Hi everyone!
As organizations grow and their IT landscapes become more complex, the demand for efficient and intelligent IT service management is at an all-time high. ServiceNow’s Now Assist for IT Service Management (ITSM) steps in to address these challenges, integrating generative AI capabilities directly into IT support workflows to improve productivity and streamline support processes. In this blog, we’ll explore some key features of Now Assist for ITSM.
Understanding Now Assist for ITSM
ServiceNow's Now Assist for ITSM reduces reliance on manual processes, streamlining and optimizing IT operations. This leads to an enhanced self-service experience for requesters and boosts productivity for agents.
The solution primarily benefits two key personas in an organization: the requester (end-user) and the agent. Here’s a look at how Now Assist supports each.
Enhancing the Self-Service Experience
End-users often face routine IT issues, such as trouble connecting to a VPN or needing access to specific software. Traditionally, these minor requests would require agent intervention, consuming time and resources. However, with Now Assist:
- Now Assist in Search: A simple search like "How to configure VPN for Apple devices" returns a quick snippet of information that saves time and eliminated an extra click. In my experience, this single click can often mean the difference between quickly resolving an issue or needing to create a new ticket.
- Now Assist in Virtual Agent: Users can request items (like software access) directly through the virtual agent even if there is NO TOPIC configured for the use case.
This self-service support reduces ticket volumes, allowing agents to focus on more complex issues.
Boosting Agent Productivity
Now Assist equips IT agents with powerful AI-driven tools that accelerate and streamline the support process, including:
- Chat Summarization: When a user requests help from an agent, Now Assist summarizes the chat history, so agents quickly understand the context without reading through the entire chat.
- Reply Recommendations: Agents can use Now Assist-suggested responses to engage with users, with options to elaborate or shorten replies based on the situation.
- Task Summarization: For IT agents, Now Assist provides instant task summaries, allowing them to understand new or old tasks quickly without reviewing entire conversation histories.
- Resolution Notes Generation: At the end of a task, agents can generate resolution notes automatically using Now Assist. This ensures consistent, high-quality notes while saving agents the effort of manual documentation.
- Knowledge Generation: After resolving an issue, agents can instantly generate a knowledge article based on the resolution, making it available for future reference.
Key Takeaways
Now Assist for ITSM brings a new level of efficiency to IT service management. By combining AI-powered self-service for requesters and productivity tools for agents, it reduces the need for manual processes, optimizes support workflows, and creates a more seamless IT support experience.
Whether you’re looking to improve your organization's self-service capabilities or empower your IT agents with smarter tools, Now Assist for ITSM is a powerful addition to the ServiceNow platform that can help you achieve those goals.
To see these features in action, check out the full demo in the video below
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