Now Assist for IT Service Management
Benefits
Power IT agent productivity with Generative AI
Business Challenge Increased incident
Modern organizations continue to exponentially increase the number of digital deflection rates
services they offer to keep pace with industry demands and employee
expectations. The challenge with the increasing number of digital services is a Decreased resolution
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
wrap time
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-
Lower incident MTTR
powered automation can process these incidents as they come in, or maybe
Simplify agent work to
even proactively address issues before they need human attention.
increase productivity
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.
Features:
AI Search Summarization: Resolution Notes Generation ServiceNow is an
With the introduction of AI search, When an incident is resolved, ITIL industry leader in AI
our platform's native search best practices state providing
functionality became akin to detailed resolution notes. With this
popular consumer-grade offerings. feature, Agents are given an Our years of expertise in AI
Now we combine AI Search results opportunity to review and submit and enable us to weave
with generative AI, instead of auto-generated resolution notes Generative AI into our
search results, you get answers. This based on steps taken, parties applications and workflows
is helpful for employees to find the involved, and successful resolution following these principles:
answers they need and not create actions. Not only is the resolution
requests or incidents for agents. procedure streamlined, but • Central governance
ensures agents in the future can • Secure platform & data
Chat Summarization reference past incidents for help. • UX guidelines & reviews
Speed up transfers and take the • Controlled, phased
chat transcript between the Knowledge Generation releases
• Human Centricity
employee and a Virtual Agent, or Many routine incidents can be
• Diversity & Bias Aware
even live agent, and summarize it. deflected with knowledge content
This is helpful for agents who need but this requires agents to spend
to pick up where the last agent left time creating relevant articles, time
off and quickly get up to speed to that they often do not have. With
tackle the incident, reducing MTTR knowledge generation, articles
and repetitive questions for the can quickly be generated and
requestor. published in a knowledge
management system for agents
Incident Summarization and/or employees to reference
When a request is not submitted and learn from. This will help close
through chat, the first responder the knowledge gap found in many
may not be the right agent to organizations among agents and
handle the incident. In this case, employees.
the next agent needs to quickly
understand the issue and the steps Learn More:
taken so far so they can best Put AI to work for people
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.
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