Achieving business value through AI maturity and workflow integration Transform IT service delivery, empower employee agency, and streamline HR operations by deeply embedding Generative AI into your existing digital workflows Contents 03 What defines AI maturity? 04 Personal productivity meets workflow optimization 06 Use case: Transforming IT service delivery 09 Use case: Empowering employee agency 10 Use case: Streamlining HR operations 12 Two leading GenAI assistants. One seamless user experience. 2 What defines AI maturity? Organizations that outperform with AI are those that have deeply integrated AI capabilities into existing workflows The Enterprise AI Maturity Index underscores that AI use is still nascent today. The majority of organi- zations are stuck in the experimental stage, unsure of how to fully capitalize on AI’s potential. However, the other 18% of enterprises – a smaller cohort we refer to as pacesetters – continue to push ahead with AI innovation and strategy to create significant business value.1 One key method this high-performing group uses to achieve business goals with AI is workflow integration. These busi- nesses are thinking about AI differently from the majority. They aren’t just automating one-off tasks or linear workflows that are easily codified; 61% of them are embracing robust enterprise platforms with built-in generative AI capabilities that are deeply integrated into existing business processes across functions.1 This approach dissolves tradi- tional silos, enhances the flow of data between systems, and elevates employee engagement by getting them out of the work they don’t enjoy or is incredibly repetitive and predictable, and helping them become more strategic. Move from individual task automation to an interconnected AI strategy that powers enterprise-wide productivity Organizations aiming to unlock the full poten- tial of AI should embrace a diverse portfolio of intelligent solutions designed to work seamlessly together. What sets these systems apart is their native AI capabilities and their ability to interop- erate with other applications and platforms, allowing for smooth, end-to-end data flows across all business functions. AI pacesetters are gaining a competitive edge by embedding AI deep within their existing technol- ogy ecosystems, unifying processes and data, and anchoring insights in relevant contexts that enhance decision making. This blend of contex- tual intelligence and connectivity, when combined with the accessibility of natural language models, distinguishes the AI trendsetters from the early AI adopters, allowing the former to achieve greater business value across the enterprise. 38% have uncovered automation opportunities and are currently working to link AI objectives to their enterprise goals.1 are operationalizing AI to drive business objectives.1 are leveraging the full trans- formational power of AI.1 How executives are harnessing the potential of AI 32% 18% ACHIEVING BUSINESS VALUE THROUGH AI MATURITY AND WORKFLOW INTEGRATION PERSONAL PRODUCTIVITY MEETS WORKFLOW OPTIMIZATION 4 The world’s best AI feedback loop meets the domain experts of service to transform enterprise work To help organizations graduate from early AI adoption to the elite cohort of pacesetters that are leading in AI innovation, Microsoft and ServiceNow are collaborating on new GenAI use cases that redefine the boundaries of how – and where – work gets done for both IT personnel and employ- ees. Our shared goal is to continue developing and improving the tools and systems our mutual customers are using to break down business silos, advance toward a unified data ecosystem, reduce monotonous tasks, increase opportunities for engaging strategic work, and ultimately realize the efficiency gains of a fully integrated IT environment. This approach allows for enhanced automation while also addressing the enterprise need for greater risk mitigation and compliance. As a first step toward realizing this vision, ServiceNow’s integration with Microsoft Copilot has effectively combined the GenAI features of the Now Assist chatbot with Microsoft’s leading UI for AI that has become an organizing layer for work impacting more than 400 million people using Microsoft 365.2 Now Assist delivers direct, relevant, and conversational responses to employee requests, connecting exchanges to AI-powered workflows on ServiceNow’s robust platform where it executes actions on behalf of employees. This seamless process, which can streamline IT service delivery and empower employees with self-service options, is now available within Microsoft 365 as an embedded AI agent capable of collaborating with Microsoft Copilot. By connecting two powerful GenAI assistants, ServiceNow and Microsoft are facilitating new channels for data exchange. The resulting synergy between platforms helps unlock the potential of enterprise knowledge and makes it easier to execute tasks without switching contexts. “Today’s news marks a new chapter in the way businesses will operate,” says