Dear all
I’m looking for ServiceNow community feedback to shape AI Decision Intelligence, which helps ServiceNow customers better understand the AI-to-value proposition, select better LLMs for their use cases, and measure the value they get from AI capabilities used in ServiceNow.
The idea came from a problem where companies can’t clearly establish ROI or value in general from AI utilization. Relying on token spending is cumbersome, and comparing it to value is almost impossible. Managers need a tool that speaks their language, and tokens are not the proper vocabulary.
I have been building a solution on ServiceNow that does not replace ServiceNow AI Control Tower or ServiceNow’s native governance capabilities but it extends them by acting as an independent referee and coach for AI decisions.
It currently brings together three connected areas:
- Understanding AI Inventory on your instance - an automated, structured overview of the AI capabilities native to ServiceNow, the business activities, connected AI providers, and available models - including gaps in configuration, ownership, pricing, and evidence.
- AI Model Comparison - customers can compare different models (LLMs native to ServiceNow and external models) that are suitable for a particular business activity, going beyond general benchmarks to consider factors such as output quality, latency, cost, the need for human review, and organizational feedback.
- Business Value Hub includes metrics such as Velocity of Value, Use-Case Heat Map, LLM adoption, effectiveness, user feedback (in the future, a global report showing which ServiceNow use cases, and in combination with which models, work most effectively), correction effort, cost, and actual outcomes.
I am seeking feedback on whether this direction is valuable for ServiceNow users.
I am grateful for any feedback
Thank you, and have a great day
Jakub
