Next steps to modernize IT with GenAI-powered Now Assist. NEXT STEP GUIDE PUT AI TO WORK TO DRIVE BUSINESS TRANSFORMATION IN IT GenAI is an indispensable asset for modern business Generative AI (GenAI) has swiftly evolved from a futuristic buzzword to an indispensable technology asset for modern business. By automating tasks, providing instant insights, and democratizing access to vital information, GenAI can empower your teams to get more done with less effort, propelling your organization forward. While it’s hard to know exactly which GenAI investments will optimize your organization’s technology investments, ensure efficient asset management and compliance, and reduce costs, implementing a solution that streamlines processes across the organization is an essential first step. In this guide, we’ll walk you through your next important steps to business transformation with GenAI for IT service operations and app development. Next Step Guide | Put AI to work to drive business transformation in IT | 2 Start with your people: Are they empowered for success? In business there’s a fundamental truth: Your people are the driving force behind innovation, growth, and success. And yet when your IT teams are mired in time-consuming, mundane tasks, it can hinder progress and impact morale. Consider these examples. • To respond to incidents, IT agents and operators must often comb through and interpret volumes of disparate information from many sources. It’s incredibly time-consuming. However, to serve internal customers effectively, service operations teams must be able to understand problems and resolve them quickly. • The traditional approach to IT asset management (ITAM) often means agents handle asset requests manually. This can create service bottlenecks, increase response times, and slow down procurement, impacting overall operational productivity and user satisfaction levels. • As app creation demands grow by the minute, development leaders are squeezed between the need to build apps faster and the push to meet the looming skills gap via citizen developers. Speed-to-market is crucial for sustaining customer satisfaction and keeping a competitive edge. • Technology teams spend valuable time sifting through volumes of complex, unsorted product feedback and risk missing out on valuable insights. Business stakeholders also face tedious demand-intake procedures that restrict the flow of needs and potentially prevent exposure to innovative ideas. Source: KPMG, Generative AI: From buzz to business value, 2023 77% of business leaders consider generative AI to be the top emerging technology of the next few years. 73% of leaders believe GenAI will increase workforce productivity. What thought leaders are saying about GenAI empowering people “When we saw how generative AI capabilities could deliver rich experiences and unlock the potential of our technology, people, and processes across the organization, we immediately pivoted to embrace it.” Nick Borgwardt, Senior Director of Emerging Technology, ServiceNow “Current generative AI and other technologies have the potential to automate work activities that absorb 60 to 70 percent of employees’ time today.” McKinsey Digital, The economic potential of generative AI: The next productivity frontier (by Michael Chui, Eric Hazan, Roger Roberts, Alex Singla, Kate Smaje, Alex Sukharevsky, Lareina Yee, Rodney Zemmel), 2023 Next Step Guide | Put AI to work to drive business transformation in IT | 3 Expected outcomes* from deploying GenAI in IT *Based on internal results from the ServiceNow IT organization 80K+ hours saved each year, on average, through GenAI- powered IT service operations. 50% productivity increase for IT support agents when GenAI composes resolution notes to close an incident. IT/tech and operations are the top two functional areas respondents are currently exploring to implement generative AI in their businesses.” KPMG, Generative AI: From buzz to business value, 2023 GenAI helps IT do more, faster, and frees up time to focus on growth With the right strategy, GenAI can help you significantly accelerate productivity, improve experiences, and increase agility. You gain the power to drive scale and reduce risk by automatically leveraging learnings from previously resolved incidents and activities. GenAI helps you build technology experiences that will delight employees—from IT self-service and faster resolution of everyday issues to expedited contract capture and product improvement feedback in IT projects. Every IT team member can do more, faster—freeing up time and brainpower to focus on organization wide innovation. GenAI data analysis reduces manual IT processes GenAI can analyze internal and external data and deliver better, more accurate conclusions and recommendations for your IT service agents. It allows them to resolve issues quickly without manually digging for information. IT operators—collaborating with your agents—can use GenAI to rapidly translate cryptic, machine-generated alerts to natural human language, get to the root causes of problems