From Development to Production: Ask ServiceNow's AI Experts Anything

[ryanyong]

Hey everyone, I'm Ryan, an engineer on ServiceNow's Forward Deployed Engineering team. We're a team of experts and builders who've gained deep AI deployment expertise at tier 1 technology companies and research labs. We're certified experts on the ServiceNow AI Platform, with direct access to Product and the ServiceNow C-suite.

What we do
We partner directly with customers facing the most complex challenges to co-innovate agentic AI use cases and ship them to production on the ServiceNow AI Platform.

Why this thread
If you're a ServiceNow customer sitting on AI entitlement you haven't fully put to work, this is your chance to ask the Forward Deployed Engineers building these solutions in the field. Bring your hardest questions about moving from unused credits to AI running in production, and getting the most value out of your existing ServiceNow investment.

Ask us anything. We are the subject matter experts, and we will get you an answer.

We'll be answering live from August 3rd to 7th. Post your question anytime between now and 8/7, upvote the ones you want answered first.

[Dustin Gannon]

Yea, actually this is one of the best kept secrets on the whole platform.  Every customer has access to ServiceNow's Process Mining for 3500 records per project.  That means you can basically map any business process with a few days, weeks, or a months worth of data.

And process mining will tell you where the real time is leaking from any business process.

I use this for every single customer to map a process and remove the opinions and sometimes the loudest voice in the room and instead have a data and seconds, minutes, hours, days conversation about where a process is getting stuck.

After this its time for the sticky notes.  Dream big.  Get everyone to brainstorm the options.

Then take them all and map them on a 2x2 matrix (or use our Strategic Planning Workspace and Demand Management!) tools to get the highest value and lowest effort use cases bubbling to the top.

[Enrique Tabalon]

Is Now Assist for record summarization available for custom table or extended table?

OOB Incident Summarization Skill points to 'incident' table. We've extended our table to allow multiple ServiceDesk in one instance. Sample table name is 'u_incident_sd1'.

We know we could create our own custom skill but per SN Support we cannot get the 'in app' record summarization like the attached screen shot. All we can have currently on AUS version is a UI Action for summarization.

Thank you!

Thank you!

[Dustin Gannon]

I would open the OOTB skill in the new Studio and see if that UI artifact is in there.  Not sure off the top of my head.

[gulatia]

We did something similar and had to use UI builder and build a variant for the page in workspace. I am not sure if the same can be done for Native UI.

Aman

[amdavis]

With ServiceNow moving toward third-party model providers as the default foundation for many AI experiences, what should customers be doing today to future-proof their HRSD and employee experience implementations so they remain portable, governable, and valuable regardless of which underlying model powers the experience?