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

ryanyong · 3 weeks ago

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.

IntoTheBreach · Tuesday

Why is Subscription Consumption limited to Administrators? There needs to be a read only capability for third parties or permit reporting off subscription tables.

Pancake · Tuesday

For a fresh instance of ServiceNow with ITSM Prime, what are the day one AI tools and/or plugins you'd turn first?

Jake39 · Tuesday

I think one of our org's biggest pain points is getting valuable use cases for AI agents. I'd like to make it as easy as possible for business users to bring us ideas of how we could help them automate their processes, but I'm also wondering if a proactive approach is the only way to really do this effectively.

Do you have any guidance on how to extract those high-value use cases from business users, whether that's a more proactive approach by the leadership/technical team (e.g. interviews) or reactive approach by letting those users come to us? I feel like our technical team (myself included) has a challenging enough time getting out of the deterministic workflow headspace and how AI agents can bring value, so it wouldn't surprise me if business users also have a tough time imagining how AI agents could really help them.

Enrique Tabalon · yesterday

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!

amdavis · yesterday

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?