Answer · For CIO, Platform Owner
How do assists work in ServiceNow Otto, and who should govern them?
Short answer
Assists are ServiceNow's AI consumption unit. A simple skill uses one assist, a complex agentic workflow can use 25 or more, and all of it draws on a contracted pool tracked on a 365-day burn-down. Name one owner for the pool, and report use monthly.
Last reviewed Nov 2, 2026
Key takeaways
- 1 assist for a simple skill, 25 or more for agentic flows, on a 365-day burn-down.
- Development use draws on the pool too, and so does an external agent that invokes a Now Assist agent or skill.
- Name an owner, and report by hand until AI Cost Management ships.
Sources
ServiceNow Community
Best Practices in managing AI agents, skills, and assists in ServiceNow
Jul 7, 2026
Open source ↗
Who answered this
GCC Now solution lead. GCC Now™ is the ServiceNow Accelerator by ANSR × inMorphis, a joint venture for global capability centers (GCCs) and GBS organizations.
Assist & License FinOps →Related questions
Does the pool roll over?
The Community post says it resets annually on the contract anniversary. Confirm against your contract.
Who owns the assist budget?
Usually the CIO's organization, with the Platform Owner running it and towers seeing their share.
Put your own numbers against this.
By ANSR × inMorphis. A named lead from each firm joins your first call.