Webinar Recap - AIOps unlocked: Strategies for success, powered by GenAI

[Usman Sindhu]

During our June 6^th AIOps strategies webinar, we explored how the ServiceNow Digital Technologies team, responsible for managing IT, implemented our own ServiceNow AIOps solution to manage projects more efficiently, correlate events, detect anomalies, and resolve problems faster.

We also showed you how we’re putting GenAI to work using Now Assist, ServiceNow’s Generative AI solution to drive measurable value for employees, agents, and engineers.

Watch now on demand.

Below, we’ve included our live audience Q&A.

To learn more about AIOps and Now Assist, watch the webinar and reach out to us or your account team.

1. Question: Can you list the apps that are supported for AIOps?
• Answer: AIOps covers the ITOM AIOps Enterprise package. It would be best to have at least Event Management and Health Log Analytics.  
2. Question: I love AIOps and can't wait to roll out ITOM at our company. Does ServiceNow have its monitoring tool, or is HLA an ingestion tool?
• Answer: Health Log Analytics ingestion is in play here – however, you can always bring other data sources into Health Log Analytics. Integration Launchpad makes it easy to integrate other monitoring sources. With Now LLM part of the solution, a well-defined knowledge management and incident management (well-defined resolution notes) will help as part of the continuous methodology.
3. Question: Can Now Assist read knowledge articles, operation documentation, slack conversations, teams conversations and build up knowledge from other non-structured data?
• Answer: Now Assist search does exactly that. Since Now LLM is being used for it, the ability to scan through the knowledge articles will help. The integrations with Copilot (SharePoint and other toolkit from Microsoft), which are part of our roadmap and new feature releases, will help expand that to Teams conversations, SharePoint documents, and such.
4. Question: What Gen AI back-end is ServiceNow doing - your own or something like OpenAI?
• Answer: Everything mentioned here for ServiceNow's internal implementation is NOW platform's LLM - NOW LLM.
5. Question: Playbooks can be used to talk to any downstream automation tools like Ansible, Rundeck, etc.?
• Answer: You can definitely explore investigation frameworks and create playbooks using them as an integration framework. These playbooks can integrate with various tools, such as Ansible and Rundeck.
6. Question: What is the workflow at SN for knowledge governance and approval?
• Answer: We have orchestrated our architecture review, and it is now a workflow! It could be a separate discussion outside of AIOps. Please talk to your sales rep to get on a "Now on Now" call with one of us here.
7. Question: What ServiceNow components do we need to set up correctly to leverage AI well? e.g., CMDB, parts of the Common Services Data Model, etc.
• Answer: Data foundation is essential for your AIOps to work well, including CMDB, Discovery, and data foundation. However, you don’t require CMDB to start AIOps.
8. Question: How much of the correlation requires rules, compared to how much correlation can be based on machine learning and not require pre-configured rules?
• Answer: Event Management uses static and dynamic rules (based on tags and service-based discovery). Depending on your environment, you could use either or both.
9. Question: We typically have existing knowledge articles. Do we need to modify them for Now Assist to use it for a solution like adding keywords, related services, etc?
• Answer: The Now LLM uses the existing KBs for the GenAI search.

Recap: Thanks to all the speakers and contributors to this webinar: Madhuri Manikonda, Anu Arora, and Jason Smith. If you have any questions, reach out to us. You can also visit ServiceNow’s ITOM product page to learn more.