Now Assist for ITSM Capabilities Overview

[Jeff Fox]

In our last article, we gave you an overview of how Now Assist for ITSM benefits your organization.  In this article we’re going deeper and will tell you how Now Assist for ITSM works and its key features.  Let's start with a quick introduction of ServiceNow’s Large Language Model (NowLLM for short).  At their core, LLMs have 3 core capabilities: 

1. Understand Context & Intent: understand context, intent and sentiment of the person making a request.
2. Synthesize Information: Summarize long and complex text into something consumable
3. Generate Content: Generating content with specified input

We use these core capabilities to help Requestors and Agents become more efficient with the following features:

1. Generated Answers: Requestors self-serve more when their questions are connected with answers generated from KB articles.
2. Conversational Catalogs: Requestors requests are resolved faster (reduced MTTR) when they're connected with the right catalog items and are able to populate them conversationally. 
3. Chat Summarization: Generated summaries of chat transcripts reduce MTTR by helping Agents get up to speed quickly and pickup where the last Agent (or Virtual Agent) left off.
4. Incident Summarization: Generated summaries help reduce MTTR by making handoffs between Agents smooth and ensuring questions or triaging steps are not mistakenly repeated.
5. Resolution Notes Generation: MTTR is reduced when Agents reference quality Resolution Notes generated by the NowLLM in their efforts to resolve similar Incidents.
6. Knowledge Article Generation:  Self-Service increases with Knowledge articles generated by the Now LLM from incident contents.  

To see more on how Now Assist for ITSM drives efficiency for your employees and agents in your organization's IT Service Management, and check implementation details, see Implement in 15: Now Assist for ITSM - Virtual Agent and Incident Management (March 2024).