Extend Your AI Search

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Extend Your AI Search

    TheExtend Your AI Searchaccelerator is designed for ServiceNow Impact customers who want to advance their AI Search capabilities beyond foundational use. It provides advanced configuration options and best practice guidance to significantly enhance AI Search’s reach and performance across the customer’s ServiceNow instance.

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    This offering supports customers in optimizing AI Search through tailored coaching sessions, practical demonstrations, and access to resources that promote increased adoption and effective implementation of AI Search features.

    Note that this accelerator is available for customers with Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.

    Key Features

    • Session Preparation: Provisioning of a temporary instance and activation/configuration of necessary plug-ins to enable hands-on learning.
    • Customer Coaching Session #1: Up to 90 minutes covering an overview of advanced AI Search capabilities such as AI Search for Next Experience, Service Operations Workspace (SOW), Recommendations, Natural Language Query (NLQ), Genius Results, and custom table configuration. It includes applied demonstrations and access to a temporary instance valid for 30 days.
    • Optional Customer Coaching Session #2: Up to 60 minutes for Q&A focused on advanced AI Search topics, available upon customer request.
    • Leading Practice Guides and Resources: Comprehensive materials to assist with best practices and optimization.

    Customer Roles and Responsibilities

    • Platform Owner (Required): Oversees the ServiceNow platform, ensures alignment with business strategy, and governs platform usage.
    • System Administrator(s) (Required): Maintains platform stability, manages application support, and implements configuration tasks.
    • Process Owner(s) (Required): Senior leaders accountable for ensuring processes are fit for purpose within their business units.
    • Developer(s), Process Lead(s), Service Manager(s), Trusted Service Partners (Recommended): Provide development, subject matter expertise, service management, and ongoing support aligned with leading practices.

    Considerations and Exclusions

    Some or all activities of this accelerator may not be available in restricted environments, for self-hosted customers, or managed service providers with domain-separated instances. ServiceNow does not implement recommendations directly on customer production or non-production instances.

    This accelerator provides prescriptive guidance on extending your AI Search beyond the foundational level.

    Accelerator Overview

    Extend your AI Search provides Impact customers with advanced tools and insights to extend their AI Search capabilities beyond the foundational level. This offering explores advanced configuration options, enabling customers to greatly enhance the reach and performance of AI Search across their instance stack. This Accelerator also includes key resources and leading practice guides to optimize implementation and drive increased usage.

    Note:
    This Accelerator is available for Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.

    What You Get

    Session Preparation
    • Provision a temporary instance 
    • If applicable, activate and configure related plug-ins
    ​
    Customer Coaching Session #1 (Up to 90 minutes)
    Includes the following:
    • Overview of advanced AI Search capabilities and features
    • Applied demonstration of:
      • AI Search for Next Experience
      • Service Operations Workspace (SOW) Recommendations
      • Natural Language Query (NLQ) Genius Results
      • Genuis Result Configuration
      • Custom Table Configuration
    • Temporary instance with 30 days provided access
    • Leading practice guides and resources
    Customer Coaching Session #2 (optional on Customer request for up to 60 min)
    Opportunity for Q&A related to advanced AI Search capabilities

    Requested Customer Resources

    Customer Resource  Responsibilities 
    Platform Owner- Required 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.
    System Administrator(s) - Required 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.
    Process Owner(s)- Required A senior leader within each business unit for each major process or service, (for example, incident, change, employee onboarding) who is accountable for ensuring the process is fit for purpose. 
    Developer(s)- Recommended Writes code for the ServiceNow platform.
    Process Lead(s)-Recommended  Subject matter expert responsible for managing the applicable process. 
    Service Manager(s)-Recommended  Subject matter expert responsible for managing the applicable service. 
    Trusted Service Partners - Recommended Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward.

    Requested information / access

    Refer to the applicable Impact Accelerator description available at https://www.servicenow.com/legal/servicenow-impact.html

    Exclusions

    This Impact Accelerator in its entirety or portions of the Impact Accelerator activities may not be available to customers in certain restricted environments, to self-hosted customers, or to managed service providers with domain separated instances.

    ServiceNow is not responsible for implementing recommendations on Customer’s non-production or production instances.