Artificial Intelligence Readiness Assessment
Summarize
Summary of Artificial Intelligence Readiness Assessment
The Artificial Intelligence (AI) Readiness Assessment Accelerator is designed to help ServiceNow customers evaluate and understand their preparedness for adopting specific ServiceNow AI capabilities. It covers a range of AI functionalities including AI Search, Issue Auto Resolution for ITSM and HRSD, Predictive Intelligence, Task Intelligence for ITSM and CSM, Document Intelligence, and ServiceNow’s Gen AI Now Assist features across multiple domains such as ITSM, CSM, HRSD, FSM, ITOM, and Creator. This assessment provides tailored guidance based on a self-assessment to highlight key readiness criteria aligned with the customer's AI goals.
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This Accelerator is available exclusively for customers with Impact Advanced and Total packages.
What You Get
- Intake Questionnaire: Completed prior to the Introduction Session to gather initial information.
- Introductory Customer Session (up to 120 minutes): Reviews initiative goals, sets expectations, introduces the ServiceNow AI Blueprint, and orients you to selected AI capabilities. Also includes completion of an AI readiness self-assessment.
- AI Readiness Self-assessment Analysis: Your Platform Architect (PA) analyzes your self-assessment and session insights to prepare recommendations.
- Customer Recommendation Session (up to 120 minutes): A guided discussion reviewing your AI readiness, with tailored guidance and next steps to enhance readiness.
- Optional Follow-up Session (up to 60 minutes): Provides an opportunity for Q&A regarding the assessment guidance.
- Deliverables: Includes workshop slides, self-assessment results, readiness improvement guidance, and recommended next steps.
Customer Roles and Responsibilities
Successful participation requires involvement from key customer roles, including:
- Platform Owner and Platform Administrator (Required): Responsible for overall platform accountability and day-to-day administration.
- Enterprise and Technical Architect Leads (Required): Oversee architecture strategy and technical design.
- Process Owners (Optional): ITSM, CSM, HRSD, FSM, Finance/Supply Chain, and Development Owners provide domain-specific expertise, define processes, and identify automation opportunities.
Required Customer Inputs
- Completion of the intake questionnaire and AI readiness self-assessment well in advance of respective sessions.
- Access to relevant Impact materials such as Customer Impact Plan, Architecture Blueprint, and Product Adoption Roadmap.
What This Accelerator Does Not Include
This offering does not cover:
- Development of an AI implementation roadmap
- AI solution design
- Implementation or technical troubleshooting of AI capabilities
Practical Benefits for ServiceNow Customers
This Accelerator enables your organization to systematically evaluate your preparedness for ServiceNow AI solutions, understand gaps, and receive expert guidance tailored to your environment. By engaging your key stakeholders and leveraging your Platform Architect’s expertise, you gain actionable recommendations that help streamline the adoption of AI features, reduce risks, and align AI initiatives with your business objectives and platform strategy.
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)
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- 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)
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- 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
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- 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