Artificial Intelligence Readiness Assessment
Summarize
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 and an assessment process to determine readiness and prioritize AI use cases aligned with business goals.
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Key Features
- Assessment of Generative AI Capabilities: Focuses on up to three selected Now Assist features such as Q&A Genius, Conversational Catalog, Record Summarization (e.g., Incident, Change, Case), Resolution Notes Generation, Knowledge Creation, and Chat Summarization.
- Guided Sessions Led by Platform Architect:
- Introductory session to review objectives, approach, and select AI capabilities.
- Customer recommendation session to assess readiness and provide actionable next steps.
- Optional follow-up Q&A session to clarify guidance.
- Deliverables: Include session materials, analysis reports, leading practices, targeted recommendations, and guidance to advance AI readiness.
- Package Availability: Offered with Impact Guided+ (Platform Governance add-on), Advanced, and Total Packages.
- Prerequisites: Jumpstart Your AI Journey is recommended but not required.
- Customer Involvement: Requires participation from key roles such as Platform Owner, Platform Administrator, Enterprise and Technical Architects, ITSM/CSM/HRSD/FSM Process Owners, Finance/Supply Chain Process Owners, and ServiceNow Development Owners.
What It Enables and Why It Matters
This Accelerator enables ServiceNow customers to systematically assess their organizational readiness for implementing generative AI capabilities. It ensures alignment between AI adoption and business objectives, highlights prioritized AI features for maximum impact, and provides tailored guidance to streamline AI integration efforts. By engaging key stakeholders, customers can effectively plan and govern AI initiatives, optimizing value and minimizing risks.
Scope and Limitations
- The Accelerator does not include AI solution design, implementation, or technical troubleshooting of generative AI capabilities.
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
- Now Assist Q&A Genius Results
- Now Assist Conversational Catalog
- Record summarization (Incident/Change/Case/etc)
- Resolution notes generation
- Knowledge creation
- Chat summarization
See Enable AI experiences for additional information on ServiceNow AI-based tools.
Package Availability
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)
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- 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
| 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
- AI solution design
- Implementation of Generative AI capabilities
- Technical troubleshooting or remediation of Generative AI capabilities