post MVP Insights: Agentic AI in Action - The Self-Evolving Service Catalog in The Community Week Blog https://www.servicenow.com/community/the-community-week-blog/mvp-insights-agentic-ai-in-action-the-self-evolving-service/ba-p/3421439 <H4><STRONG><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="This Community Week Livestream will begin shortly! (12).png" style="width: 999px;"><img src="https://www.servicenow.com/community/image/serverpage/image-id/481261i52FBB56D3E974486/image-size/large?v=v2&amp;px=999" role="button" title="This Community Week Livestream will begin shortly! (12).png" alt="This Community Week Livestream will begin shortly! (12).png" /></span></STRONG></H4> <H4>&nbsp;</H4> <H4 id="toc-hId-1826719056"><STRONG>Welcome to our Community Week MVP Insights series!&nbsp;Join ServiceNow MVP Ravi Gaurav as he discusses an idea he has around ServiceNow Agentic AI and self-managing catalogs.</STRONG></H4> <HR data-start="1319" data-end="1322" /> <H1 id="toc-hId-1115864500">&nbsp;</H1> <H2 aria-level="2"><STRONG><SPAN data-contrast="none">Introduction</SPAN></STRONG><SPAN data-ccp-props="{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:200,&quot;335559739&quot;:0}">&nbsp;</SPAN></H2> <P>&nbsp;</P> <P><SPAN data-contrast="auto">Most service catalogs in ServiceNow are static. They rely on manual updates from admins and often become cluttered with duplicate or outdated items. Over time, this makes the user experience harder, not easier.</SPAN><SPAN>&nbsp;<BR /></SPAN><SPAN>&nbsp;<BR /></SPAN><SPAN data-contrast="auto">I started thinking about what it would take for a catalog to manage itself. What if it could learn from how people use it and improve on&nbsp;its&nbsp;own? That idea led to what I call the “self-evolving service catalog,” powered by Agentic AI.</SPAN><SPAN data-ccp-props="{}">&nbsp;</SPAN></P> <P>&nbsp;</P> <P>&nbsp;</P> <H2 aria-level="2"><STRONG><SPAN data-contrast="none">The Idea</SPAN></STRONG><SPAN data-ccp-props="{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:200,&quot;335559739&quot;:0}">&nbsp;</SPAN></H2> <P>&nbsp;</P> <P><SPAN data-contrast="auto">The goal is simple: make the catalog smarter over time.&nbsp;Instead of waiting for someone to clean up old items or create new ones, AI can observe how users interact with the catalog and take action automatically.</SPAN><SPAN data-ccp-props="{}">&nbsp;</SPAN></P> <P>&nbsp;</P> <P><SPAN data-contrast="auto">Here’s&nbsp;how it would work:</SPAN><SPAN data-ccp-props="{}">&nbsp;</SPAN></P> <P>&nbsp;</P> <UL> <LI><SPAN data-contrast="auto"> Track which catalog items are requested most often, and which are never used.</SPAN><SPAN data-ccp-props="{}">&nbsp;</SPAN></LI> <LI><SPAN data-contrast="auto"> Notice repeated manual requests that could be turned into new catalog items.</SPAN><SPAN data-ccp-props="{}">&nbsp;</SPAN></LI> <LI><SPAN data-contrast="auto"> Suggest updates to forms, categories, or keywords based on how users search.</SPAN><SPAN data-ccp-props="{}">&nbsp;</SPAN></LI> <LI><SPAN data-contrast="auto"> Flag outdated items or create draft versions of new ones for admin review.