Exploring AI in SLO Management
Summarize
Summary of Exploring AI in SLO Management
This content introduces the use of artificial intelligence (AI) within Service Level Objective (SLO) management to help teams adopt SLOs faster and more effectively monitor service performance. Key AI capabilities, including the SLO creator agent, automate the generation of baseline SLOs by analyzing configuration item (CI) data to create active SLOs that customers can review and customize.
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Key Features
- SLO creator agent: Automatically generates baseline SLOs for eligible CIs by analyzing their data, simplifying the setup and management of service objectives.
- AI licensing tiers on ServiceNow AI Platform: Offers three tiers—Foundation (basic AI insights), Advanced (productivity enhancements), and Prime (autonomous AI actions and custom AI asset creation)—allowing customers to choose capabilities that fit their needs.
- AI assets: Includes Now Assist skills and agentic workflows that extend AI functionality in SLO management and other use cases.
- Availability considerations: Not all AI models and features are available in all regions or environments, including regulated markets, self-hosted instances, and specific government or protected data centers. Customers should verify availability based on their deployment.
Important Considerations
- AI limitations: AI-generated outputs may not always be accurate or complete. Customers are responsible for validating AI results, applying human oversight, and not relying solely on AI for critical decisions, especially in sensitive areas like healthcare, finance, or security.
- Data processing: Usage of AI features involves transferring data from customer instances to centralized ServiceNow environments, which may reside in different geographic regions or involve third-party cloud providers. Data handling complies with ServiceNow’s internal policies and compliance portals.
- Data collection and privacy: ServiceNow collects inputs, outputs, and user edits to improve AI technologies. Customers have the option to opt out of future data collection to control their data usage.
- Compliance and policies: Customers must adhere to ServiceNow’s AI Acceptable Use Policy, which governs responsible use and is subject to updates.
Learn about the AI capabilities that can help teams adopt service level objectives (SLOs) faster and monitor service performance.
AI and SLO Management
Use the SLO creator agent to automatically generate baseline SLOs for eligible configuration items (CIs). The agent analyzes CI data and creates active SLOs that you can review and modify.
To learn more about the SLO creator agent, see:
AI platform details
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets, and create your own
- Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
- Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
- Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
- Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.
AI limitations
This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.
Data processing
This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.
Data collection
ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.