How the ServiceNow AI Platform works
Summarize
Summary of How the ServiceNow AI Platform works
The ServiceNow AI Platform is a flexible, scalable cloud solution designed for IT, operations, business management, and process automation. It centralizes your enterprise data on a single, secure platform using a unified data model, serving as the “single source of truth.” This integration enables seamless operation across enterprise applications and external services, enhancing efficiency and productivity from individual users to the entire organization while reducing costs.
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Architecture
The platform operates on a multi-instance architecture that allows administrators to segregate data by business entities while maintaining central management. It supports deep customization, easy software installation, data import, and creation of workflows, applications, and user interfaces. Live reporting, monitoring, and strong data privacy features help maximize productivity and cost savings.
Administration
The AI Platform Admin Center provides subscription management, a comprehensive service catalog, and workflow process optimization. It supports localization in multiple languages and currencies, with in-house and third-party translation services for communications and virtual agent interactions. Analytics tools offer insights into user activity, security, and operational metrics.
Integration
The Workflow Data Fabric enables seamless connections between ServiceNow instances and external services, supporting both unidirectional and bidirectional data flows. Integration methods include email-based connections and MID Server technologies, facilitating centralized automation, data replication, importing/exporting, and pre-built processes for third-party service integration.
Tools
- App Engine Studio: Accelerates low-code development and scaling of applications.
- Flow Designer: Transforms processes into digital workflows.
- UI Builder: Creates user interfaces and enhances user experiences.
- Integration Hub: Natively connects ServiceNow with external products and services.
- Predictive Intelligence: Automates workflows intelligently.
- Virtual Agent: Develops intelligent chatbots for user support.
- Performance Analytics: Monitors and improves workflow performance.
- AI Search: Provides consumer-grade search functionality for users.
- Platform Analytics: Delivers data visualizations and dashboards with KPIs and insights, including User Experience Analytics and Process Mining to optimize business processes.
Mobile
The Now Mobile app offers end-users a consumer-grade experience for accessing services, help articles, and virtual agents. ServiceNow Mobile supports enterprise service providers with task management, communication tools, GPS, multimedia uploads, and offline capabilities. Both no-code configuration and advanced developer tools allow custom mobile app creation and publishing.
Knowledge
The platform includes a robust Knowledge Management system for creating, sharing, and analyzing organizational information. It supports users and agents with detailed knowledge base articles and feedback mechanisms to continuously improve content and service delivery.
Artificial Intelligence
AI capabilities are embedded across the platform through Intelligent Experiences. These AI features interpret user requests, assist agents with task management, support service owners with oversight, and enable natural language understanding, document data extraction, and trend prediction. AI Search and customized Virtual Agents are available 24/7, while AI-driven analytics provide detailed lifecycle insights into workflows and processes.
ServiceNow® offers a flexible, secure platform with a vast set of options, all following a single data model. Begin here to learn more about the platform.
Watch the video above for an introduction to ServiceNow AI Platform architecture.
Watch the video above for an introduction to the Now Mobile app.
Overview
The ServiceNow AI Platform is a highly versatile, scalable cloud solution enterprise for IT, operations, and business management, and process automation.
“The single source of truth” in your business is your data, and ServiceNow holds all your data on a single, secure platform, using a singular data model for all operations. Enterprise applications are delivered through this system, integrating seamlessly with each other and with external services. The ServiceNow AI Platform helps you address your business needs, boosting efficiency and productivity from the individual user through your entire enterprise, saving time and money.
Architecture
The ServiceNow AI Platform offers easy customization, live reports and monitoring, and strong data privacy to save your business money and boost productivity. Services on the ServiceNow AI Platform are provided on a multi-instance basis, instead of running one instance with multiple users. Administrators can segregate their data between business entities in a multi-instance architecture, offering different experiences per instance while they all remain centrally managed through the platform. Deep customizability is available in all your instances, with easy software installation, data importing, and creation of workflows, processes, applications, or UIs.
Administration
The ServiceNow AI Platform Admin Center gives business administrators easy subscription management, a full-service catalog for services and products, and total control over workflow process optimization. Localization is available in more than a dozen languages and currencies. In-house and third-party translation services handle communications, virtual agent chat, user input translation, and more. Analytics tools provide detailed feedback on user activity, security, and other important aspects of your digital enterprise.
Integration
The Workflow Data Fabric enables connections between instances and external services on the ServiceNow AI Platform. Both unidirectional and bidirectional data integrations are available, along with email-based connection, and various other methods and technologies, all through the platform's MID Server system. Connection and automation occur in one place, with full instance and data replication, importing and exporting, and pre-built processes to address various tasks and third-party services.
Tools
ServiceNow has a full series of options available to ServiceNow AI Platform subscribers. Ready-made tools and templates all mean easy and fast setup of your instance from the start, along with quick creation of interfaces and applications.
- App Engine Studio
- Speed up—and scale up—low-code development for your instance.
- Flow Designer
- Recreate processes as digital workflows.
- UI Builder
- Create user interfaces and improve user experiences.
- Integration Hub
- Natively integrate ServiceNow with any external service or product.
- Predictive Intelligence
- Perform smart automation of workflows.
- Virtual Agent
- Create intelligent chatbots to address users' problems and services.
- Performance Analytics
- Analyze and maximize workflow performance.
- AI Search
- Offer a consumer-grade search experience for users.
Platform Analytics
Distribute and consume Platform Analytics through data visualizations and dashboards with optional filters. Explore KPIs and receive insights into significant events in the data. Use dashboards to create a visual story with Platform Analytics data that you can share with multiple users. Use data visualizations based on table, indicator, or other data in dashboards across the Analytics Center. Administrators can leverage User Experience Analytics to get information on user engagement with both mobile and web applications, including user population, retention, and behavior. Process Mining helps you discover ways to streamline your business, find bottlenecks and deviations in workflows, filter and compare processes.
Mobile
Desktop access to the ServiceNow AI Platform is matched by our mobile applications. The Now Mobile app offers a consumer-grade experience for your customers and users to access available services, including help articles and live or virtual agents. ServiceNow mobile, geared toward service providers in your enterprise, provides tools for task scheduling and handling, communications, GPS and mapping, multimedia uploading, and offline services. Easy no-code configuration and in-depth developer tools, including reusable components, views, and a robust mobile publishing system, give you the tools to build mobile apps yourself.
Knowledge
ServiceNow provides not only the tools you need for your business to thrive, but the know-how to make use of all the options on the platform. Detailed knowledge base articles enable users and agents to get the information they need, to handle specialized tasks or processes, troubleshoot, or find other help. The Knowledge Management system enables you to create, store, and share information easily within your organization, monitor usage, and collect feedback (including full analytics) to improve your knowledge base.
For more information, see Knowledge Management.
Artificial Intelligence
AI is standard across the ServiceNow AI Platform with Intelligent Experiences. This purpose-built AI interprets user requests and messages, assists agents with task management and service owners with oversight and knowledge management. You can tailor the AI to meet instance demands for Natural Language Understanding or database querying, data extraction from documents, and prediction of future data trends. AI Search is part of the standard ServiceNow AI Platform package, for easy filtering of information according to user needs. Customized Virtual Agent help is available 24/7. Full AI-based analytics give you detailed data on the lifecycle of workflows and processes in your business.