K24 - Lab session - Now Assist for IT Service Management

[Tim Kulhavy]

Welcome to the Now Assist for IT Service Management - Supercharge your ITSM workflows with GenAI capabilities for Incident Management at Knowledge24 lab session!

We will be using this forum to ask and answer questions - Please post comments or questions here using the COMMENT button. Session staff will respond to the best of their ability!

NOTE: Staff will stop monitoring this article on May 24.

[Nathan36]

Here is the full link to reserve an instance:

https://nll1429-k24-instructor-0001.lab.service-now.com/sp?id=instance_reservation

[Brad Clark]

Where is the Guidebook for this lab located?

[DinaHolt]

Is there a way to integration ServiceNow with Teams in that our employees can place an INC or a SR in Teams and it auto creates in ServiceNow?

[DinaHolt]

In the Keynote session, the speaker for Warner Brothers/Discovery mentioned they use "Ask Sheldon".
Is this the "Now Assist" with Virtual agent enabled feature?

[Nathan36]

How to get the lab guide from your instance:

1 - Navigate to All > Self-Service > Knowledge.

2 - Open the Knowledge base and open the Lab Guide article.

3 - Download the file and open it on your computer.

[DinaHolt]

And 1 last question from our session today:
I am new to SNOW.  It appeared that in this session, we enabled, Chat Summarization, INC Summarization and Virtual agent all in Chat.

Is this a correct assessment?

[Erlend Gudvange]

Hi,

I was told today that the instance would be available for 24 hours, but when I am trying it tonight it doesn't seem to work?

[Tim Kulhavy]

@DinaHolt regarding your question on MS Teams, the following video gives a detailed overview of the integration capabilities

https://www.youtube.com/watch?v=6P7oIqRds0Y

[SK Chand Basha]

Certification Link:-

https://www.servicenow.com/community/training-and-certifications/knowledge-sources-to-go/ta-p/231013...

[Tim Kulhavy]

@DinaHolt Regarding "Ask Sheldon" - This is my understanding as well, yes. But I can't verify this as of now. Once the recording of the Keynote from yesterday becomes available, re-watching it should give us the answer. The press releases around this are not specifically calling this out as NowAssist.

[Tim Kulhavy]

@DinaHolt regarding your question on the session contents, this is what was covered in the lab:

Incident Summarization
Resolution Note Generation
Now Assist for Search (Now Assist Q&A Genius Results)
Now Assist for the Virtual Agent (Now Assist Q&A Genius Results, Now Assist Multi-Turn Catalog Ordering and Now Assist Topics)

Chat Summarization
Code Assist
Flow Assist