--- sourceDocument: Yokohama Impact sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/impact Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Impact ft:clusterId : - ipact bundleId : - ipact --- # Artificial Intelligence Readiness Assessment # Artificial Intelligence Readiness Assessment {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Artificial Intelligence Readiness Assessment The Artificial Intelligence (AI) Readiness Assessment Accelerator helps ServiceNow customers evaluate and prepare for adopting selected AI capabilities within the ServiceNow platform. It covers various AI features such as AI Search, Issue Auto Resolution, Predictive Intelligence, Task Intelligence, Document Intelligence, and Gen AI Now Assist functionalities across ITSM, CSM, HRSD, FSM, ITOM, and Creator applications. Show full answer Show less This assessment is designed to provide tailored guidance based on a customer's readiness self-assessment, ensuring alignment with their AI adoption goals. It is available exclusively for customers subscribed to Impact Advanced and Total packages. ## What You Get * **Introductory Customer Session (up to 120 minutes):** Overview of the initiative, review of objectives, expectations, and orientation on ServiceNow AI capabilities. Customers are requested to complete an AI readiness self-assessment. * **AI Readiness Self-assessment Analysis:** The Platform Architect (PA) analyzes the self-assessment and introductory session input to develop readiness recommendations. * **Customer Recommendation Session (up to 120 minutes):** Discussion of readiness findings, guidance on enhancing AI readiness, and advice on next steps. * **Follow-up Customer Session (optional, up to 60 minutes):** Opportunity for Q\&A related to the assessment findings and recommendations. * **Deliverables:** Workshop slides, AI Readiness Self-assessment results, guidance for improving readiness, recommended next steps, and requested customer resources. ## Customer Roles and Responsibilities Successful completion requires active participation from key customer stakeholders, including: * **Platform Owner and Platform Administrator:** Lead platform accountability and administration. * **Enterprise and Technical Architect Leads:** Provide architectural strategy and governance. * **Process Owners (ITSM, CSM, HRSD, FSM, Finance/Supply Chain - optional):** Define process requirements and agent workflows relevant to AI capabilities. * **ServiceNow Development Owner (optional):** Oversee developer tools, automation opportunities, and process flows. ## Required Customer Inputs * Completion of an intake questionnaire at least one week before the introductory session. * Completion of the AI Readiness Self-assessment before the recommendation session. * Provision of relevant Impact materials such as Customer Impact Plan, Architecture Blueprint, and Product Adoption Roadmap. ## Scope and Limitations This Accelerator focuses on assessing readiness and providing guidance; it does not include creating AI implementation roadmaps, designing AI solutions, deploying AI capabilities, or technical troubleshooting. The Artificial Intelligence (AI) Readiness Assessment Accelerator provides an assessment and guidance related to your readiness to start adopting ServiceNow AI capabilities. ## Overview {#artificial-intelligence-readiness-assessment__section_stn_l2c_yxb} This Accelerator provides you with an assessment and guidance on your readiness for a selected set of ServiceNow artificial intelligence capabilities. Some example capabilities include: * AI Search * Issue Auto Resolution (ITSM, HRSD) * Predictive Intelligence * Task Intelligence (ITSM, CSM) * Document Intelligence * ServiceNow's Gen AI Now Assist capabilities for ITSM, CSM, HRSD, FSM, ITOM, and Creator, such as: * AI Search Genius Results * Notes summarization * Chat summarization * Resolution notes generation * Alert summarization * Creator code development assistance {#artificial-intelligence-readiness-assessment__ul_ey2_rhg_x1c} {#artificial-intelligence-readiness-assessment__ul_yws_ghg_x1c} Your Impact Squad provides guidance based on your responses to an AI Readiness Self-assessment that highlights key readiness criteria related to your selected ServiceNow AI capabilities. See for additional information on ServiceNow AI-based tools. Note: This Accelerator is available for Impact Advanced and Total packages. ## What You Get {#artificial-intelligence-readiness-assessment__section_ttn_l2c_yxb} Important: Your Squad will request that you