Setting up AI Search in Service Operations Workspace for ITSM

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Setting up AI Search in Service Operations Workspace for ITSM

    This guidance explains how to enable and configure AI Search within the Service Operations Workspace for IT Service Management (ITSM) in the Yokohama release. AI Search enhances the search experience by providing intelligent query features that help users quickly find relevant answers across multiple record types within the workspace.

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    Key Features

    • Next Experience Unified Navigation Search: Allows searching multiple record types and toggling between global results and workspace-specific results.
    • Search Application Configuration ([AIS]): A dedicated configuration to support AI Search functionality within the workspace.
    • EVAM Definition Customization: Enables modification of the card layout for AI Search results by adjusting the EVAM configuration bundle.
    • Search Profile: Controls the scope and behavior of AI Search queries.
    • Genius Results: Displays relevant information and actions using Genius Result cards alongside regular search results, including default Q&A configurations.
    • Compatibility and Version Requirements: AI Search is available starting from Service Operations Workspace version 1.3 and requires AI Search for Next Experience version 3.0 or later for certain features like Q&A genius results.

    Configuration and Setup

    • Use the Guided Setup for Zing to AI Search Migration when upgrading to ensure new search sources are indexed, the search profile is published, and AI Search is enabled.
    • Set the search engine to AI Search by configuring the globalSearchDataConfigId UX page property to the AI Search sysid (6fcaa8d770a45110f877edb72a2fbd2f).
    • Customize the AI Search experience through the AI Search Guided Setup, which allows adding data sources and editing search profiles as needed.

    Benefits for ServiceNow Customers

    Implementing AI Search in Service Operations Workspace streamlines the search process for ITSM teams by delivering more relevant and actionable results quickly. Customers can expect improved productivity and user satisfaction through intelligent search capabilities, customizable search result presentations, and integrated Genius Result cards that highlight key information and actions directly from search queries.

    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.