Artificial Intelligence Readiness Assessment
The Artificial Intelligence (AI) Readiness Assessment Accelerator provides an assessment and guidance related to your readiness to start adopting ServiceNow AI capabilities.The Artificial Intelligence (AI) Readiness Assessment Accelerator provides an assessment and guidance related to your readiness for adoption of ServiceNow Generative AI capabilities (Now Assist).
Accelerator Overview
This Accelerator provides you with an assessment and guidance on your readiness for a selected set of ServiceNow artificial intelligence capabilities. Some example capabilities include:
- AI Search
- Issue Auto Resolution (ITSM, HRSD)
- Predictive Intelligence
- Task Intelligence (ITSM, CSM)
- Document Intelligence
- ServiceNow's Gen AI Now Assist capabilities for ITSM, CSM, HRSD, FSM, ITOM, and Creator, such as:
- AI Search Genius Results
- Notes summarization
- Chat summarization
- Resolution notes generation
- Alert summarization
- Creator code development assistance
This Accelerator provides you with an assessment and guidance on your readiness for a selected set of ServiceNow Generative AI Now Assist capabilities. Some example capabilities include:
- Now Assist Q&A Genius Results
- Now Assist Conversational Catalog
- Record summarization (Incident/Change/Case/etc)
- Resolution notes generation
- Knowledge creation
- Chat summarization
See for additional information on ServiceNow AI-based tools.
Nota:
This Accelerator is available for Impact Advanced and Total packages.
Nota:
This Accelerator is available for Impact Guided, Guided+ (Platform Governance), Advanced and Total Packages.
Prerequisites
Jumpstart Your AI Journey (recommended, not required)
What You Get
Importante:
Your Squad will request that you complete a provided intake questionnaire in preparation for the Introduction Session as part of the Accelerator initiation.
The Accelerator activities are led by your Platform Architect (PA).
- Introductory Customer Session (up to 2 hours)
-
- Review the initiative approach and your objectives
- Establish clear expectations regarding the process, your participation, and the level of detail for the deliverable
- Review the ServiceNow AI Blueprint and provide an orientation to selected ServiceNow AI capabilities
- Review the ServiceNow AI Blueprint to identify and prioritize the Generative AI capabilities most relevant to your goals.
- Request that you complete an AI readiness self-assessment related to your selected ServiceNow AI capabilities
- Select the three Generative AI Capabilities to focus on
- AI Readiness Self-assessment Analysis
- Your PA reviews and analyzes your AI Readiness Self-assessment and information gathered from the Introduction Session to prepare recommendations
- Customer Recommendation Session (up to 2 hours)
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- Review your readiness for the selected ServiceNow Generative AI capabilities
- Provide guidance and discuss next steps to further your AI readiness
- Follow-up Customer Session (optional upon customer request - up to 60 minutes)
- Opportunity for Q&A related to the AI Readiness Assessment guidance
- AI Readiness Deliverables
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- Workshop slides
- AI Readiness Self-assessment on selected AI capabilities
- Guidance to improve your AI readiness
- Recommended next steps
Requested Customer Resources
| 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. | ✓ | |
| Platform Administrator | Responsible for the day-to-day administration of the ServiceNow platform. | ✓ | |
| Enterprise Architect Lead | Responsible for overall enterprise architecture, strategy, and governance. | ✓ | |
| Technical Architect Lead | Responsible for overall technical architecture. | ✓ | |
| ITSM Process Owner | Owns the ITSM process(es) related to the service, or ancillary process. Defines agent incident handling process. Provides requirements for ITSM solution. | ✓ | |
| Customer Service Management (CSM) Process Owner |
Owns the CSM process(es) related to the service, or ancillary process. Defines agent case handling process. Provides requirements for CSM solution. Responsible for defining document processing processes. |
✓ | |
| Human Resources Service Delivery (HRSD) Process Owner |
Owns the HRSD process(es) related to the service, or ancillary process. Defines agent case handling process. Provides requirements for HRSD solution. Responsible for defining document processing processes. |
✓ | |
| Field Service Management (FSM) Process Owner | Owns the FSM process(es) related to the service, or ancillary process. Defines FSM case handling process. Provides requirements for FSM solution. | ✓ | |
| Finance / Supply Chain Process Owner | Responsible for defining document processing processes (e.g., drafting and inputting purchase orders into ERP system). | ✓ | |
| ServiceNow Development Owner | Owns the ServiceNow developer tools and development processes. Includes building process flows. Identifies automation opportunities. | ✓ |
Requested Information / Access
- Your Intake Questionnaire to be completed at least one week in advance of the Customer Introductory Session
- Your AI Readiness Self-assessment to be completed at least one week in advance of your Customer Recommendation Session
- Impact materials, such as:
- Customer Impact Plan
- Architecture Blueprint
- Objectives and outcomes
- Capabilities Maps
- Product Adoption Roadmap
Exceptions
This Accelerator does not include:- Developing an AI implementation roadmap
- AI solution design
- Implementation of Generative AI capabilities
- Technical troubleshooting or remediation of Generative AI capabilities