Artificial Intelligence Readiness Assessment

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Artificial Intelligence Readiness Assessment

    The Artificial Intelligence (AI) Readiness Assessment Accelerator helps ServiceNow customers evaluate and prepare for adopting ServiceNow Generative AI capabilities, specifically Now Assist features. It offers structured guidance to assess readiness for AI-driven functionalities such as conversational Q&A, catalog interactions, record summarization, resolution note generation, knowledge creation, and chat summarization.

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    This Accelerator is designed to align your organization's AI adoption goals with prioritized Generative AI capabilities, supporting up to three selected features per engagement. It is available with Impact Guided+ (Platform Governance add-on), Advanced, and Total Packages.

    Key Activities and Deliverables

    • Introductory Customer Session (up to 2 hours): Establishes initiative goals, process expectations, and reviews the ServiceNow AI Blueprint to select key Generative AI capabilities relevant to your objectives.
    • Customer Recommendation Session (up to 2 hours): Provides a readiness review for chosen AI capabilities, offering tailored guidance and next steps to advance your AI adoption.
    • Optional Follow-up Session (up to 60 minutes): Addresses any questions related to the AI Readiness Assessment findings and recommendations.
    • Deliverables: Include session materials, analysis reports, leading practices, targeted recommendations, and actionable guidance for progressing your AI initiatives.

    Customer Roles and Responsibilities

    Successful assessment requires engagement from key roles within your organization to ensure alignment and comprehensive evaluation:

    • Platform Owner: Oversees platform governance and strategic alignment.
    • Platform Administrator: Manages daily platform operations.
    • Enterprise and Technical Architect Leads: Provide strategic and technical oversight.
    • Process Owners (ITSM, CSM, HRSD, FSM, Finance/Supply Chain): Define process requirements and document processing needs relevant to their domains.
    • ServiceNow Development Owner: Manages development processes, automation opportunities, and tooling.

    Important Notes

    • The Accelerator focuses on assessing readiness and providing guidance; it does not cover AI solution design, implementation, or technical troubleshooting of Generative AI capabilities.
    • Jumpstart Your AI Journey is recommended but not mandatory before engaging with this Accelerator.

    This assessment enables ServiceNow customers to clearly understand their current AI adoption maturity, prioritize relevant Generative AI features, and receive actionable recommendations to support successful integration of AI capabilities into their ServiceNow environment.

    The Artificial Intelligence (AI) Readiness Assessment Accelerator provides an assessment and guidance related to your readiness for adoption of ServiceNow Generative AI capabilities (Now Assist).

    Accelerator Overview

    This Accelerator provides you with an assessment and guidance on your readiness for a selected set of ServiceNow Generative AI Now Assist capabilities. Some example capabilities include:
    • Now Assist Q&A Genius Results
    • Now Assist Conversational Catalog
    • Record summarization (Incident/Change/Case/etc)
    • Resolution notes generation
    • Knowledge creation
    • Chat summarization
    Your Impact Squad provides guidance based on your selected Generative AI products (we recommend up to three per accelerator).

    See Enable AI experiences for additional information on ServiceNow AI-based tools.

    Package Availability

    Note:
    This Accelerator is available for Impact Guided+ (Platform Governance add-on), Advanced and Total Packages.

    Prerequisites

    Jumpstart Your AI Journey (recommended, not required)

    What You Get

    The Accelerator activities are led by your Platform Architect (PA).

    Introductory Customer Session (up to 2 hours)
    • Review the initiative approach and your objectives
    • Establish clear expectations regarding the process, your participation, and the level of detail for the deliverable
    • Review the ServiceNow AI Blueprint to identify and prioritize the Generative AI capabilities most relevant to your goals.
    • Select the three Generative AI Capabilities to focus on
    Customer Recommendation Session (up to 2 hours)
    • Review your readiness for the selected ServiceNow Generative AI capabilities
    • Provide guidance and discuss 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
    Materials from all collaborative sessions:
    • Session slides
    • Analysis reports
    • Leading practices & targeted recommendations
    • Actionable guidance to support your next steps

    Requested Customer Resources

    Table 1. Customer resource and responsibilities
    Customer Resource  Responsibilities  Required Recommended
    Platform Owner 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 Responsible for the day-to-day administration of  the ServiceNow   platform. ✓
    Enterprise Architect Lead Responsible for overall enterprise architecture, strategy, and governance. ✓
    Technical Architect Lead Responsible for overall technical architecture. ✓
    ITSM Process Owner 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

    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

    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 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 Responsible for defining document processing processes (e.g., drafting and inputting purchase orders into ERP system). ✓
    ServiceNow Development Owner Owns the ServiceNow developer tools and development processes. Includes building process flows. Identifies automation opportunities. ✓

    Exceptions

    This Accelerator does not include:
    • AI solution design
    • Implementation of Generative AI capabilities
    • Technical troubleshooting or remediation of Generative AI capabilities