Setting up AI Search in Service Operations Workspace for ITSM

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Setting up AI Search in Service Operations Workspace for ITSM

    AI Search in Service Operations Workspace enhances IT Service Management (ITSM) by enabling intelligent query capabilities to quickly find relevant answers across multiple record types. It leverages the Next Experience Unified Navigation search field, allowing users to toggle between global search results and workspace-specific application results efficiently.

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    Key Features

    • Search Application Configuration: A dedicated search application configuration [AIS] is provided to tailor the AI Search experience within the workspace.
    • EVAM Definition Customization: The card layout of AI Search results can be customized by modifying the EVAM (Experience Visual Analytics Model) configuration bundle.
    • Search Profile Management: Search profiles control the AI Search behavior and can be edited or created to suit organizational needs.
    • Genius Results Integration: These display the most relevant information and actions as genius result cards alongside regular search results, enhancing user productivity.
    • Q&A Genius Result Configuration: Supported by default, this feature requires AI Search for Next Experience version 3.0 or later and an active Q&A genius result configuration.
    • Guided Setup for Migration and Configuration: The migration from legacy Zing search to AI Search and subsequent configurations are streamlined through the Guided Setup module.

    Important Considerations for Setup

    • AI Search experience support starts with Service Operations Workspace version 1.3.
    • Compatibility with the SR - PlatformX - Search - AI Search for Next Experience Bundle v2.0 is required.
    • For upgrades, ensure new search sources are indexed, the search profile is published, and AI Search is enabled.
    • The globalSearchDataConfigId UX page property must be set to the AI Search sysid (6fcaa8d770a45110f877edb72a2fbd2f) to activate AI Search.
    • The search engine setting must be switched to AI Search to utilize this feature.

    What ServiceNow Customers Can Expect

    By implementing AI Search in Service Operations Workspace, customers will benefit from a unified and intelligent search experience that increases efficiency in locating ITSM records and actionable insights. The customizable search profiles and result cards allow tailoring the search experience to organizational requirements. The inclusion of Genius Results provides contextually relevant information and actions, improving decision-making and service delivery speed.

    Additionally, the Guided Setup simplifies migration and configuration processes, ensuring a smooth transition to AI-powered search capabilities within the Service Operations Workspace.

    Intelligent query features enable you to quickly find the answers that you require. The Next Experience Unified Navigation search field enables you to search multiple record types and switch between global search results and results from the workspace applications that you can access.

    For information about AI Search, see AI Search.

    For information about installing and configuring AI Search in Next Experience, see Install AI Search for Next Experience.

    The following configurations are added for the AI Search experience in Service Operations Workspace.
    • A search application configuration, [AIS]. For information about search application configurations, see Search application configurations. To modify the card layout of the AI Search results, you can modify its EVAM definition, AI Search for Next Experience. Search for and add an EVAM configuration bundle. For information about the EVAM definition, see Configuring EVAM definition.
    • A search profile. For information about search profiles, see AI search profiles.
      Note:
      • AI Search experience is available in Service Operations Workspace starting in version 1.3.
      • AI Search for Service Operations Workspace version 1.3 is compatible with the SR - PlatformX - Search - AI Search for Next Experience Bundle - v2.0. For all upgrade scenarios, use the Guided Setup for Zing to AI Search Migration module and ensure that the following conditions are met:
        • New search sources should be indexed.
        • The search profile should be published.
        • AI Search should be enabled.

        For information about using Guided Setup for Zing to AI Search Migration, see Configuring AI Search for Next Experience.

      • Ensure that the search engine is set to AI Search. To set the AI Search, ensure that the globalSearchDataConfigId UX page property value is set to the sys_id of the AI Search, 6fcaa8d770a45110f877edb72a2fbd2f.
    • Genius results display the most relevant information and actions for a search query using Genius Result cards. The genius result cards appear alongside the regular search results. For more information about genius results, see Genius Results. By default, Service Operations Workspace supports the Q&A genius result configuration. If it isn’t active, ensure the following:
      • Ensure that the version of AI Search for Next Experience is 3.0 or later.
      • Ensure that the Q&A genius result configuration is in an Active state. For more information about the Q&A genius result configurations, see Q&A Genius Results.
    Figure 1. AI Search experience in Service Operations Workspace
    AI Search in Service Operations Workspace.

    You can customize the AI Search experience by adding a data source, editing a search profile, and so on, by using the AI Search Guided Setup. For information on using this guided setup, see Configuring AI Search.