ServiceNow Now Assist and GenAI are hugely disruptive technologies. Now Assist like other GenAI text based LLMs has massive potential, however implementing and realising that potential is as challenging as any other digital transformation that a business may attempt to undertake.
GenAI is accelerating the need for digital transformation of the modern enterprise and for those that embrace the challenge and overcome the obstacles the rewards can be great. The implementation of Now Assist and other GenAI capabilities depends upon the overall maturity of your company.
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Approaching the crest of the AI wave
The question is no longer "if" but "when" to advance your AI maturity, as every
industry, organization, and leader faces this opportunity
Company AI Maturity
AI maturity covers many aspects of the modern enterprise and critical not just the readiness of IT to implement the new technology. Like all digital transformation the engagement of the broader business is critical for success and for generating the potential rewards.
Maturity typically consists of the below main aspects:
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Awareness
How aware are the various users of the benefits and drawbacks to Now Assist. How big is the organisational change management challenge. How much training will users need to leverage the power of Now Assist.
Governance
Are there strong governance models in place. Do these governance processes exist across the business or only in IT.
Data
Broadly falling into two areas: Quality and Management. For Now Assist to be successful it requires not just data volume but data quality.
Technology
For Now Assist other GenAI LLMs connectivity is critical. If you have a use case that requires connectivity to another system (workday for example) and ServiceNow is not connected or receiving data for that system then Now Assist is not able to address the use case.
Key Indicators of AI Maturity
There are several measures that can be applied to identify the maturity level of your company and how ready it is for Now Assist.
Innovation Culture
Is there a learning mindset? Are the key users ready to adopt new technologies and capabilities?
Governance
Is there a centre for excellence and innovation in the company? Are key decision makers empowered? Is there an innovation budget allocated?
Data Readiness
How accurate and complete is the CMDB? Knowledge Articles? Service Catalog items? Is there a master data document?
Technology
Is the system architecture well documented? Is ServiceNow well connected with master data sources?
Ensuring success of NowAssist with ServiceNow
AI has become an integral part of our daily lives and is transforming industries across the
board. From navigation apps and speech-to-text tools to facial recognition, AI is
enhancing customer service, increasing efficiency, and empowering employees.
How can these indicators be improved?
Eviden’s ServiceNow practice are experts in Now Assist and can assist with addressing all of the above challenges. Our Envision offering involves not only an assessment of the current maturity but provides detailed reports and actions to approve upon it.
Customers who are looking to embrace Now Assist and derive value for GenAI in general have never had a more acute need for assistance in overcoming significant entrenched issues as illustrated above.