Hi Community,
With AI becoming more integrated into ServiceNow, I’ve been reflecting on where it truly adds value based on my personal learning projects in a Personal Developer Instance.
A few practical areas where AI can realistically help:
• Case or incident categorization and routing
• Identifying patterns in recurring issues
• Assisting change risk evaluation
• Generating knowledge article suggestions
• Highlighting anomalies in workflow behavior
At the same time, I’ve learned that not everything should be automated. Governance, traceability, and human checkpoints remain critical.
This was part of a self-initiated learning exploration, but it reinforced that AI works best when it supports decision-making rather than replaces it entirely.
Question to the community:
Where have you seen AI deliver the most practical value in your ServiceNow implementations?
Looking forward to hearing your experiences.
