AI Search in Service Operations Workspace for ITSM

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of AI Search in Service Operations Workspace for ITSM

    AI Search in Service Operations Workspace for ITSM, available starting in version 1.3, enhances your ability to quickly locate relevant information across multiple record types using intelligent query features. Integrated with the Next Experience Unified Navigation, it allows seamless switching between global search results and workspace application results.

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    This AI-driven search experience includes genius result cards that highlight the most pertinent information and actions alongside standard search results, improving efficiency in handling ITSM tasks.

    Key Features

    • Search Application Configuration ([AIS]): Manages AI Search within the workspace, allowing configuration of search sources and behaviors.
    • EVAM Definition Customization: Enables modification of the card layouts for AI Search results to tailor the display of information.
    • Search Profiles: Used to define search scopes and relevance, ensuring the AI Search is tuned to your organization's needs.
    • Genius Result Cards: Display contextually relevant Q&A and other result types, enhancing the search experience with actionable insights.
    • Guided Setup for Migration and Configuration: Facilitates upgrading from Zing to AI Search and helps set up new search sources, profiles, and enable AI Search effectively.

    Practical Implementation Notes

    • Ensure new search sources are indexed, the search profile is published, and AI Search is enabled for optimal performance.
    • The globalSearchDataConfigId UX page property must be set to the AI Search configuration sysid (6fcaa8d770a45110f877edb72a2fbd2f) to activate AI Search.
    • For genius result cards like Q&A to function, AI Search for Next Experience version 3.0 or later must be active, with the relevant configurations enabled.
    • Customization of AI Search through the AI Search Guided Setup allows adding data sources and editing search profiles to suit your operational needs.

    Benefits for ServiceNow Customers

    By leveraging AI Search in Service Operations Workspace for ITSM, you can significantly reduce the time to find critical information and perform actions directly from search results. This leads to more efficient incident resolution, change management, and overall service operations, ultimately enhancing user productivity and service quality.

    Intelligent query features enable you to quickly find the answers that you require. The Next Experience Unified Navigation search field enables you to search multiple record types and switch between global search results and results from the workspace applications that you can access.

    For information about AI Search, see AI Search.

    For information about installing and configuring AI Search in Next Experience, see Install AI Search for Next Experience.

    The following configurations are added for the AI Search experience in Service Operations Workspace.
    • A search application configuration, [AIS]. For information about search application configurations, see Search application configurations. To modify the card layout of the AI Search results, you can modify its EVAM definition, AI Search for Next Experience. Search for and add an EVAM configuration bundle. For information about the EVAM definition, see Configuring EVAM definition.
    • A search profile. For information about search profiles, see AI search profiles.
      Note:
      • AI Search experience is available in Service Operations Workspace starting in version 1.3.
      • AI Search for Service Operations Workspace version 1.3 is compatible with the SR - PlatformX - Search - AI Search for Next Experience Bundle - v2.0. For all upgrade scenarios, use the Guided Setup for Zing to AI Search Migration module and ensure that the following conditions are met:
        • New search sources should be indexed.
        • The search profile should be published.
        • AI Search should be enabled.

        For information about using Guided Setup for Zing to AI Search Migration, see Configuring AI Search for Next Experience.

      • Ensure that the search engine is set to AI Search. To set the AI Search, ensure that the globalSearchDataConfigId UX page property value is set to the sys_id of the AI Search, 6fcaa8d770a45110f877edb72a2fbd2f.
    • Genius results display the most relevant information and actions for a search query using Genius Result cards. The genius result cards appear alongside the regular search results. For more information about genius results, see Genius Results. By default, Service Operations Workspace supports the Q&A genius result configuration. If it isn’t active, ensure the following:
      • Ensure that the version of AI Search for Next Experience is 3.0 or later.
      • Ensure that the Q&A genius result configuration is in an Active state. For more information about the Q&A genius result configurations, see Q&A Genius Results.
    Figure 1. AI Search experience in Service Operations Workspace
    AI Search in Service Operations Workspace.

    You can customize the AI Search experience by adding a data source, editing a search profile, and so on, by using the AI Search Guided Setup. For information on using this guided setup, see Configuring AI Search.