CEG AI Center of Excellence (CoE) Quick Start Guide

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About the AI Center of Excellence team 

Welcome to our community article series from the Customer Excellence Group (CEG) AI Center of Excellence (AI CoE) team at ServiceNow. We're a group of AI strategists, architects, and practitioners who work directly with customers navigating their AI journeys—from early exploration through enterprise-scale deployment. 

Our team sits at the intersection of strategy and implementation. We've helped organizations identify their first AI agent use cases, worked through the technical challenges of building agentic workflows, optimized AI Search configurations to actually return the results users need, and supported leaders in establishing governance frameworks that accelerate (rather than slow down) adoption. Along the way, we've learned what works, what doesn't, and what questions tend to surface again and again. 

This article and video series is our way of sharing those lessons with the broader ServiceNow community. We're not writing from a theoretical perspective—these insights come from real engagements, real challenges, and real wins. Whether you're a leader evaluating where AI agents fit into your strategy, an architect designing your first agentic workflow, a developer building tools and triggers, or an admin trying to figure out why your search results aren't surfacing the right content, we've written these articles with you in mind. 

We also know that AI is evolving fast, and so is our collective understanding of how to use it well. That's why we're committed to updating these articles as we learn more and as the platform evolves.  

If you have questions, feedback, or your own lessons to share, drop them in the comments—we're here to learn alongside you. 

We're continuing to add to this series, so check back for new articles and videos on topics like organizational change management, scalability considerations, and advanced implementation patterns.