Now Assist - Are you ready to adopt it?

[anubhavkapoor76]

**This article was not written by AI. However AI was used to edit the content for clarity.**

So you want to start with your AI journey, but everything seems overwhelming – you’re not sure where to start. Let me give you a quick overview of a step-by-step approach that can help.

"Before adopting healthy habits, you should start breaking the bad habits!!"

Assessment of current state

As they say - you cannot improve what you cannot measure. So the evaluation of the current state of your process and instance health is critical to ensure success on your AI journey. How this assessment piece can be achieved:

1. ServiceNow Offerings : If you have ServiceNow Impact, then you can access GenAI accelerators. And if you don’t, you can have a conversation with our Expert Services team, as we offer this service for a fee.

      2.Assessment apps : There are various accelerators assessment applications available on the ServiceNow store to perform that assessment for you. Good thing - they are expanding on all set of applications with each major release of their own.

      3. Manual Assessment : This is where the power of ServiceNow admin comes in 💪 ! ServiceNow Consultant/admin can weigh in and performance the state-of-the art evaluation of your platform. Results are to be evaluated in a couple of segments:

1. What's going WRONG: That can be corrected by Now Assist skill. Recommendation of skill by the finding on your instance.
2. What's going RIGHT: Things which are going in the right direction and are ready to be implemented for Now Assist products to take advantage of.

If you would like to know how to perform the manual assessment, post a comment below 👇 and I will be happy to write an article on that topic 👍

Once the above assessments have been performed, analyze the findings and be ready to implement Now Assist!

Change the way you DO things

 "Change is inevitable" and they say it for the benefit of our ecosystem - to keep moving. If you do not change the way you do things, you will be outdated! Based on your findings from the above assessment, you need to group on the areas to focus.

Example - Whenever we talk about the Standard Operation Procedures (SOP's) for the agents of ServiceDesk, we talk about:

• Capturing journal fields with adequate information - ideal use case for Now Assist skill -Incident summarization

• Capturing 'close notes' effectively - ideal use case for Now Assist skill - Resolution Notes generation
• Attaching Knowledge article to the record in work - so that it could be leveraged by another agent working on a similar ticket tomorrow or may be self-service (even better!) - ideal use case for Now Assist skill - Knowledge generation

• Take a look at your OCM practices to see where those processes could be improved - e.g. filling in at least 50 words in close notes.

Read here to know more about the skills in each workflow.

Train the team on Now Assist skill(s)

The training falls into a couple of buckets:

1. Now Assist training for Developer(s) - These are training sets for admins and developers to configure Now Assist. They should also be keeping an eye for all the latest and greatest features to keep themselves updated (that’s better for the organization)

1. Usability training for agents/other team members - These are training sessions/materials conducted for people who would be leveraging Now Assist skills for their own use to resolve/work on the platform.

I hope you had fun reading this article! Connect with me here on LinkedIn for social networking.

𝘗𝘚: 𝘝𝘪𝘦𝘸𝘴 𝘢𝘳𝘦 𝘮𝘺 𝘰𝘸𝘯, 𝘢𝘯𝘥 𝘥𝘰 𝘯𝘰𝘵 𝘳𝘦𝘱𝘳𝘦𝘴𝘦𝘯𝘵 𝘮𝘺 𝘵𝘦𝘢𝘮, 𝘦𝘮𝘱𝘭𝘰𝘺𝘦𝘳, 𝘱𝘢𝘳𝘵𝘯𝘦𝘳𝘴, 𝘰𝘳 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳𝘴.