Introduction Think about one of the most common questions we hear everyday: "We know AI Agents are the future, but how do we figure out the right use cases for our organisation?" Most teams don't struggle with enthusiasm for agentic AI — they strug...
A practical guide for ServiceNow professionals who want to understand what MCP is, why it matters, and how to build with it today By Vyoma Gajjar | Senior Principal AI Architect, CEG Autonomous Implementations CoE Start here if you have no idea what...
Most enterprise teams that license AI do not use it. That is not a complaint. It is the most interesting problem in the field right now. The gap between "we have AI" and "AI is working for us" is not a technology gap. It is a decision gap. And onc...
Introduction: Welcome! This article is part of a series from the ServiceNow AI Center of Excellence (CoE) team. Our goal is to help customers implement and adopt AI Agents on ServiceNow. One key challenge when designing AI Agents is eliminating recur...
Agentic AI Adoption Playbook Put AI to Work. For People. A strategic playbook for adopting Now Assist and Agentic AI on the ServiceNow platform, from first activation to enterprise-wide autonomous workflows. Important: This playbook is based o...
The Only AI Project Plan You Actually Need Kelli Abbott ServiceNow Employee | AI Center of Excellence Here's what I wanted to build: a project plan so simple and reliable that it just works. No reinventing the wheel for every engagement. No 47-sli...
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 di...
Based on what we are hearing from lots of customers, you’re probably enthusiastic about AI and Now Assist. It’s a fantastic opportunity to ramp up productivity and give everyone in your organization a great user experience. We have received feedback ...
Why your ITSM agents are closing tickets fast—and teaching your AI nothing Hello value. How to turn your service desk's worst habits into your AI's biggest strengths Welcome to the AI Center of Excellence (CoE) team at ServiceNow. I'm Kelli Abbot...
Your AI Agents Are Starving. Here's How to Feed Them. The three critical configurations per workflow that transform ServiceNow from work tracker to intelligence multiplier - Value unlocked ITSM, CSM, HRSD, ITOM, SecOps, ITAM, & SAM Warning - This i...
Looking under the hood of this feature Introduction In Skill Kit, when creating a custom Skill or updating a cloned one, you may have noticed the ability to add pre-processor and post-processor scripts. The purpose of this article is to shed light on...
In late 2025, MIT captured headlines claiming that “95% of organizations are getting zero return” from GenAI (source: MIT Sloan, State of AI in Business 2025). In my experience working with ServiceNow customers and Customer Success teams, the issue i...
Getting Started with Now Assist Agents: Automating Incident Creation Here's a pattern we see fairly constantly in customer conversations: support teams spend significant chunks of their day on documentation. Every resolved issue means switching conte...
Your Help Desk Team Is Spending 15 Minutes Per Ticket on Documentation Nobody Reads Here's something I see repeatedly in customer conversations: help desk teams close a ticket, then spend another 10-15 minutes writing up what happened. The notes go i...
Unlocking Dynamic Development: How AI Agent Subflow Tools Transform ServiceNow Configuration Welcome to another technical deep-dive from the AI Center of Excellence (CoE) team at ServiceNow. Our mission is to accelerate your AI adoption by sharing ...
Generative AI on ServiceNow: Why Value Is a Continuous Conversation, Not a One-Time Outcome This article is part of a series from the AI Center of Excellence Team at ServiceNow. We've worked with organizations across industries to help them me...
The Queries You’ll Never See How do you know your Virtual Agent or AI Search is working? The answer is usually some version of test a handful of queries, demo it to stakeholders, move to UAT, and assume our tests are a true representation of what o...
Build a Help Desk Agent in 10 Minutes with ServiceNow AI Agents ServiceNow AI Agents lets you build an agent that handles quick IT issues in under 10 minutes. No prompt engineering required. Welcome back to our series from the AI Center of Excellence...
From Go-Live to Get-Value: The Real Work of AI Transformation Welcome back to our series from the AI Center of Excellence (CoE) team at ServiceNow. Through countless advisory and hands-on engagements, we've gathered valuable insights and practical ...
Southern Glazer’s powers efficiency for market growth Southern Glazer's Wine & Spirits cut product launch time from 45 days to just 3 days and saved nearly 500 hours in five months using the ServiceNow AI Platform. See how the leading beverage dist...
