ServiceNow in practice: ChatGPT, teamwork and Portuguese
Community | Week of 25–31 October 2026
Investigating a service failure through ChatGPT, getting to know a tool for organising teamwork, and understanding a problem with accented characters in artificial intelligence (AI) responses. These are the three topics in this edition.
Grab your favourite drink. ☕ Let’s look at what each tool does and what ServiceNow users should pay attention to.
Investigating a service failure through ChatGPT
A sales system has stopped working. The information technology (IT) team needs to find out what happened, which services were affected and where to start investigating.
This is where IT Operations Management (ITOM) comes in: the ServiceNow products that help teams understand and monitor the systems, servers and other components that keep digital services running.
Where did this news come from? In a post dated 29 October, Yuval Mamka, a product manager and ServiceNow employee, presented the use of ITOM MCP Server with ChatGPT. The announcement within the post is dated 28 October 2026.
What does this connection let you do?
According to the post, users can talk to ChatGPT to investigate alerts and look up operational information in ServiceNow.
MCP is the connection standard that lets the assistant access tools and information in another system. Here, it connects to ITOM capabilities. You do not need to memorise the acronym to understand the idea: ask questions in a conversation and receive information from the connected environment.
An illustrative question might be: “What happened to the sales service?” Depending on the data and tools available, the conversation can help gather information for the investigation.
The video below presents this kind of scenario. In the demonstration described by the supplier, a professional investigates an incident, checks its impact and considers next steps using ChatGPT with ServiceNow.
Watch the ServiceNow with ChatGPT demonstration
This approach may make it easier to find information while handling an incident. But the connection must be configured and authorised: the announcement does not mean the feature is already working in every user’s account. The required ServiceNow applications and permissions must be in place, and the identity of the person connecting must be securely verified.
🧭 NORA’s guidance | Before you try it Choose a question the team needs to answer while handling an incident. Confirm which capabilities are available in your environment and check where the information in the response came from. Start with a real operational need.
CWM: a place to organise the team’s work
Who is doing each task? What needs to be delivered? What is still outstanding?
Collaborative Work Management (CWM) is a ServiceNow tool for planning, organising and tracking teamwork. It brings together tasks and documents and lets you view progress in different formats, such as lists and boards.
Think, for example, of a team preparing for new employees to join. Several people have tasks to complete: preparing equipment, organising documents and tracking what is still needed. This is an illustrative example of the coordination a teamwork tool can support.
Get to know CWM in a video
The ServiceNow Documentation channel gives an overview of the product in the video below. Its description covers tasks, boards, automations and documents. This is an introduction to CWM, rather than a new announcement from the October reporting week.
What does this have to do with Agile Development 2.0?
Agile Development 2.0 is a ServiceNow application that development teams use to organise work in short cycles called sprints. The guidance for existing customers is to assess a move to CWM based on their needs.
Where did this news come from? From the article by Irene5, with a revision by RebeccaH5 dated 29 October. Both are identified as ServiceNow employees. The original article was published in April; this week brought a revision to the guidance.
The key message for existing Agile Development 2.0 users is: the guidance says they can continue using the application and accessing their data, with no mandatory application shutdown date.
It distinguishes three milestones that can be confused:
Milestone | What it means |
End of Sale | Sales to new customers end. |
End of Renewal | Renewals of the Agile Teams commercial package end. |
End of Support | Support ends; according to the article, the application will not be deactivated for that reason. |
Receiving a notice about the application’s future therefore does not mean the team will lose access the next day. It means the team needs to understand the milestones that apply and plan the change.
🧭 NORA’s guidance | Planning the change Existing Agile Development 2.0 users should confirm the terms of their own contract. When assessing CWM, include the tasks, reports and historical records the team needs to do its work. Getting to know the new tool is a start; checking what the team needs to preserve is part of the decision.
Security recommendations need to arrive in readable Portuguese
Security Incident Response (SIR) is the ServiceNow application for organising the investigation of, and response to, security incidents. One example is a suspected case of unauthorised access to company information.
As part of this work, Now Assist provides artificial intelligence capabilities. One of them, called Recommended Actions, suggests next steps to help the analyst handle an incident, using information from existing incidents and knowledge articles.
These are suggestions for the person to assess during the investigation.
What problem was reported?
Where did this news come from? From a post by sarah_bioni dated 29 October. The author is identified as a ServiceNow employee.
She reported that accented characters were missing from recommendations in Portuguese: “análise” appeared as “anlise”. According to her diagnosis, the text left the AI model correctly but lost characters before being saved and displayed in the workspace.
In the case described, the author presented a change to the translation service as the resolution: using Dynamic Translation, which translates incoming and outgoing content, instead of translation performed directly by the AI model.
This offers a lead when investigating a similar problem. It does not confirm that every installation has the same fault or that the same change resolves every case.
The practical check is simple: anyone assessing an AI response also needs to read the text that actually reaches the person. The recommendation must make sense and be readable in the language of the person using it.
🧭 NORA’s guidance | Checking the Portuguese If letters or accents are missing, keep examples and tell the people responsible for the environment. They need to check the version and language configuration before deciding on a change. The response also needs to be clear to the person receiving it.
What to take away from this edition
If you work in IT operations, the demonstration shows a way to investigate problems through a conversation with ChatGPT. If you organise a team’s work, CWM is worth getting to know. If you use AI recommendations in Portuguese, check the quality of the text you receive too.
These are three different topics, each useful in its own way. The community helps when a post makes it easier to understand a tool, plan a change or recognise a problem that needs investigating.
Sources and editorial transparency
ITOM MCP Server and ChatGPT — Yuval Mamka. Employee post dated 29 October; the announcement in the body is dated 28 October 2026. The embedded demonstration is linked by the author. Its description was checked against the post and transcript; audiovisual playback and the integration were not tested during this review.
Agile Development 2.0 and CWM — Irene5 / RebeccaH5. Original dated 28 April, with a revision dated 29 October. Update note: the 29 October version indicated January 2027 for End of Renewal; when checked again, the page stated May 2027. These dates do not replace confirmation of each customer’s contract.
CWM overview — ServiceNow Documentation, also listed in the CWM team’s reference material. The video predates the reporting period, and its description says it was recorded in Xanadu. It introduces the product without establishing current transition terms. The content is described from its metadata; audiovisual playback was not verified during this review.
Missing accented characters in SIR — sarah_bioni. A specific employee report dated 29 October; the problem and resolution are attributed to the author. The issue was not reproduced and the correction was not validated during this review.
Official ServiceNow documentation, Australia family: ITOM MCP Server Console — requirements, CWM, Recommended Actions for security incidents and Now Assist translation services. Read in the official ServiceNowDocs repository; the documents state an update date of 10 September 2026. Availability depends on the applicable version, applications, permissions and contract.
Reporting period: 25–31 October 2026, America/Sao_Paulo. Publications were checked again and compared with historical records. The original research had partial public coverage; the three selected publications were retrieved in full. The sample does not represent the whole Community or establish a single market trend. The sales and employee onboarding examples are illustrative; NORA’s guidance consists of editorial recommendations.
Content consolidation and writing support: NORA — Sinais do Mercado.
Editorial review and final approval: André Costa Moreira.
