Artificial Intelligence Readiness Assessment
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 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
Your Impact Squad provides guidance based on your selected Generative AI products (we recommend up to three per Accelerator).
See for additional information on ServiceNow AI-based tools.
Package Availability
Note: This Accelerator is available for Impact Guided+ (Platform Governance add-on), Advanced and Total Packages.
Prerequisites
Jumpstart Your AI Journey (recommended, not required)
What You Get
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 to identify and prioritize the Generative AI capabilities most relevant to your goals.
- Select the three Generative AI capabilities to focus on
- Customer Recommendation Session (up to 2 hours)
- 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
Materials from all collaborative sessions:
- Session slides
- Analysis reports
- Leading practices & targeted recommendations
- Actionable guidance to support your 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. | ✓ |
Exceptions
This Accelerator does not include:
- AI solution design
- Implementation of Generative AI capabilities
- Technical troubleshooting or remediation of Generative AI capabilities