George
George questions, answered.
Direct answers about what George does, how he is controlled, where he runs and how he relates to ServiceNow’s own AI.
Last reviewed 11 November 2026. Figures are stated in AUD where they are money.
What is George?
George is an AI colleague that works inside ServiceNow. He picks up work as it arrives, does the reading, routing and writing up, and your people approve it. He works as a service desk analyst, catalog designer, CMDB manager, CSDM architect and ServiceNow developer. George is a service from GlydePath, an Australian ServiceNow consultancy.
What work can George do in ServiceNow?
As a service desk analyst he triages tickets, suggests next steps and drafts knowledge articles from resolved tickets. As a catalog designer he builds catalog items, flows and actions on a development instance. As a CMDB manager he assesses CMDB health, finds duplicate, orphaned and stale items and proposes fixes. As a CSDM architect he drafts CSDM models. As a developer he plans and builds stories on a development instance. A customer can start with one role and add the others later.
Who approves what George does?
A person approves changes before they are saved. In the default Ask mode George shows a confirm card for every write. Approvals are single use, tied to the exact change, and expire after one hour.
Can George change our production instance?
No. In production George can look things up and propose plans, but he does not change configuration. Builds go to a development instance and reach UAT only as an update set that a person loads, previews and commits.
Where is George hosted and where does our data go?
George runs on Amazon Web Services in Sydney (ap-southeast-2), and an organisation-level policy denies AWS actions outside the Sydney and Melbourne regions. Claude models are reached through Amazon Bedrock in Sydney. Image generation is optional and, where an organisation opts in, uses OpenAI’s image models for images only. If you have data residency requirements, talk to us and we will go through them with you.
Which AI models does George use?
George is model-agnostic. Every model call goes through one gateway that supports Anthropic Claude (directly and through Amazon Bedrock), OpenAI, Google Gemini and others, configured per organisation. An organisation can bring its own provider key.
Does George train AI models on our data?
No. George does not train models on customer data. GlydePath’s policy also requires that AI providers offer no-training terms, which are checked at onboarding and each year.
Can George create images, and where does that go?
Image generation and editing are optional. OpenAI is not used for text or customer data. An organisation that wants image capability can opt in to OpenAI’s image models, for images only. An organisation that prefers can leave image generation off.
What credentials does George use in ServiceNow, and do we need extra licences?
When someone chats with George in the ServiceNow widget or in Teams, he uses that person’s own credential, so ServiceNow access rules decide what is returned. A person chatting does not need a ServiceNow role. Autonomous work uses integration users, which are ServiceNow users, so whether they need licences depends on your ServiceNow agreement. Ask your ServiceNow account team.
How is George different from Now Assist?
Now Assist is ServiceNow’s built-in generative AI, sold by ServiceNow and running inside the platform. George is a separate AI colleague from GlydePath that works in ServiceNow from outside, acts as the signed-in person, carries out multi-step work across several roles, and waits for a person to approve changes. They fit together, and George is designed to work alongside Now Assist, not replace it.
Does George replace our team?
No. George returns time to the team. In the value calculator on the George page, hours back are counted as capacity returned, not headcount reduced, and a person approves what George proposes.
Where can I use George?
George is available in a web console, in a chat widget on your ServiceNow portal, in Microsoft Teams, and from the ServiceNow integration queue for unattended work. Email is used for system messages only, not as a chat channel.
How do we start with George?
In five steps. We begin with your own estimates, with no access to your instance needed. We model the value and agree targets together. We run George in Safe mode, where every suggestion is approved by a person. We capture a measured baseline. Then we report progress against the targets, and you choose where George goes next.
- We begin with your own estimates. No access to your instance is needed.
- We model the value and agree targets together.
- We run George in Safe mode, where every suggestion is approved by a person.
- We capture a measured baseline.
- We report progress against the targets, and you choose where George goes next.
How do we estimate the value of George?
Use the value calculator on the George page. It counts the service desk, catalog and developer work using fixed, cautious time-saved estimates and your own volumes and salaries, and it produces a PDF of your numbers. It states assumptions and what it does not count.
Is George certified?
Certification is on our roadmap. GlydePath plans certification to ISO/IEC 27001:2022 in early 2027, followed by ISO/IEC 42001 and SOC 2 during 2027. The technical specification states the controls George is built with.
What does George cost?
Pricing is not published. The value calculator on the George page estimates the value of the time George returns, in AUD, from your own numbers, and a call with GlydePath covers costs and return on investment.
More about George
George is a service from GlydePath Consulting Pty Ltd. ServiceNow and Now Assist are trademarks of ServiceNow, Inc. GlydePath is not affiliated with or endorsed by ServiceNow.