Previously, we’ve had the chance to chat with Damien Davis, Senior Director of Product Management for ServiceNow’s ITSM Business Unit, to get his insights and predictions on how Generative AI can be applied in the ITSM product suite. Now, we’re taking an even deeper dive into how Gen AI can transform the entire ServiceNow ecosystem, delivering value to users while also considering potential challenges and how to overcome them.  

Generative AI in ServiceNow 

In today's digital hustle and bustle, businesses are always on the hunt for new ways to smooth out operations, boost productivity, and keep customers happy. Gen AI has stepped up as a real game-changer in this quest, offering organisations capabilities to drive tangible business benefits.  

Generative AI, in the world of ServiceNow, means we’re infusing the platform with AI-powered functionalities to make things run smoother, faster, and smarter. With advanced machine learning algorithms up its sleeve, Gen AI helps us automate the boring routine, predict what users need before they even ask, and swoop in to save the day when things go sideways.  

Applications Across ServiceNow Modules 

Gen AI is woven into multiple modules across the ServiceNow platform, revolutionising how we handle essential tasks in IT, HR, and customer service.

• ITSM 

In IT Service Management (ITSM), Generative AI jumps in to sort through incidents in the blink of an eye. It learns from past problems to predict future ones and writes up helpful how-to guides for users to tackle straightforward issues on their own. Incidents also get categorised and prioritised swiftly based on their descriptions with Gen AI’s automated triaging system, ensuring critical problems get addressed timely. 

• HRSD 

Over in Human Resources Service Delivery (HRSD), Gen AI becomes your personal assistant, making employee onboarding a breeze by automating processes such as account provisioning, equipment set, and training session scheduling. The automated ticket routing also helps in efficiently routing requests to an appropriate specialist through content analysis so that they are handled by the most qualified personnel with minimal response times. Gen AI also provides HR with a detailed review of employees’ performance evaluation data and personalised feedback by identifying trends, strengths, and areas for improvement, to facilitate more effective performance management discussions.  

• Customer Service 

And let’s not forget about how Generative AI can be incorporated into the CSM (Customer Service Management) suite to fast-track request resolution. The technology summarises chats and case records for agents so that your team can have all the information they need without the fuss of going through documents and records. Case resolution notes can also be generated automatically by Gen AI using your historical data and use cases, giving you details including problem causes and resolution code to help you wrap up cases more efficiently.  

What does it mean to you? 

Bringing Generative AI into ServiceNow can give your operations a turbo boost. By automating routine tasks and empowering us to make smarter decisions, it will accelerate service delivery, reduce manual errors, and basically make life easier for every stakeholder.  

Empowering ServiceNow Administrators 

For the wizards behind the scenes, aka. ServiceNow Administrators, Gen AI is a trusty sidekick. Through AI-driven analytics and predictive modelling, administrators can find optimisation opportunities across the platform’s daily operation, such as bottlenecks of existing workflows. With a more accurate anticipation of capacity, admins can easily fine-tune configurations to align ServiceNow with wider business goals, multiplying return on investment.  

Challenges and Considerations 

Of course, bringing in all these opportunities isn’t without its challenges. As this technology becomes more prevalent in processes, particularly those involving engagement with end-users, we've got to keep an eye on privacy. Users should also examine their system regularly to see if there are hidden biases in AI algorithms   

Our recommendation for this is a focus on talent development and cross-functional collaboration, ensuring that responsible individuals have the necessary resources to monitor operations and address issues promptly. We believe that’s the only right way to fully leverage Generative AI and achieve sustainable business outcomes. 

Looking Ahead 

The future’s looking bright, and as Generative AI evolves, we’re excited to see how it’ll shake up things even more. From predictive analytics to intelligent automation, which we never dreamed possible, Gen AI is leading the charge into a future where we work smarter, not harder. By embracing this transformative technology at an early stage and nurturing a culture of experimentation, organisations can position themselves at the forefront of digital transformation, delivering lasting value to stakeholders. 

If you’re scratching your head wondering how to make the most of all these Gen AI tricks in ServiceNow, or if you simply need some guidance for mapping out your next steps, our team at Unifii is here to help. Feel free to reach out to us, and let’s start a conversation about how we can support your needs.