TuneUp Your AI Search

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of TuneUp Your AI Search

    The TuneUp Your AI Search Accelerator is designed for ServiceNow Impact customers to assess and enhance the performance of AI Search. It provides a comprehensive evaluation of AI Search architecture and configuration, tuning recommendations, an overview of AI Search analytics, and actionable guidance to improve search results and end-user experience.

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    This Accelerator is available to customers with Impact Guided, Guided+ (Strategic Value or Platform Governance), Advanced, and Total packages, subject to the terms outlined in ServiceNow’s Impact Package agreements.

    Key Features

    • AI Search Assessment: Includes provisioning a temporary instance, updating the AI Search plugin, and evaluating current AI Search settings and performance.
    • Customer Coaching Sessions: Two sessions are offered—an initial 90-minute session covering best practices for AI Search architecture, tuning (including Synonym Dictionary and Query Rules), and analytics; plus an optional 60-minute follow-up for questions and further guidance.
    • Prescriptive Guidance: Recommendations aimed at optimizing AI Search performance based on the assessment.

    Customer Responsibilities

    Successful engagement requires coordination with specific roles to ensure alignment and effective implementation:

    • Platform Owner: Accountable for overall ServiceNow platform governance and alignment with business strategy.
    • Virtual Agent Lead: Subject matter expert on ServiceNow ITSM Virtual Agent.
    • System Administrator(s): Responsible for platform stability, maintenance, and support related to ServiceNow applications.
    • Developer(s): Provide necessary coding support on the ServiceNow platform.
    • Trusted Service Partners: May participate in coaching sessions to understand best practices and support ongoing optimization.

    Important Considerations

    • Access to a temporary instance for 30 days is provided for the assessment.
    • The Accelerator may not be available or fully applicable in certain regulated environments (FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers), self-hosted setups, or managed service providers except for internal use.
    • ServiceNow does not perform configuration changes directly in customer sub-production or production instances; customers are responsible for implementing recommended optimizations.

    This Accelerator provides guidance on fine-tuning artificial intelligent (AI) Search to optimize performance and value.

    Accelerator Overview

    TuneUp Your AI Search Accelerator provides Impact customers with an assessment of AI Search performance and prescriptive guidance to optimize results and improve end-user experience. Included is an assessment of AI Search architecture and configuration, tuning AI Search, an overview of AI Search analytics, and prescriptive guidance on how to optimize performance.

    See AI Search for additional information on AI Search.

    Package Availability

    Note:
    This Accelerator is available for Impact Guided, Guided+ (Strategic Value or Platform Governance), Advanced, and Total packages.

    Offered pursuant to the applicable ServiceNow Impact Package and Accelerator descriptions available at https://www.servicenow.com/legal/servicenow-impact.html.

    What You Get

    AI Search Assessment
    • Provisioning of a temporary instance
    • Updates to AI Search plugin
    • Assessment of current state of AI Search settings and performance
    Customer Coaching Session #1 (up to 90 minutes)
    Customer provided 30 days of access to the temporary instance
    Review of:
    • AI Search architecture and configuration leading practices
    • AI Search tuning (Synonym Dictionary and Query Rules)
    • Overview of AI Search analytics
    • Prescriptive guidance to optimize performance
    Customer Coaching Session #2 (Optional upon Customer request, up to 60 minutes)
    Opportunity for Questions and Answers related to AI Search performance

    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. ✓
    Virtual Agent Lead

    Subject matter expert responsible for ServiceNow ITSM Virtual Agent.

    		 ✓
    System Administrator(s)

    Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.

    		 ✓
    Developer(s)

    Writes code for the ServiceNow platform.

    		 ✓
    Trusted Service Partners Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward. ✓

    Requested Information

    Please refer to the applicable Impact Accelerator Description available at  https://www.servicenow.com/legal/servicenow-impact.html

    Exceptions

    This Impact Accelerator in its entirety or portions of the Impact Accelerator Activities may not be available to customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, to self-hosted customers, or in other restricted environments, or to managed service providers (except for their internal use).

    ServiceNow is not responsible for implementing any of the recommended configuration changes in Customer’s sub-production or production instances.