Rahul is spot on with the math, we did a high level business case first but then refined it down to cover the different use case, similar to Rahul's math.

- Incident Summarization, Resolution Notes Generation, Chat Summarization and Knowledge Generation.

For L2/L3 Incidents with more than one re-assignment we double the time saving as looking at the data with re-assignments there are more work notes and hand-offs between teams, so assume double time savings with Incident Summarization.

For Knowledge Generation, use average of new KBs L1 creates annually and assume 50% could be auto generated from the Incident and time saving of one hour per KB.

As ServiceNow extends NOW Assist into other ITSM applications, at this point we documented those as unquantified benefits.

We're seeing similar value with NOW Creator, it started with Text-To-Code, but now we also have access to Text-To-Flow, Text-To-App as ServiceNow continues to add more features for the same product which should be considered as part of the business case as more features will continue to be rolled out for NOW Creator, NOW Assist...

Exciting times to see GenAI capabilities in the ServiceNow platform 😀

If you're living in Florida, we are hosting a SNUG in West Palm Beach on October 1st and them is Gen AI, if you are available to join us, register at link below.

Register Here

Regards/Tony