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.

[IntoTheBreach]

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

[GreysonS]

Worth checking one thing first: Subscription Management isn't gated on admin — the delegated role is usage_admin. If you've been told it's administrators only, that role may already cover part of what you need.

But you're right about the gap. usage_admin bundles viewing with managing and allocating subscriptions, so there's no clean read-only split, and handing it to a third party gives them more than visibility.

The workable path today is to not grant table access at all. Build the reports or dashboards you need off the subscription tables and share those with a custom role. Third parties get the numbers without inheriting the management surface, and you control exactly which fields are exposed.

[Pancake]

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

[Dustin Gannon]

AI Search for sure, as its the foundational RAG tool for the entire platform.

After that, I would get the Now SDK and Fluent and Build Agent for building new things, and start with the OOTB AI Skills and Agents for the SKU you have as a starting point.

That should get you in production with customer and OOTB content and getting to value fast.

[Jake39]

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.