Unlock the Power of AI with Now Assist for ITSM

Table of Contents

1. Introduction
2. Safe Harbor Notice
3. Purpose of the Event
4. Housekeeping Items
5. Introducing Isabella and Shashan
6. The Need for Efficiency and Improved Experiences
7. The Challenges in Information Retrieval
8. The Benefits of Nysis for ITSM
9. Features of Now Assist ITSM
   • AI Search
   • Summarizing Tasks and Interactions
   • Incident Summarization
   • Resolution Notes
10. The Power of Generative AI
11. Testing and Validation
12. Conclusion

Introduction

Welcome to this webinar! In today's session, we will be delving into the world of Now Assist for IT Service Management (ITSM). We have a lot to cover, from the exciting features and benefits it offers to the challenges it solves. So, let's get started!

Safe Harbor Notice

Before we dive in, we would like to remind You that all the information we share in this webinar is Based on our Current beliefs and the fast-paced nature of ServiceNow. Therefore, please keep in mind that circumstances may change, and it's essential to consider this when making purchasing decisions in the future.

Purpose of the Event

This webinar is part of a curated event series aimed at connecting you with ServiceNow experts and peers. Our goal is to help you deploy your products and achieve value faster. We hope that after this session, you will join us again for future webinars or meetups. To explore additional Sessions, you can scan the QR code provided.

Housekeeping Items

Before we proceed, we'd like to address a few housekeeping items. Firstly, we have set aside time at the end for a Q&A session. To ask questions along the way, please utilize the Q&A button at the bottom of your screen. Secondly, please note that this presentation will be recorded and shared on our community platform. We will provide the link shortly after the event. Lastly, we would greatly appreciate your feedback, so please fill out the short survey that will be prompted at the end of the event.

Introducing Isabella and Shashan

Allow us to introduce ourselves. My name is Isabella, and I am a product manager here at ITSM. My main focus is on everything related to AI and ML automation within our products. Joining me today is Shashan, a senior director of product management for ITSM. Together, We Are excited to share with you what we have in store for generative AI, particularly in the realm of ITSM.

The Need for Efficiency and Improved Experiences

As we have interacted with numerous customers, one common objective has emerged: the need to provide better experiences and increased efficiency. Almost every organization considers this their mission-critical goal. With this in mind, we have developed Now Assist for ITSM to address these challenges and bring efficiency and improved experiences to the forefront.

The Challenges in Information Retrieval

Before we explore the features and capabilities of Now Assist for ITSM, let's take a closer look at the challenges organizations face in information retrieval. According to Harvard Business Review, 9% of time is spent reorienting tasks after finding information, and 20% of time is dedicated to searching for information to complete a task, as reported by McKinsey. Furthermore, Gartner reveals that 43% of employees miss important information due to having too many applications open. These statistics highlight the issues faced by employees and agents, who often struggle to find the information they need efficiently.

The Benefits of Nysis for ITSM

Nysis for ITSM is a game-changer. It helps drive business by increasing operational efficiency, improving employee experience, and enhancing organizational throughput. With Nysis, employees no longer have to search through snippets of information in articles; they get direct answers to their queries. For service owners, Nysis enables faster problem resolution by providing quick access to Relevant information. Agents can also benefit from Nysis by getting up to speed faster and being assisted with knowledge creation. Overall, Nysis for ITSM streamlines processes and allows employees to focus on what matters most: their work.

Features of Now Assist ITSM

Now, let's explore the exciting features that Now Assist for ITSM brings to the table. 首发， we have AI Search. This powerful capability allows users to perform searches and receive relevant knowledge base articles. However, unlike traditional search engines, Now Assist goes beyond providing search results. It delivers answers to users, reducing Mean Time to Resolution (MTTR) and enhancing the overall experience.

Next, we have the Summarizing Tasks and Interactions feature. With the side panel in Now Assist, agents can easily access summarized information related to an incident or Record. This contextual awareness and guided interaction method help reduce time spent on a task and drive deflection, leading to greater productivity.

Incident Summarization is another valuable feature of Now Assist. It uses generative AI to analyze the conversation history between employees and virtual agents, providing a concise summary of the steps taken and potential issues encountered. This allows agents to quickly understand the Context and assists in knowledge creation.

Lastly, Now Assist simplifies the task of writing Resolution Notes. Instead of agents manually typing out notes, generative AI auto-populates resolution notes in a consistent format. This not only saves time but also ensures standardized documentation, benefiting both current agents and future team members who may need to refer back to the incident.

The Power of Generative AI

Generative AI has transformed the way we work. It represents a fundamental shift in how tasks and interactions are carried out. At ServiceNow, we have harnessed the power of generative AI to seamlessly weave its capabilities into the Fabric of our platform and workflows. Our expertise, application focus, and customer obsession uniquely position us to leverage this technology to Create value for you while providing exceptional experiences for your employees.

Testing and Validation

Before implementing any new features, we rigorously test them in our own environments with our own agents. This ensures that the enhancements we bring to Now Assist for ITSM are not only innovative but also practical and effective. We have witnessed significant improvements in agent productivity, with time savings ranging from 10 to 20 minutes per day. Testing and validation form an integral part of our commitment to delivering a seamless and valuable product experience.

Conclusion

In conclusion, Now Assist for ITSM is a powerful solution that drives efficiency, improves experiences, and empowers employees and agents alike. With features like AI Search, Summarizing Tasks and Interactions, Incident Summarization, and Resolution Notes, we are revolutionizing the way ITSM is carried out. By leveraging the capabilities of generative AI, we provide you with a cutting-edge solution that delivers real value while ensuring an exceptional user experience.

Thank you for joining us today. We appreciate your time, and we look forward to your feedback. If you have any further questions, please feel free to reach out.