quickly, and suggest steps for swift remediation. Virtual agents provide self-service options In much the same way that users converse with human agents, GenAI can provide rewarding self-service experiences through a virtual agent that promptly provides relevant and accurate responses. Whether they are ordering IT assets, returning assets, or reporting an issue, users can easily access the help they need in seconds, in their local language. Natural language no-code development democratizes app creation With GenAI-enabled low-code capabilities such as text-to-code, text-to-flow, and text-to-process, developers at any level can complete their tasks faster to speed up custom app development as well as quickly build playbooks and catalogs. GenAI can even empower nontechnical users with an intuitive, no-code experience to rapidly create business applications in minutes through simple, natural language conversations. The result is a radical improvement in productivity for your experienced developers and a lower barrier of entry for those just starting to use intelligent automation. Next Step Guide | Put AI to work to drive business transformation in IT | 4 Ensure rapid GenAI ROI with strategic portfolio management A strategic approach to GenAI for ITAM involves integrating a single AI solution into current value streams to enhance your business operating models. For many organizations, cobbling together disparate systems leads to lack of cohesion, broken processes, and dissatisfaction. With a GenAI solution that’s built-in, not bolted on, you can meet all your goals—streamlining data collection and analysis, optimizing asset lifecycle management, verifying compliance, improving security, and reducing costs. A strategic portfolio management (SPM) solution ensures that people across all business units are aligned with consistent processes and interfaces. It can help you prioritize what truly matters, accelerate GenAI value delivery, empower teams, and focus everyone on initiatives that align with your goals. ServiceNow SPM streamlines ITAM project management The digital transformation at most companies is outpacing the ability of IT departments to create optimized workflows and effectively communicate processes that people will use. With an abundance of outdated and inaccurate data stored in multiple locations, planning, prioritization, and delivery of strategic initiatives is often delayed or derailed—leading to missed opportunities in value delivery, wasted time and resources, and poor alignment. GenAI turns strategic portfolio management into a productivity tool Implementing a single source of truth for all business areas using simple, intuitive tools can help companies plan, communicate, and adjust activities. And by breaking down silos, teams across the organization gain visibility into requirements and business goals. With ServiceNow SPM, you can build a successful AI strategy to deliver on the promise of improved productivity. You’ll be able to quickly and easily: • Clearly communicate priorities across the organization and to key stakeholders • Prioritize AI use cases and ideas based on value, feasibility, and strategy • Transparently deliver all AI projects, products, and services across the organization • Integrate the enterprise architecture to improve efficiency, productivity, and satisfaction As a result, you can gain improved customer value, accelerated alignment, and better business outcomes for your GenAI investments. What thought leaders are saying about GenAI in strategic portfolio management “70% of companies lack a cohesive strategy and roadmap for implementing AI—and they see that as a key challenge to their success.” Frost & Sullivan, Put AI to Work for People, 2024 “Tracking the evolution of tools and applications to keep pace with innovation will be imperative.” KPMG, Generative AI: From buzz to business value, 2023 Next Step Guide | Put AI to work to drive business transformation in IT | 5 Control risks with governance and accountability For many business leaders, security and governance are major concerns for GenAI. In a recent survey, 45% of executives said they believe GenAI can harm trust of their organizations if the proper governance tools and technology are not implemented.1 Implementing the appropriate guardrails and having a solid, risk-based strategy are the first steps to implementing a GenAI initiative that builds trust and serves the organization. Approximately 70% of companies lack a cohesive strategy and roadmap for implementing AI—and they see that as a key challenge to their success.2 Justifying investment in GenAI begins with choosing AI solutions purpose-built for your use cases and that solve critical challenges, unify business units, and deliver a cohesive strategy for business transformation. A single source of truth across the enterprise Unifying all your enterprise management solutions on one platform and implementing a robust governance framework will ensure that you can promptly and accurately respond to emerging government regulations of AI systems.