NowAssist Implementation usecases

[Jyo090]

Hi All,

We are planning to implement NowAssist in my account. my main focus on ITSM. how you start preparing use cases which data we have to analyse and come up with use cases. which of the modules we need to consider.

[Dr Atul G- LNG]

Hi @Jyo090 

https://www.servicenow.com/community/developer-forum/gen-ai-now-assist-three-itsm-use-cases/m-p/3039...

There are many ways to start Now Assist (Gen AI) journey. The first step to understand the landscape or uses cases for them you want to implement Now Assist.  You can do use manual analysis or use ServiceNow Automation discovery or process mining tool. As part of implementation you can start with OOTB use cases which are mainly in below category for ITSM module:

• Summarization
• Incident assist
• Incident Summarization
• Resolution notes generation
• Chat Summarization
• Sidebar discussion summarization
• Chat and Email reply recommendation

• Generate
• KB generation
• Search
• Now Assist in AI search and summary
• Q&A through Virtual Agent

https://www.youtube.com/watch?v=x0rphCTJmdM

https://www.servicenow.com/community/now-assist-articles/ai-agent-practical-implementation-lessons-f...

https://www.servicenow.com/community/virtual-agent-forum/now-assist-for-itsm-transforming-it-with-ge...

[SohamTipnis]

Hi @Jyo090,

You can start watching this Now Assist for IT Service Management (ITSM) Essentials course:

https://learning.servicenow.com/lxp/en/it-service-management/now-assist-for-it-service-management-it...

This course will give you a great start, as I myself am currently exploring this course, and I use the Lab Instance for practice purposes. This lab instance will help you with the hands-on practice in Now Assist. This will be enough, and you can also refer to these articles of Now Assist:

https://www.servicenow.com/docs/r/intelligent-experiences/platform-now-assist-landing.html

https://www.servicenow.com/docs/r/it-service-management/now-assist-for-it-service-management-itsm/co...

https://www.servicenow.com/docs/r/it-service-management/now-assist-for-it-service-management-itsm/us...

https://www.servicenow.com/docs/r/it-service-management/now-assist-for-it-service-management-itsm/no...

You can go through this article, which was written from what I learned from the course. You can also refer to this article:

https://www.servicenow.com/community/virtual-agent-forum/now-assist-for-itsm-transforming-it-with-ge...

If you find my answer useful, please mark it as Helpful and Correct. ‌‌‌‌‌‌‌😊

Regards,
Soham Tipnis
ServiceNow Developer ||  Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10

[Aditya_hublikar]

Hello @Jyo090 ,

Now assist capabilities are not available in a PDI. However, you can practice them using a ServiceNow University lab instance, where you also get exposure to more real-world implementation scenarios.

Please refer to the below thread. It mentions the relevant courses that can help you practice Agentic AI as part of the Lift Off challenge:

https://www.servicenow.com/community/developer-forum/please-share-pathway-fo-ai-learning-in-servicen...

You can refer this thread also for use cases :

https://www.servicenow.com/community/ask-the-experts-events/ask-the-experts-agentic-ai-use-cases/ev-...

If this helps you then mark it as helpful and accept as solution.

Regards,

Aditya