Jumpstart Your Natural Language Understanding

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Jumpstart Your Natural Language Understanding

    The Jumpstart Your Natural Language Understanding (NLU) Accelerator is designed for Impact customers to provide a detailed introduction to NLU capabilities within ServiceNow. It covers foundational features such as Planning, Building, Sizing, Training, Vocabulary, Testing, Entity, Deployment, and Monitoring to help increase Virtual Agent adoption. This accelerator is available for Impact Guided, Advanced, and Total packages and supports laying a strong foundation for effective NLU implementation.

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    What You Get

    • Session Preparation: Includes provisioning a temporary instance, activating and running Intent Discovery, and assessing current NLU models if applicable.
    • Customer Coaching Session #1 (up to 90 minutes): Focuses on NLU best practices, component reviews (Intent, Entity, Vocabulary), deep dives into each component, and demonstrations of testing and tuning. Access to a temporary instance is provided for 30 days.
    • Customer Coaching Session #2 (optional, up to 60 minutes): Provides a Q&A opportunity for deeper understanding of NLU.

    Customer Roles and Responsibilities

    • Platform Owner: Oversees the ServiceNow platform, ensures alignment with business strategy, and governs platform usage.
    • System Administrator(s): Maintains platform stability, manages support cases, and implements configuration tasks and features.
    • Virtual Agent Lead: Acts as the subject matter expert for ServiceNow ITSM Virtual Agent.
    • Developer(s): Responsible for coding within the ServiceNow platform.
    • Trusted Service Partners (Recommended): Participate in coaching sessions to learn best practices and support ongoing customer efforts.

    Important Notes and Limitations

    • The accelerator may not be available in certain restricted environments, including FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, or managed service providers except for internal use.
    • ServiceNow does not implement NLU recommendations on customer sub-production or production instances.
    • For full details on terms and package applicability, customers should review the applicable Impact Package and Accelerator descriptions.

    The Jumpstart Your Natural Language Understanding (NLU) Accelerator provides a demonstration of the possibilities and capabilities of Natural Language Understanding.

    Overview

    Jumpstart Your Natural Language Understanding provides Impact customers with a comprehensive overview of Natural Language Understanding, including many of the underlying features, such as, Planning, Building, Sizing, Training, Vocabulary, Testing, Entity, Deployment, and Monitoring. This offering aims to educate and help you increase your Virtual Agent adoption by laying the groundwork for a healthy foundation.

    For related information, see Virtual Agent or Natural Language Understanding.

    Note:
    This Accelerator is available for Impact Guided, 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

    Session Preparation
    • Provision a temporary instance 
    • Activate and run Intent Discovery
    • Assess current NLU models, if applicable
    ​
    Customer Coaching Session #1 (Up to 90 minutes)
    Includes the following:
    • NLU leading practices and resources review
    • NLU component review:
      • Intent
      • Entity
      • Vocabulary
    • Individual deep-dive into each NLU component
    • Demonstration of testing and tuning
    • Temporary instance with 30 days of provided access
    Customer Coaching Session #2 (Optional upon Customer request - up to 60 minutes)
    Opportunity for Q&A related to Natural Language Understanding

    Requested Customer Resources

    Table 1. Customer resource and responsibilities
    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.
    System Administrator(s) (Required) 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.
    Virtual Agent Lead (Required)

    Subject matter expert responsible for ServiceNow ITSM Virtual Agent.
    Developer(s) (Required)

    Writes code for the ServiceNow platform.
    Trusted Service Partners (Recommended) Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward.

    Requested Information/Access

    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 Natural Language Understanding recommendations on Customer’s sub-production or production instances.