Jumpstart Your Virtual Agent

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • This accelerator provides guidance on realizing benefits with the ITSM Virtual Agent.

    Overview

    Jumpstart Your Virtual Agent provides Impact Customers with an applied demonstration of ITSM Virtual Agent capabilities. This includes a technical overview of how to set up ITSM Virtual Agent, resources, training, and services available to successfully implement ITSM Virtual Agent. It aims to help Customers remove barriers and accelerate Virtual Agent adoption by demonstrating ITSM Virtual Agent capabilities in a temporary instance, which is a clone of the Customer’s selected production environment.

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

    What you get

    Virtual Agent Activation
    • Provisioning of a temporary instance
    • Virtual Agent plugin activation
    • Execution of Virtual Agent topic recommendations and related tools
    • Activation of core topics
    • Collaboration tool and Live Agent demo setup
    Customer Coaching Session #1 (up to 120 min)

    Review of:

    • What is Virtual Agent
    • Applied demo
    • Process overview
    • Review 'what was done'
    • Plugins
    • Virtual Agent topic recommendations and related tools
    • Key implementation resources
    Customer Coaching Session #2 (Optional upon Customer request – up to 60 min)
    • Opportunity for Q&A related to ITSM Virtual Agent
    • Provide additional guidance on implementation resources and process, plugins, findings

    Requested customer resources

    Table 1. Customer resource and responsibilities
    Customer Resource  Responsibilities 
    ITSM Virtual Agent Lead - Required Subject matter expert responsible for implementing ITSM Virtual Agent.
    IT Service Desk Manager - Recommended Subject matter expert responsible for managing IT Service Desk.
    System Administrator(s) - Recommended 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.
    Enterprise Architect(s) - Recommended Provides a holistic view of the organization’s strategy, processes, and other systems, including any necessary policy or organizational requirements. Helps guide the Platform Owner to align with technical or functional standards.
    Developer(s) - Recommended Writes code for the ServiceNow platform.

    Requested information/access

    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.

    ServiceNow is not responsible for implementing ITSM Virtual Agent recommendations on Customer’s sub-production or production instances.