Now Assist for ITSM: Key Use Cases
Now Assist for ITSM, integrated into the ServiceNow platform, leverages Now LLM to optimize IT Service Management (ITSM) operations. Now Assist for ITSM is a great capability for reduced MTTR, increased efficiency and enhanced user experience.
Thre three simple use cases to get started are
1. Incident Summarization - Quite useful when an incident is read by Live Agent or transferred from one Live Agent to Another live agent.
2. Resolution Notes Generation - Useful to improve the quality of incident documentation, a good resolution notes can be also used for predictive analysis, problem management and other data analysis.
3. Chat Summarization - similar to incident summarization, very useful for handoff from virtual agent to agent, or agent to agent.
Setting up Now Assist for ITSM
1. Install latest Now Assist for ITSM plugin from Application Manager.
2. Navigate to Now Assist -> Home
3. Click on setting and turn on Now Assist Panel
4. Once Enabled, go to Features and Skills to configure ITSM Capabilities
5. Select the technology tab under now assist featuers and view the features available. Note that the default value in
‘Select Product’ is ITSM. The two features available for ITSM are Chat Assist and Incident
Assist
6. From here you can activate skills related to all the three use cases, both resoultion notes generation and incident summarization are part of incident assist and chat summarization is part of chat assist. There are few options with in those two capabilities which needs to be configured as well.
Once the Now Assist is Setup, you are ready to test it.
Use Case 1: Chat Summarization
In my lab instance, I already had two users which I used to test, David loo (Agent) and David Miller (Employee). In order to test these in the same PC, you need to open one of the instance in Incognito mode and another in normal browser. And Login in both of them.
1. Impersonate employee David Miller and navigate to the employee center
2. Start a conversation with the Virtual Agent by selecting a topic from the show me
everything list
3. In another incognito window, log-in as David Loo and open Service Operations
Workspace
a. Make yourself Available as David Loo
Back in the employee window (David Miller), go through the conversation and after a
few back and fourths select the three dots to be connected to a Live Agent
As David Loo, when the incoming interaction comes through,
accept the conversation
6. Immediately there will be a summary of the entire conversation between the Virtual
Agent and Employee
Use Case 2&3: Incident Summarization and Resolution Notes Generation
Create an incident as David Miller. in Another window login as David Loo
1. Short Description: Microsoft Excel is not working properly.
2. Description: I am having issues with Microsoft Excel, it is very slow in loading, and most of the time the formulaes don't calculate automatically, the data does not load properly and the fonts are too small to read. I have an important meeting to prep for and need to perform financial analysis. I can’t do that with. As a financial analyst, I need to use this capability.
3. As David Loo (Agent) you would notice that incident is not summarised by now assist, because it doesn't have enough text, Now assist needs minimum of 200 words to summarise. So we need to provide more info.
3. Enter the following comments as the respective personas in the order shown below:
a. David Loo : Hi David, are you using a Mac or a Windows?
b. David Miller: I am Using a Windows.
c. David Loo: Can you please help me understand what you’ve tried so far?
d. David Miller: I tried to restart Microsoft Office.
e. David Loo: Thanks, David. Can you please try upgrading your Office 365 using
self-service?
f. David Miller: Just tried. Didn’t work
g. David Loo: Ok, Can you please try to clear the Temp files from your PC and then upgrade the office 365.
h. David Miller - Wow this worked.
Select the incident summarize button after the notes above have been entered, on the similar incident, click on resolve and you should see resolution notes generated by Now Assist.