</SPAN><SPAN data-ccp-props="{}">&nbsp;</SPAN></LI> </UL> <P>&nbsp;</P> <P><SPAN data-contrast="auto">The catalog&nbsp;doesn’t&nbsp;publish changes on its own. It recommends, learns, and proposes improvements. Admins still stay in control.</SPAN><SPAN data-ccp-props="{}">&nbsp;</SPAN></P> <P>&nbsp;</P> <P>&nbsp;</P> <H2 aria-level="2"><STRONG><SPAN data-contrast="none">How It Works</SPAN></STRONG><SPAN data-ccp-props="{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:200,&quot;335559739&quot;:0}">&nbsp;</SPAN></H2> <P>&nbsp;</P> <P><SPAN data-contrast="auto">The system connects four main parts:</SPAN><SPAN>&nbsp;</SPAN></P> <P><SPAN><BR /></SPAN><SPAN data-contrast="auto">1. Data source – It reviews records from requests, catalogs, and Virtual Agent conversations.</SPAN><SPAN>&nbsp;<BR /></SPAN><SPAN data-contrast="auto">2. AI engine – A Script Include called&nbsp;AgenticAICatalog&nbsp;looks at user text and finds intent or similar patterns.</SPAN><SPAN>&nbsp;<BR /></SPAN><SPAN data-contrast="auto">3. Automation layer – Flow Designer updates item data or generates draft entries.</SPAN><SPAN>&nbsp;<BR /></SPAN><SPAN data-contrast="auto">4. Governance – Admins approve suggestions before anything goes live.</SPAN><SPAN>&nbsp;<BR /></SPAN><SPAN>&nbsp;<BR /></SPAN><SPAN data-contrast="auto">This balance keeps the setup intelligent but accountable.</SPAN><SPAN data-ccp-props="{}">&nbsp;</SPAN></P> <P>&nbsp;</P> <P>&nbsp;</P> <P>&nbsp;</P> <P>&nbsp;</P> <H2 aria-level="2"><STRONG><SPAN data-contrast="none">Example Scenario</SPAN></STRONG><SPAN data-ccp-props="{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:200,&quot;335559739&quot;:0}">&nbsp;</SPAN></H2> <P>&nbsp;</P> <P><SPAN data-contrast="auto">A user opens the portal and types “Need a dual-monitor laptop.” The AI checks the catalog. If it finds nothing similar, it automatically creates a draft for a new catalog item and notifies the admin.</SPAN><SPAN>&nbsp;<BR /></SPAN><SPAN>&nbsp;<BR /></SPAN><SPAN data-contrast="auto">The admin reviews the AI suggestion, edits if needed, and approves it. The next time someone makes a similar request, the catalog already has a ready-to-use item.</SPAN><SPAN data-ccp-props="{}">&nbsp;</SPAN></P> <P>&nbsp;</P> <P>&nbsp;</P> <H2 aria-level="2"><STRONG><SPAN data-contrast="none">Why It Matters</SPAN></STRONG><SPAN data-ccp-props="{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:200,&quot;335559739&quot;:0}">&nbsp;</SPAN></H2> <P>&nbsp;</P> <P><SPAN data-contrast="auto">This approach shifts ServiceNow from being a platform that reacts to requests to one that learns from them.</SPAN><SPAN>&nbsp;<BR /></SPAN><SPAN>&nbsp;<BR /></SPAN><SPAN data-contrast="auto">A self-evolving catalog could:</SPAN><SPAN>&nbsp;</SPAN></P> <P>&nbsp;</P> <UL> <LI><SPAN data-contrast="auto">Cut catalog maintenance work by more than half</SPAN><SPAN>&nbsp;</SPAN></LI> <LI><SPAN data-contrast="auto">Improve accuracy in user searches</SPAN><SPAN>&nbsp;</SPAN></LI> <LI><SPAN data-contrast="auto">Keep services up to date without constant admin intervention</SPAN><SPAN>&nbsp;</SPAN></LI> <LI><SPAN data-contrast="auto">Help organizations respond faster to changing needs.