Dorit Zilbershot, VP of AI Product Experiences at ServiceNow. “With Microsoft as our partner, we’re enabling a smarter way to work, where generative AI assistants can cohabitate and interact to unlock new levels of productivity.” It is through this interconnectivity and integration that ServiceNow and Microsoft aim to help enterprises take advantage of the full transformational power of AI. Today’s news marks a new chapter in the way businesses will operate ACHIEVING BUSINESS VALUE THROUGH AI MATURITY AND WORKFLOW INTEGRATION USE CASE Transforming IT service delivery Help IT teams streamline repetitive, routine tasks and free up time for more strategic, complex work The integration of GenAI into IT service management is more than a shift in technology – it’s a rethinking of how IT teams can function at scale. Just as IT has become ubiquitous among businesses, the roles and responsibilities of IT support personnel are likewise extensive. On its most basic level, IT support is a broad term that encompasses any form of assistance with technology-related services and products. That means that IT support is equally responsible for installing new security software as well as helping for- getful employees recover lost passwords. It becomes evident how tasks can rapidly accumulate given this breadth of duties, overwhelming even the most proficient IT agents and diverting attention from more strategic efforts. What if you could automate more of those Level 0 support requests? Better yet, what if you could take things a step further by automatically resolving repetitive support requests and streamlining how administra- tive work gets done? Natively embedding GenAI capabilities, like Now Assist with Copilot, into your existing workflows, whether operating in Microsoft Teams or ServiceNow, allows IT support personnel to offload the burden of monotonous work. With an additional layer of help built into the platforms they use daily, they can apply GenAI to use cases across IT from enhancing employee self-service to supercharging search capabilities and automatically generating incident summa- ries and resolution notes. Integrating more than one AI assistant offers more opportunities to connect vari- ous segments of an IT team’s routine work- flows. IT Admins can request data stored inside the ServiceNow platform using Now Assist in Teams. They have the opportunity to execute familiar ServiceNow workflows from the same location through the Now Assist agent. In just a few prompts, they can quickly gather the required information and generate a deliverable like an incident report through Copilot – without switching interfaces. IT staff can easily interact with Copilot to set new parameters and create detailed documents in Word or Excel. They can then share these with stakeholders via Outlook, where Copilot can assist again with drafting the email. 6 Automate tier 1 support activities With Now Assist … Empower employees to submit a service request conversationally, walk through a password reset, or schedule time off with Now Assist in Teams. With Copilot … IT Admins can ask Copilot to compile and analyze service request data, provide insights, and identify opportunities to streamline support processes further. ACHIEVING BUSINESS VALUE THROUGH AI MATURITY AND WORKFLOW INTEGRATION 8 Empower employees to self-serve With Now Assist and Copilot … Enable employees to extract relevant information from Now Assist’s knowledge base via Copilot, accessing instant answers to frequently asked questions. With Now Assist and Copilot … IT Admins can keep their knowledge bases up to date by having Now Assist and Copilot draft new articles based on recent tickets and resolutions. USE CASE Empowering employee agency Delight employees by delivering immediate, contextual support from the places they work In today’s dynamic work environment, employees often find themselves bogged down by the need to hunt for information, solve technical issues, and han- dle repetitive tasks. This not only consumes valuable time but also detracts from their ability to focus on what humans excel at: creative thinking, engaging with customers, and tackling unpredictable chal- lenges. Now imagine a workplace where knowledge workers can refocus on high-value tasks – a world where employees can independently find the answers they need to resolve issues, without relying on the immediate assistance of IT personnel. GenAI assistants that are deeply integrated into an organization’s knowledge base or data management system and powered by natural language processing (NLP) algorithms are a great solution for autonomous issue management and resolution. Now Assist and Microsoft Copilot exemplify this use case, seamlessly connecting with popular tools like Microsoft Teams and accessing data stored on Microsoft 365 or the ServiceNow platform. Users can engage in conver- sational experiences grounded in their organization’s current, real-world data without needing to switch applications to find specific information or support.