Now Assist for IT Service Management Power IT agent productivity with Generative AI Business Challenge Modern organizations continue to exponentially increase the number of digital services they offer to keep pace with industry demands and employee expectations. The challenge with the increasing number of digital services is a large increase in the number of incidents – both from employees and customers using these services as well as the machines or infrastructure on which these services may be running. It’s pretty much impossible to scale people and manual processes to keep up with the increased incident volume - and this is where AI- powered automation can process these incidents as they come in, or maybe even proactively address issues before they need human attention. ServiceNow Solution Now Assist for ITSM is our generative AI-powered application that enhances our existing industry-leading AI capabilities – which in combination, elevate the employee experience and accelerate productivity within IT to the next level. Fundamentally with Generative AI, we are able to improve our ability to understand user intent, synthesize knowledge from the data on the Now Platform, and generate contextualized responses. We’re incorporating Generative AI at the platform level and applying it to use cases across IT from enhanced self- service search to incident summaries and resolution notes generation. Now Assist for ITSM provides context and streamlines work allowing IT staff to spend more time resolving complex issues. Now Assist for ITSM summarizes an incoming incident, past actions taken, and suggests next steps for an agent to take towards resolution. Benefits Increased incident deflection rates Lower incident MTTR Simplify agent work to increase productivity Decreased resolution wrap time Features: AI Search Summarization: With the introduction of AI search, our platform's native search functionality became akin to popular consumer-grade offerings. Now we combine AI Search results with generative AI, instead of search results, you get answers. This is helpful for employees to find the answers they need and not create requests or incidents for agents. Chat Summarization Speed up transfers and take the chat transcript between the employee and a Virtual Agent, or even live agent, and summarize it. This is helpful for agents who need to pick up where the last agent left off and quickly get up to speed to tackle the incident, reducing MTTR and repetitive questions for the requestor. Incident Summarization When a request is not submitted through chat, the first responder may not be the right agent to handle the incident. In this case, the next agent needs to quickly understand the issue and the steps taken so far so they can best tackle resolution. With incident summarization, the issue, actions taken, and potential next steps are neatly summed up for the next agent to quickly ingest before beginning to resolve the incident. Resolution Notes Generation When an incident is resolved, ITIL best practices state providing detailed resolution notes. With this feature, Agents are given an opportunity to review and submit auto-generated resolution notes based on steps taken, parties involved, and successful resolution actions. Not only is the resolution procedure streamlined, but ensures agents in the future can reference past incidents for help. Knowledge Generation Many routine incidents can be deflected with knowledge content but this requires agents to spend time creating relevant articles, time that they often do not have. With knowledge generation, articles can quickly be generated and published in a knowledge management system for agents and/or employees to reference and learn from. This will help close the knowledge gap found in many organizations among agents and employees. Learn More: Put AI to work for people © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. Put AI to work for people servicenow.com • Central governance • Secure platform & data • UX guidelines & reviews • Controlled, phased releases • Human Centricity • Diversity & Bias Aware Our years of expertise in AI and enable us to weave Generative AI into our applications and workflows following these principles: ServiceNow is an industry leader in AI