</SPAN></LI> </UL> <P>&nbsp;</P> <P><SPAN data-contrast="auto">Admins still decide what gets published, but AI handles the routine discovery and cleanup.</SPAN><SPAN data-ccp-props="{}">&nbsp;</SPAN></P> <P>&nbsp;</P> <P>&nbsp;</P> <H2 aria-level="2"><STRONG>What Comes Next</STRONG>&nbsp;</H2> <P>&nbsp;</P> <P><SPAN data-contrast="auto">In future iterations, this setup can:</SPAN><SPAN>&nbsp;</SPAN></P> <P>&nbsp;</P> <UL> <LI><SPAN data-contrast="auto">Integrate Now Assist for richer recommendations</SPAN><SPAN>&nbsp;</SPAN></LI> <LI><SPAN data-contrast="auto">Use feedback from fulfilled requests to fine-tune AI suggestions</SPAN><SPAN>&nbsp;</SPAN></LI> <LI><SPAN data-contrast="auto">Support multiple languages for global catalog use</SPAN><SPAN data-ccp-props="{}">&nbsp;</SPAN></LI> </UL> <P>&nbsp;</P> <P>&nbsp;</P> <H2 aria-level="2"><STRONG><SPAN data-contrast="none">Final Thought</SPAN></STRONG><SPAN data-ccp-props="{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:200,&quot;335559739&quot;:0}">&nbsp;</SPAN></H2> <P aria-level="2">&nbsp;</P> <P><LI-WRAPPER></LI-WRAPPER></P> <P><SPAN data-contrast="auto">AI in ServiceNow&nbsp;isn’t&nbsp;just about automation.&nbsp;It’s&nbsp;about building systems that learn and adapt from experience. The self-evolving catalog is one small step toward a platform that helps teams work smarter every day.</SPAN><SPAN data-ccp-props="{}">&nbsp;</SPAN></P> <P>&nbsp;</P> <P><SPAN data-ccp-props="{}"><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="undefined.png" style="width: 999px;"><img src="https://www.servicenow.com/community/image/serverpage/image-id/481260i329B126C7398D1CC/image-size/large?v=v2&amp;px=999" role="button" title="undefined.png" alt="undefined.png" /></span></SPAN></P> <P>&nbsp;</P> <HR data-start="1319" data-end="1322" /> <P><EM>Questions for Ravi? Leave them in the comments! Mark this post as helpful if you found it as such!</EM></P> <P>&nbsp;</P> <P><A href="https://www.linkedin.com/in/ravi-gaurav-a67542aa/" target="_blank" rel="nofollow noopener noreferrer"><EM>Connect with Ravi here!</EM></A></P> Fri, 07 Nov 2025 20:36:31 GMT Ravi Gaurav 2025-11-07T20:36:31Z MVP Insights: Agentic AI in Action - The Self-Evolving Service Catalog https://www.servicenow.com/community/the-community-week-blog/mvp-insights-agentic-ai-in-action-the-self-evolving-service/ba-p/3421439 <P>Welcome to our Community Week MVP Insights series!&nbsp;Join ServiceNow MVP Ravi Gaurav as he discusses an idea he has around ServiceNow Agentic AI and self-managing catalogs.</P> Fri, 07 Nov 2025 20:36:31 GMT https://www.servicenow.com/community/the-community-week-blog/mvp-insights-agentic-ai-in-action-the-self-evolving-service/ba-p/3421439 Ravi Gaurav 2025-11-07T20:36:31Z Re: MVP Insights: Agentic AI in Action - The Self-Evolving Service Catalog https://www.servicenow.com/community/the-community-week-blog/mvp-insights-agentic-ai-in-action-the-self-evolving-service/bc-p/3501100#M182 <P>This is great. Thanks for sharing the info in concise manner. Really appreciate it.</P> Wed, 04 Mar 2026 04:50:39 GMT https://www.servicenow.com/community/the-community-week-blog/mvp-insights-agentic-ai-in-action-the-self-evolving-service/bc-p/3501100#M182 BhartiK 2026-03-04T04:50:39Z