complete a provided intake questionnaire in preparation for the Introduction Session as part of the Accelerator initiation. The Accelerator activities are led by your Platform Architect (PA). Introductory Customer Session (up to 120 minutes) : * Review the initiative approach and your objectives * Establish clear expectations regarding the process and your participation, along with the level of detail for the deliverable * Review the ServiceNow AI Blueprint and provide an orientation to selected ServiceNow AI capabilities * Request that you complete an AI readiness self-assessment related to your selected ServiceNow AI capabilities {#artificial-intelligence-readiness-assessment__ul_vtn_l2c_yxb} AI Readiness Self-assessment Analysis : Your PA reviews and analyzes your AI Readiness Self-assessment and information gathered from the Introduction Session to prepare recommendations Customer Recommendation Session (up to 120 minutes) : * Lead a discussion that reviews your readiness for your selected ServiceNow AI capabilities * Provide guidance and discusses next steps to further your AI readiness {#artificial-intelligence-readiness-assessment__ul_ot4_yqq_dsb} Follow-up Customer Session (optional upon customer request - up to 60 minutes) : Opportunity for Q\&A related to the AI Readiness Assessment guidance AI Readiness Deliverables : * Workshop slides * AI Readiness Self-assessment on selected AI capabilities * Guidance to improve your AI readiness * Recommended next steps {#artificial-intelligence-readiness-assessment__ul_bjp_pqz_cwb} ## Requested Customer Resources {#artificial-intelligence-readiness-assessment__section_xtn_l2c_yxb} {#artificial-intelligence-readiness-assessment__table_wqw_dyd_fsb__entry__2} | Customer Resource  | Responsibilities  | |-|-| | Platform Owner (Required) | Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. | | Platform Administrator (Required) | Responsible for the day-to-day administration of  the ServiceNow   platform. | | Enterprise Architect Lead (Required) | Responsible for overall enterprise architecture, strategy, and governance. | | Technical Architect Lead (Required) | Responsible for overall technical architecture. | | ITSM Process Owner (Optional) | Owns the ITSM process(es) related to the service, or ancillary process. Defines agent incident handling process. Provides requirements for ITSM solution. | | Customer Service Management (CSM) Process Owner (Optional) | Owns the CSM process(es) related to the service, or ancillary process. Defines agent case handling process. Provides requirements for CSM solution. Responsible for defining document processing processes. | | Human Resources Service Delivery (HRSD) Process Owner (Optional) | Owns the HRSD process(es) related to the service, or ancillary process. Defines agent case handling process. Provides requirements for HRSD solution. Responsible for defining document processing processes. | | Field Service Management (FSM) Process Owner (Optional) | Owns the FSM process(es) related to the service, or ancillary process. Defines FSM case handling process. Provides requirements for FSM solution. | | Finance / Supply Chain Process Owner (Optional) | Responsible for defining document processing processes (e.g., drafting and inputting purchase orders into ERP system). | | ServiceNow Development Owner (Optional) | Owns the ServiceNow developer tools and development processes. Includes building process flows. Identifies automation opportunities. | [Table 1. Customer resource and responsibilities] {#artificial-intelligence-readiness-assessment__table_wqw_dyd_fsb} ## Requested Information / Access {#artificial-intelligence-readiness-assessment__section_ztn_l2c_yxb} * Your Intake Questionnaire to be completed at least one week in advance of the Customer Introductory Session * Your AI Readiness Self-assessment to be completed at least one week in advance of your Customer Recommendation Session * Impact materials, such as: * Customer Impact Plan * Architecture Blueprint * Value Blueprint * Capabilities Maps * Product Adoption Roadmap {#artificial-intelligence-readiness-assessment__ul_lfw_drd_1bc} {#artificial-intelligence-readiness-assessment__ul_d4p_ggh_x1c} ## Exceptions {#artificial-intelligence-readiness-assessment__section_a5n_l2c_yxb} This Accelerator does not include: * Developing an AI implementation roadmap * AI solution design * Implementation of AI capabilities * Technical troubleshooting or remediation of AI capabilities {#artificial-intelligence-readiness-assessment__ul_jcd_5gh_x1c}