By automating tasks, providing instant insights, and democratizing access to vital information, generative AI (GenAI) can empower your teams to do more with less effort, propelling your organization forward. Implementing a solution that streamlines processes across the organization is an essential first step.
Let’s explore further into GenAI-powered transformation of IT service operations and strategic portfolio management.
AI use is expanding across the enterprise. Unfortunately, without a solid strategy and roadmaps for GenAI, everything downstream is just ad hoc. This is especially true in industries with strict regulations. To build an actionable strategy, here are questions every executive team needs to consider:
- Is your organization’s AI vision clear and well communicated across all levels of leadership?
- Is there a designated leader or team responsible for overseeing AI strategy and implementation across the enterprise?
- To what extent is there a culture of cross-departmental collaboration to drive AI adoption?
- Are your leaders aware of the potential risks, such as ethics and compliance?
The answers to these questions should lead you to an AI strategy that revolves around a vision fully aligned with business goals, market conditions, and competitive pressure around the use of AI.
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 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.
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.
Now Assist for ITSM applies industry-leading AI capabilities to elevate the employee experience and accelerate productivity within IT to the next level. With it, you can raise agent productivity, provide intelligent experiences, and reduce analysis time.
- Free your agents to focus on complex issues by offering self-service options via a natural language virtual agent. Give agents accurate query responses and summarized search results. Streamline processes with summaries of virtual or live agent chats for faster handoffs and AI-generated notes detailing steps taken, parties involved, and resolutions.
- Expedite operator responses and reduce triage efforts by providing operators with plain-language summaries of alert descriptions. AI-analyzed alerts can instantly identify underlying issues, and AI-generated insights help triage issues quickly and accurately, reducing skills gaps.
Use the power of GenAI to replace cryptic alert descriptions with simplified, plain-language summaries so your operators can quickly understand. With Now Assist for ITOM operators get intelligent analyses of alerts to identify issues and suggest next steps.
- Accelerate operator response and reduce mean time to repair (MTTR) by providing a better experience, cutting analysis time, and easing the need to search through knowledge articles to determine what is happening and what actions are needed when an alert occurs.
- Reduce operational effort by lowering the time operators need to analyze each alert, increasing efficiency and allowing IT Operations to scale in response to an ever-increasing number of digital services.
- Make the best use of available skills by empowering less experienced operators through GenAI insights that help them quickly and accurately triage alerts.
Now Assist for SPM breaks down barriers between business stakeholders and your technology team by using GenAI to ensure that business demands and feedback are communicated clearly, efficiently, and effectively.
- Respond faster to business and customer needs with simplified, streamlined demand and product feedback intake processes that empower stakeholders to respond faster and more efficiently to customer needs.
- Transform the business stakeholder experience, providing an intuitive conversational interface that streamlines demand creation— increasing adoption of the demand intake process by making it easy to use.
- Give product managers easily understood product feedback summaries, letting them quickly and easily access and prioritize feedback—saving them time and allowing them to take on additional high-value work.
We know the transformational impact that AI can have on an enterprise is significant. Since 2017, the ServiceNow Research team has published over 70 studies on GenAI and large language models (LLMs). The Now Platform® is a powerhouse of intelligence, ready to meet the complex security and governance demands of today, including:
- The ability to unify all your enterprise management solutions on one platform with a robust governance framework so you can promptly and accurately respond to emerging government regulations of AI systems.
- A single source of truth for all your applications, processes, and projects that use AI models—including privacy, data protection, and security—to enable you to import relevant regulations, rapidly create policies and test controls, and deftly address compliance violations.
- Built-in predictive intelligence to help you stay on top of vulnerabilities and quickly mitigate ever-changing technology and cyber risks.
- The domain-specific Now LLM, which is faster, more affordable, accurate, and secure.
- Low-code capabilities to reduce app development time, improve productivity, and create seamless coding experiences using Now Assist for Creator.
2 Internal results from the ServiceNow IT organization