TuneUp Your AI Search

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of TuneUp Your AI Search

    The TuneUp Your AI Search Accelerator is designed for ServiceNow Impact customers to assess and optimize the performance of AI Search. It offers a thorough evaluation of AI Search architecture, configuration, and tuning, alongside guidance on improving user experience and search results. This accelerator helps customers enhance AI Search effectiveness through analytics review and prescriptive recommendations.

    Show full answer Show less

    Key Features

    • Provisioning of a temporary instance for hands-on assessment and testing.
    • Updates to the AI Search plugin to ensure current capabilities.
    • Assessment of current AI Search settings, performance, and architecture aligned with leading practices.
    • Tuning support focused on Synonym Dictionary and Query Rules to refine search results.
    • Two customer coaching sessions:
      • Session #1 (up to 90 minutes) covers architecture review, tuning, analytics overview, and optimization guidance.
      • Session #2 (optional, up to 60 minutes) provides a Q&A opportunity to address specific AI Search performance questions.

    Customer Responsibilities

    Effective engagement requires involvement from key roles including:

    • Platform Owner: Accountable for the overall ServiceNow platform governance and alignment with business strategy.
    • Virtual Agent Lead: Subject matter expert for ITSM Virtual Agent, recommended for participation.
    • System Administrator(s): Manage platform stability, application maintenance, and configuration tasks.
    • Developer(s): Handle coding and development within the ServiceNow platform.
    • Trusted Service Partners: May join coaching sessions to learn best practices and support customer initiatives.

    Package Availability and Exceptions

    This accelerator is included in Impact Guided, Guided+, Advanced, and Total packages as described in the applicable ServiceNow Impact Package details.

    Note that availability may be limited or excluded in certain environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted setups, restricted environments, or for managed service providers beyond internal use.

    Important Considerations

    ServiceNow provides guidance and assessment but does not implement configuration changes in customer instances. Customers retain responsibility for applying recommended optimizations within their sub-production or production environments.

    This accelerator provides guidance on fine-tuning artificial intelligent (AI) Search to optimize performance and value.

    Accelerator Overview

    TuneUp Your AI Search Accelerator provides Impact customers with an assessment of AI Search performance and prescriptive guidance to optimize results and improve end-user experience. Included is an assessment of AI Search architecture and configuration, tuning AI Search, an overview of AI Search analytics, and prescriptive guidance on how to optimize performance.

    See AI Search for additional information on AI Search.

    Package Availability

    Note:
    This Accelerator is available for Impact Guided, Guided+ (Strategic Value or Platform Governance), Advanced, and Total packages.

    Offered pursuant to the applicable ServiceNow Impact Package and Accelerator descriptions available at https://www.servicenow.com/legal/servicenow-impact.html.

    What You Get

    AI Search Assessment
    • Provisioning of a temporary instance
    • Updates to AI Search plugin
    • Assessment of current state of AI Search settings and performance
    Customer Coaching Session #1 (up to 90 minutes)
    Customer provided 30 days of access to the temporary instance
    Review of:
    • AI Search architecture and configuration leading practices
    • AI Search tuning (Synonym Dictionary and Query Rules)
    • Overview of AI Search analytics
    • Prescriptive guidance to optimize performance
    Customer Coaching Session #2 (Optional upon Customer request, up to 60 minutes)
    Opportunity for Questions and Answers related to AI Search performance

    Requested Customer Resources

    Table 1. Customer resource and responsibilities
    Customer Resource  Responsibilities  Required Recommended
    Platform Owner Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. ✓
    Virtual Agent Lead

    Subject matter expert responsible for ServiceNow ITSM Virtual Agent.

    		 ✓
    System Administrator(s)

    Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.

    		 ✓
    Developer(s)

    Writes code for the ServiceNow platform.

    		 ✓
    Trusted Service Partners Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward. ✓

    Requested Information

    Please refer to the applicable Impact Accelerator Description available at  https://www.servicenow.com/legal/servicenow-impact.html

    Exceptions

    This Impact Accelerator in its entirety or portions of the Impact Accelerator Activities may not be available to customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, to self-hosted customers, or in other restricted environments, or to managed service providers (except for their internal use).

    ServiceNow is not responsible for implementing any of the recommended configuration changes in Customer’s sub-production or production instances.