TuneUp Your AI Search

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

    The TuneUp Your AI Search Accelerator is designed for ServiceNow Impact customers to assess and fine-tune their AI Search implementation. It helps optimize AI Search performance and enhance the end-user experience by evaluating architecture, configuration, and tuning settings, as well as providing analytics insights and prescriptive guidance.

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    This accelerator is available exclusively for Impact Advanced and Total packages.

    Key Features

    • AI Search Assessment: Includes provisioning a temporary instance and updating the AI Search plugin.
    • Performance Review: Detailed analysis of the current AI Search settings and performance.
    • Customer Coaching Sessions: Two sessions are provided—an initial 90-minute coaching session covering architecture, tuning (including Synonym Dictionary and Query Rules), and analytics overview; plus an optional 60-minute follow-up session for Q&A.

    Customer Responsibilities

    Successful engagement requires involvement from key roles:

    • Platform Owner: Oversees platform accountability, governance, and alignment with business strategy.
    • Virtual Agent Lead: Subject matter expert for ITSM Virtual Agent.
    • System Administrators: Maintain platform stability and perform application maintenance and configuration.
    • Developers: Responsible for coding and configuration tasks.
    • Trusted Service Partners (Recommended): Participate in coaching sessions to learn best practices and possibly support ongoing efforts.

    Important Considerations

    • Some environments, such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, or managed service providers (except internal use), may have restricted access to this accelerator.
    • ServiceNow provides recommendations but does not implement configuration changes in customer instances.

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

    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.

    Note:
    This Accelerator is available for Impact 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 
    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.
    Virtual Agent Lead (Required)

    Subject matter expert responsible for ServiceNow ITSM Virtual Agent.
    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.
    Developer(s) (Required)

    Writes code for the ServiceNow platform.
    Trusted Service Partners (Recommended) 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.