Since the release of ChatGPT in 2022, AI has been a central topic in IT Service Management (ITSM). AI’s influence, once subtle, is now a significant part of our personal and professional lives. From human-like text chats to AI-generated images, AI capabilities are now accessible on various devices.
With the early release of the ServiceNow Vancouver version, we can explore the potential of ServiceNow’s Generative AI strategy. This update enhances ITSM processes by integrating AI for ITSM directly into the platform, offering new levels of automation and intelligence.
Generative AI for ITSM Excellence
The Vancouver release aims to bring AI into a reliable, human-centered approach. As a result, organizations can use AI while ensuring a secure, governed platform. Let’s examine some of the AI for ITSM capabilities now available in ServiceNow.
Case Summarisation with ITSM Tools
Agents often face challenges in delivering fast and accurate resolutions due to difficulties in gaining a clear overview of cases. With Generative AI in ServiceNow, agents can quickly get a summarized view of a case or incident. They also receive recommendations for the next steps to resolve the issue. This reduces the manual workload, boosts productivity, and speeds up customer outcomes, which is essential for enhancing ITSM service.
Moreover, the native Generative AI within the ServiceNow ITSM framework ensures data security, keeping it safe from external tools.
Now Assist: Intelligent Self-Help in ITSM
Many users already use AI platforms like ChatGPT for writing tasks such as cover letters and emails. This natural language capability now extends to ServiceNow, where users can create a Knowledge Base for ITSM processes..
Now Assist for Search
Improves upon existing AI-powered search features, providing more accurate responses based on the customer’s own environment. This reduces errors significantly, minimizes agent interactions, and enables customers to solve issues independently—a key feature of modern ITSM tools.
Text-to-Code: Streamlining IT Service Management
Developing code for routine tasks can be tedious. The Generative AI feature, Text-to-Code, allows developers to describe their needs in natural language. The AI then converts these descriptions into high-quality code. Available in the ServiceNow Vancouver version, this feature speeds up development, making it a valuable addition to the ITSM automation toolkit.
Still, the human-in-the-loop approach is essential. It ensures that AI-generated code aligns with standard practices and meets organizational needs.
Easily Configurable AI for ITSM
ServiceNow’s focus on low-code/no-code capabilities empowers citizen developers to configure Generative AI using flows in the Flow Designer. This aligns with the goal of making ITSM frameworks more accessible within the platform. Developers can start the controller with a simple action and choose which Generative AI feature to activate, enhancing the flexibility of ServiceNow ITSM.
You can use these tools for various purposes, like changing incident priorities based on sentiment analysis or generating summaries with actionable steps. These examples demonstrate the versatility of ServiceNow’s ITSM tools.
The types of AI response types seen in the picture are all OOTB.
What you want to do with the output, is completely up to your imagination. Examples, jokes and serious, could be:
- changing the priority of an incident based on the sentiment analysis;
- summarising and giving an actionable list of steps based on the description of a case;
- producing an actionable list of steps to solve an issue before the end user needs the attention of an agent;
- generating a list of jokes and sending it to the requester if the requester seems to be in a bad mood.
The Future of AI for ITSM with ServiceNow Vancouver
AI technology has been a core part of ServiceNow since 2017. With global advancements in AI, the Vancouver release introduces a more direct connection between users and AI, setting the stage for future innovations in AI for ITSM.
ServiceNow is charting a new course in IT management, and the Vancouver release represents a significant step toward more intelligent, automated, and user-centric IT service solutions. Stay tuned for more updates as the full version rolls out.
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Have any questions or want to request a demo? Reach out to our team to discover how AI for ITSM in the ServiceNow Vancouver version can transform your IT operations. Reach out to our team.
