Service desk capacity is maxed out, but the foundations for AI aren't in place
Your IT teams resolve the same incidents over and over. Knowledge is trapped in individuals or scattered across systems. End-users wait hours for answers to basic questions. Meanwhile, your service desk headcount stays flat whilst expectations for consumer-grade experiences keep rising. Regulators demand auditability, but tickets lack detail and resolution paths aren’t documented consistently. Without AI-powered support, your agents burn time searching for solutions instead of solving problems. Self-service remains underused because users can’t find what they need. And the strategic AI agenda your board approved? It stalls because your platform data, knowledge management, and processes aren’t ready.
Now Assist for IT is ServiceNow’s generative AI solution that gives your IT teams natural language understanding, intelligent recommendations, and automated responses. It summarises incidents, suggests resolutions, and powers conversational self-service that actually works. Your agents get faster, your users get answers, and your organisation builds the foundation for AI adoption that regulators and stakeholders can trust. Pulsar delivers Now Assist for IT with the rigour and governance that regulated environments demand. For existing ServiceNow clients, our Luminosity offering assesses and optimises your current ITSM and ITOM processes to maximise AI impact. For greenfield implementations, we build AI capability from the ground up through our MVP model to deliver working functionality that drives measurable value.
What you can expect
Faster ticket resolution and reduced backlog: AI-assisted responses give agents the right answer at the right time
Improved agent productivity: Now Assist surfaces relevant knowledge articles, similar incidents, and suggested solutions
Higher self-service adoption through conversational AI: natural language chat that understands intent and delivers accurate answers
Strengthened auditability and compliance: AI-generated summaries and resolution records support regulatory expectations
Reduced costs through automation: deflect common requests to self-service and automate routine resolutions
From first assessment to full velocity
Assess
Assess AI readiness across platform data, knowledge management, process maturity, governance, and change readiness.
Foundation
Agent-facing AI goes live — incident summarisation, intelligent recommendations, and generative knowledge creation.
Enhance
Extend into conversational self-service and virtual agent capabilities enabling natural language resolution.
Optimise
Advanced capabilities — proactive AI recommendations, automated workflow suggestions, and continuous learning loops.
Related capabilities
Bring Now Assist for IT to your platform
We'll show you exactly what good looks like — with the people who've delivered it before.