I recommend bookmarking this article so that you are automatically notified by email when changes are made by me.If you miss any content, please leave it as a comment and I will add it to this article. For similar topics, I have written individual a...
The Final Installment of the “Inside the AI SDLC at ServiceNow” Series Transitioning AI from development into production is a pivotal step in the lifecycle. The release phase is where validated features are prepared, reviewed, and made available to...
This post explains how to use the out-of-the-box Define Availability feature in ServiceNow’s Now Assist Skills to conditionally activate skills based on custom logic. The example focuses on the Incident Summarization Skill, but the approach can be ad...
Overview When configuring AI Agents in ServiceNow, their definitions and related artifacts can be captured in update sets just like other platform records. This article explains what to expect in an update set when working with AI Agents, which eleme...
Part 3 of the “Inside the AI SDLC at ServiceNow” Series Once a model has been trained and fine-tuned, it’s tempting to think the hard part is over. But at ServiceNow, a model isn’t ready for production until it’s been aligned with human preferences...
Welcome to the AI Center of Excellence team at ServiceNow! We are a team of dedicated AI Strategists and Architects focused on advancing the implementation and adoption of AI solutions for our customers. After multiple AI agent implementations, we'v...
With Now Assist CSM’s Resolution Notes Generation capability, agents can quickly generate resolution summary based on the current Case data from targeted input fields. When the CSM Case state is changed to Solution Proposed state, the system triggers...
Quick Overview This article answers frequently asked questions about ServiceNow's AI model providers. Learn how to optimize AI workflows by selecting the right model provider for your business needs, with built-in governance and simplified manage...
Video : https://www.youtube.com/watch?v=yAIKst-S88Y In this video, I walk you through a real pilot using ServiceNow Now Assist and Agentic Workflows inside the GRC/IRM module. We selected three high-effort use cases – regulatory alert handling, ris...
Dropped my new video : https://www.youtube.com/watch?v=HoifkkSjsE4&t=164s Unlock the power of ServiceNow Agentic Workflow to automatically resolve incidents end-to-end. My video will guide you through the full journey—from incident creation, catego...
As organizations accelerate their adoption of AI to improve productivity and service quality, safeguarding sensitive data has become a central priority. ServiceNow addresses this responsibility with a built-in privacy design embedded across the Now A...
My Video : https://www.youtube.com/watch?v=76VGKd9F_r8In this video, we take a real Indian banking use case — auto loan approvals — to show how AI project prioritization should be done. We compare traditional score-based methods (focused on impact, f...
AI Agent Studio allows developers to build AI Agents that execute tasks by orchestrating internal workflows and external integrations. This guide will use HRSD as an example and use the “Benefits Enrollment Retriever” AI Agent to explain where each c...
My Video : https://www.youtube.com/watch?v=G3OngzwNoFI In this video, we walk through a real Indian banking use case — fraud detection in auto loan applications — to explain how AI feasibility should be assessed. We compare the traditional ROI-driv...
My Video : https://www.youtube.com/watch?v=_-fspRV0Lkc&t=15sIn this video, we explain how ServiceNow AI Control Tower ensures data quality for AI models using a real Indian banking use case. Learn how both fairness and correctness of data are assesse...
This article captures key lessons learned from implementing Now Assist capabilities in a domain-separated ServiceNow environment. The implementation involved 2 internal - facing domains (ITSM Fulfiller skills & AI Search) and 5 customer - facing dom...
New version of this article can be found: here. Now Assist in AI Search is the next evolution of enterprise search from ServiceNow and was first announced on May 16, 2023. Building off the success and learnings from the limited access controlled ...
With the rise of enterprise AI, organizations often face a crucial decision: “Should we invest in ServiceNow’s Agentic AI or Microsoft’s Copilot Agents?” Both offer powerful capabilities—but serve very different needs. If you’re trying to determi...
In Part 1 of this series, we explored how ServiceNow rigorously scopes and evaluates AI models before any training begins—focusing on planning, feasibility testing, legal review, and requirement setting. This foundational work ensures we choose the ...
Introduction This article is part of a series from the AI Center of Excellence Team at ServiceNow. We’ve worked with many teams across different industries to help them roll out Now Assist for HR Service Delivery (HRSD). Even though every company...
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