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

ryanyong
ServiceNow Employee

3 weeks ago

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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.

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28 REPLIES 28

LyndseyD
Tera Contributor

20 hours ago

Hi,

We recently installed CSM Pro so now have all the AI features, but we're unsure where to start. We are waiting on information back from our account representative but this is taking some time. Which plugins would you recommend we start with to start seeing some immediate benefits, such as reduced resolution times for the Service Desk?

Thanks

0 Helpfuls

JannikW
Tera Contributor

17 hours ago

How does ServiceNow support customers in complying with the EU AI Act? Are there official guidelines, best practices, or recommendations covering:

  • AI use case classification and risk assessment
  • Transparency, traceability, and documentation
  • Human oversight, monitoring, and auditability
  • Data quality, privacy, and governance
  • Responsibilities of ServiceNow and its customers
  • Available templates, technical features, or compliance tools
  • Planned product updates related to the EU AI Act
0 Helpfuls

AlpDoganA
Tera Contributor

16 hours ago

We already have Now Assist licensed within IT Operations Management Advanced. We mainly work with Incident and Task management, backed by our CMDB. What would a realistic first deployment look like here? What are the common pitfalls to watch out for?

Thanks

0 Helpfuls

Andrea H
Tera Contributor

13 hours ago

We are deploying Now Assist for ITSM and have noticed that there are no skills for Problem Management. Are there any plans to include that in upcoming releases? We're also very interested in cross-ticketing investigation. For example, when an incident occurs using a skill that can correlate not just existing incidents but also changes that have occurred in the last 48 hours. Are there any plans for this type of addition to the incident assist? Last question, when we notice that the AI has returned an incorrect answer, we tell it that it is incorrect and provide the correct information. It does not seem to learn this and returns the incorrect answer again in the future. Are we doing something wrong that it's not learning from our responses?

0 Helpfuls