Artificial Intelligence Readiness Assessment
Summarize
Summary of Artificial Intelligence Readiness Assessment
The Artificial Intelligence (AI) Readiness Assessment Accelerator helps organizations evaluate their preparedness for adopting ServiceNow AI capabilities. It focuses on several key AI functionalities, including AI Search, Issue Auto Resolution, Predictive Intelligence, and Gen AI Now Assist capabilities across various ServiceNow modules such as ITSM, CSM, HRSD, and more.
Show less
Key Features
- Assessment and guidance based on responses to an AI Readiness Self-assessment.
- Support from your Impact Squad, led by a Platform Architect (PA).
- Introductory and recommendation sessions to discuss readiness and next steps.
- Deliverables include workshop slides, an AI Readiness Self-assessment, and guidance to improve AI readiness.
Key Outcomes
Participants will gain a clear understanding of their readiness to implement ServiceNow AI capabilities, receive tailored recommendations, and outline actionable next steps to enhance their AI strategy. Key roles, such as Platform Owner and Administrators, are essential for successful engagement and governance throughout the assessment process.
The Artificial Intelligence (AI) Readiness Assessment Accelerator provides an assessment and guidance related to your readiness to start adopting ServiceNow AI capabilities.
Overview
- 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
See Enable AI experiences for additional information on ServiceNow AI-based tools.
What You Get
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
- 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
- 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
Requested Customer Resources
| 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. |
Requested Information / Access
- 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
Exceptions
This Accelerator does not include:- Developing an AI implementation roadmap
- AI solution design
- Implementation of AI capabilities
- Technical troubleshooting or remediation of AI capabilities