Jumpstart Your Now Assist for IT Service Management (ITSM)

  • Release version: Xanadu
  • Updated October 9, 2024
  • 2 minutes to read
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    Summary of Jumpstart Your Now Assist for IT Service Management (ITSM)

    The Jumpstart Your Now Assist for ITSM Accelerator is designed to provide Impact customers with a comprehensive overview and demonstration of the Now Assist for ITSM capabilities, leveraging Generative AI. This accelerator showcases how to automate resolution notes and summarize incidents and chat conversations, ultimately facilitating faster incident resolution by minimizing manual tasks.

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    This offering includes key resources and best practices to help customers get started with Now Assist for ITSM. It is available for Impact Guided, Advanced, and Total packages.

    Key Features

    • Session preparation includes provisioning a temporary instance and activating related plugins.
    • Two customer coaching sessions:
      • Session #1 (up to 90 minutes): Overview and applied demonstration of Now Assist for ITSM, including incident summarization and skill customization.
      • Session #2 (optional, up to 60 minutes): Q&A session regarding Now Assist for ITSM and customer-requested resources.
    • 30 days access to the temporary instance provided.
    • Specific customer resources and responsibilities are outlined for effective engagement, including roles for Platform Owners, System Administrators, Service Desk Managers, and Trusted Service Partners.

    Key Outcomes

    By participating in this accelerator, customers can expect to gain a thorough understanding of Now Assist for ITSM capabilities and how to apply them effectively within their organization. It also provides an opportunity to engage with ServiceNow experts, ensuring customers are equipped with the best practices for leveraging the platform to enhance their IT service management processes.

    Note that certain restrictions apply, and ServiceNow resources will not implement recommendations on the customer's production instances.

    The Jumpstart Your Now Assist for ITSM Accelerator provides a demonstration of the possibilities and capabilities of Now Assist for ITSM.

    Accelerator overview

    Jumpstart Your Now Assist for ITSM provides  Impact customers with a comprehensive overview and an applied demonstration of Now Assist for ITSM. Leveraging Generative AI capabilities, this Accelerator showcases how to automatically generate resolution notes and provide incident and chat conversation summaries. By reducing manual tasks, Now Assist enables faster incident resolution.  This offering highlights the possibilities and capabilities of Now Assist for ITSM,  providing key resources and leading practices for  getting started.

    For additional information on the feature, see Now Assist for IT Service Management (ITSM).

    Note:
    This Accelerator is available for Impact Guided, Advanced, and Total packages.

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

    What you get

    Session preparation
    • Provision a temporary instance
    • Activate related plugins
    Customer coaching session #1 (up to 90 minutes)
    Includes the following:
    • Overview of Now Assist for ITSM
    • Applied demonstration of Now Assist for ITSM:
      • Base Skills
      • Incident Summarization
      • Walkthrough of Skill customization
    • Key resources and guides on leading practices
    • 30 days access to the temporary instance is provided
    Customer coaching session #2 (optional upon customer request, up to 60 minutes)
    Opportunity for Q&A related to Now Assist for ITSM

    Requested customer resources

    One or more customer resource is requested. The specific number of resources provided is Accelerator and customer specific.

    Table 1. Customer resource and responsibilities
    Customer resource Responsibilities Required Optional
    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. ✓
    System Administrators 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. ✓
    Service Desk managers Subject matter expert responsible for managing Service Desk.  ✓
    Trusted Service Partners 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, except for their internal  use.

    ServiceNow resources are not responsible for implementing recommendations on the customer’s sub-production or production instances.