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3 weeks ago
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.
Solved! Go to Solution.
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3 weeks ago
Hi @srikanthmadabhu,
could you possibly explain how did you manage to have AI capabilities in your PDI? :))))
100 % GlideFather experience and 0 % generative AI
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3 weeks ago
Here your are talking about two kinds of AI.
GenAI
Agentic AI.
Like wise your GEN AI use cases , similar kind of Use cases we have which we have implemented for Global Service Desk.
Now a Days NowAssist support for each and every modules are like NowAssist for ITSM, NowAssist for CSM etc which enhances service quality with AI-driven insights, such as drafting tickets(like incident) responses, summarizing complex tickets, and enabling conversational searches.
Key benefits include faster resolution times, improved self-service, and automated content generation for knowledge articles
Now when you are thinking about decision-making , here you are talking about Agentic AI.
sample use cases : check in community post : https://www.servicenow.com/community/now-assist-forum/use-cases-for-ai-agents/m-p/3213807
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2 weeks ago
Hi @srikanthmadabhu,
In my opinion, the Virtual Agent (Chatbot) is the best I have seen till now.
You just make a simple chatbot using the virtual agent designer, and it will provide you all your PDI information at your fingertips. If you have the approach and the right guide, nothing will be a problem; you will be able to make an excellent chatbot. With that chatbot you can get almost any record, which can take a load of time to find manually.
Let me know what you think about this.
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
