create, configure, and deploy AI Agents using Now Assist’s generative and agentic AI capabilities.
- Relevant Products/Features Covered:
- Now Assist
- AI Agent Builder
- Generative AI Controller
- Agent Orchestration
- Topics Covered:
- Agentic AI fundamentals
- How to build AI Agents in ServiceNow
- Configuring and managing AI agents
- Prerequisites: Completion of AI Essentials is recommended if you don’t already have a good working knowledge of AI tools and functionality.
- Modules:
- Introduction to Agentic AI
- AI Agent Readiness: Defining Requirements for Implementation
- AI Agents Essentials
- AI Agents: Build an AI Agent
- AI Agents: AI Agent Administration
- AI Agents: Configure AI Agents
- AI Agents: Build an Intelligent AI Agent to Automate Your Organization
- AI Agents: Build AI Agents that Plan, Reason, and Automate Workflows
- Duration: 8 hours, 25 minutes
- Best For: Developers and implementers building or extending Now Assist with AI Agents.
- Find Out More: Check out the full learning path
3. Now Assist for IT Service Management (ITSM) Implementer
This course is specifically designed for ServiceNow implementers working with the ITSM platform. Like other courses on this list, it focuses heavily on Now Assist functionality.
It aims to help ServiceNow users understand how to bring AI functionality into their existing workflows, with the aim of automating ticket handling and boosting agent efficiency.
- Key Focus: How to implement Now Assist capabilities within the ITSM module.
- Relevant Products/Features Covered:
- Now Assist for ITSM
- Virtual Agent
- Predictive Intelligence
- Topics Covered:
- Introduction to Now Assist
- Fundamentals of AI in ITSM
- The use of agentic AI in ITSM workflows
- Prerequisites: A good working knowledge of ITSM and AI fundamentals is essential. ServiceNow ITSM Fundamentals and AI Essentials courses are a good place to start here.
- Modules:
- Introduction to Generative AI
- Now Assist Essentials
- Now Assist for IT Service Management (ITSM) Essentials
- Introduction to Agentic AI
- AI Agents Essentials
- Agentic Workflow: Investigate and Resolve ITSM Incidents
- Agentic Workflow: Triage and Categorize ITSM Incidents
- Agentic Workflow: Generate Change Request Plans
- Duration: 6 hours, 54 minutes
- Best For: ITSM implementers and platform engineers deploying Now Assist features.
- Find Out More: Check out the full learning path
4. AI Agents Delivery (Accreditation)
This is the first learning path on this list that’s designed to prepare you for a formal ServiceNow certification. As an accreditation, it’s a fairly straightforward exam that can be done remotely, making this much easier to complete than micro or mainline certifications.
The learning path focuses on the more recent additions to the ServiceNow product suite, compared with other courses that mainly focus on Now Assist. It starts with the complete basics, which is helpful for those who don’t have any experience with agentic tools.
- Key Focus: Fundamentals of AI Agents in ServiceNow and how to implement AI-powered automation on the Now Platform.
- Relevant Products/Features Covered:
- AI Agents Studio
- AI Control Tower
- Now Assist AI Agents
- Now Assist
- Topics Covered:
- How AI Agents differ from Now Assist
- Key use cases of agentic AI
- How to enable and manage agents through the AI Agents Studio
- Prerequisites: None required
- Modules:
- Introduction to Agentic AI
- AI Agents Essentials (2025 Q2 Store Release)
- Accreditation exam
- Duration: 2 hours
- Best For: Implementers, developers, and system administrators who want to learn how to implement AI-powered automations on the Now Platform.
- Find Out More: Check out the full learning path
AI Events and Webinars
Of course, self-guided learning resources aren’t the only way to get your head around new AI tools and functionality in ServiceNow. Some learners may benefit from a more collaborative approach, drawing on the expertise of other skilled ServiceNow practitioners.
If so, this is the place for you. The events in this section are all remote – so they should be suitable for learners from around the world.
1. AI Academy
AI Academy is a twice-monthly webinar series that focuses specifically on AI features, tools, and use cases.
The sessions are generally run by technical experts from within ServiceNow, and they’re often much more specific and granular than some of the other learning resources on this list. This makes them a good choice for those already comfortable with ServiceNow technology and AI features.
The webinars discuss new features, offer guidance, and sometimes include live Q&As with the ServiceNow team. Previous sessions are available to watch on YouTube.
- Overview: A regular webinar series covering everything to do with AI in ServiceNow.
- Format: Remote webinar
- Date and Time: Every second Tuesday at 11:30 EST and 5:30 CET
- Recent Topics Include:
- Find Out More: Check out the main AI Academy page
2. AI-Powered Operations for Connected Cyber Resilience
This webinar series is the only option in this piece that focuses on cybersecurity. Specifically, it discusses how security specialists can use AI-powered ServiceNow features to align teams, manage risk, and build automated security responses.
The topics are mostly aimed towards Chief Information Security Officers (CISOs) and other security decision-makers. The first has passed and is available on demand, and the other two webinars are available for registration.
- Overview: A set of webinars focusing on how AI can be applied to cybersecurity in the ServiceNow platform.
- Format: Three-part webinar series
- Date and Time:
- Webinar 1: Event passed (Available on demand, requires event registration)
- Webinar 2: Event passed (Available on demand, requires event registration)
- Webinar 3: November 4, 2025 (8-8:30 am PT, 11-11:30 am ET)
- Webinar Topics Include:
- Building a connected cyber and tech risk strategy
- Proactive cyber resilience: Building a connected risk defense
- Cybersecurity is a team sport: Collaboration is the key to resolving threats
- Find Out More: Sign up for the webinars here
3. Siloed to Strategic: Driving Visibility with One AI Platform
Another ongoing webinar series, this one is more aimed toward senior executives and IT decision-makers. It features a range of speakers from the upper echelons of the ServiceNow org chart, including (among many others) the Director of Innovation (Simon Grice), Head of Technology Marketing (Chad Corriveau), and the Product Marketing Director (Newsha Sharif).
Together, the speakers will discuss a range of topics related to organizational silos and data clarity. The first webinar has already taken place, but there’s plenty of time to sign up for the remaining three.
- Overview: These webinars discuss how AI can help eliminate organizational silos, with a particular focus on the data implications of building AI applications.
- Format: Four-part webinar series
- Date and Time:
- Webinar 1: Event passed (Available on demand, requires event registration)
- Webinar 2: Event passed (Available on demand, requires event registration)
- Webinar 3: November 20, 2025 (8-8:30 am PT, 11-11:30 am ET)
- Webinar 4: December 4, 2025 (8-8:30 am PT, 11-11:30 am ET)
- Webinar Topics Include:
- AI demands data clarity: What every CIO must address now
- Stellantis’ business transformation with ServiceNow’s AI-powered Strategic Portfolio Management
- From low-code to vibe coding: The next chapter in enterprise app dev
- AI-powered service excellence in the age of complexity
- Find Out More: Sign up for the webinars here
Starting Your ServiceNow AI Learning Journey
There are more resources in the ServiceNow University than any single post could cover – this is very much just the starting point. But if you’re wondering where to start with ServiceNow AI training, hopefully this post will have pointed you in the right direction.
Happy learning!