Artificial Intelligence Readiness Assessment

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Artificial Intelligence Readiness Assessment

    The Artificial Intelligence (AI) Readiness Assessment Accelerator helps ServiceNow customers evaluate their preparedness for adopting ServiceNow Generative AI capabilities, such as Now Assist. It offers tailored guidance to facilitate the adoption of selected AI features, enabling organizations to align their platform and processes with AI-driven automation and assistance.

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    This assessment is designed for customers using Impact Guided+ (Platform Governance), Advanced, or Total Packages and focuses on up to three Generative AI capabilities per engagement.

    Key Features

    • Assessment and Guidance: Evaluates readiness for selected ServiceNow Generative AI features including Now Assist Q&A, Genius Results, Conversational Catalog, record summarization, resolution notes generation, knowledge creation, and chat summarization.
    • Structured Sessions Led by Platform Architect:
      • Introductory Customer Session (up to 2 hours): Discuss initiative approach, set expectations, review ServiceNow AI Blueprint, and select relevant AI capabilities.
      • Customer Recommendation Session (up to 2 hours): Review readiness status, provide guidance, and outline next steps for AI adoption.
      • Optional Follow-up Session (up to 60 minutes): Address questions and clarify assessment guidance.
    • Deliverables: Include session materials, analysis reports, leading practices, targeted recommendations, and actionable guidance to support next steps.
    • Customer Resource Engagement: Involves key roles such as Platform Owner, Platform Administrator, Enterprise and Technical Architects, and various Process Owners (ITSM, CSM, HRSD, FSM, Finance/Supply Chain), ensuring cross-functional participation aligned with business strategy and platform governance.

    What This Enables for ServiceNow Customers

    By participating in this Accelerator, customers gain a clear understanding of their current AI readiness related to ServiceNow Generative AI tools, practical recommendations tailored to their objectives, and a prioritized roadmap to implement these capabilities effectively. This structured approach helps maximize the business value of AI features by aligning technical architecture, governance, and process ownership.

    Important Considerations

    • This Accelerator does not include AI solution design, implementation, or technical troubleshooting of Generative AI capabilities.
    • While Jumpstart Your AI Journey is recommended before this assessment, it is not mandatory.

    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

    This Accelerator provides you with an assessment and guidance on your readiness for a selected set of ServiceNow Generative AI Now Assist capabilities. Some example capabilities include:
    • Now Assist Q&A Genius Results
    • Now Assist Conversational Catalog
    • Record summarization (Incident/Change/Case/etc)
    • Resolution notes generation
    • Knowledge creation
    • Chat summarization
    Your Impact Squad provides guidance based on your selected Generative AI products (we recommend up to three per accelerator).

    See Enable AI experiences for additional information on ServiceNow AI-based tools.

    Note:
    This Accelerator is available for Impact Guided+ (Platform Governance), Advanced and Total Packages.

    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)
    • 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

    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. ✓
    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

    This Accelerator does not include:
    • AI solution design
    • Implementation of Generative AI capabilities
    • Technical troubleshooting or remediation of Generative AI capabilities