Unlocking AI at UP3: All in on AI

Just over a year ago, ServiceNow repositioned as “the AI platform for business transformation”. It was an unmistakable sign of how transformative AI and ServiceNow was going to become for enterprise technology. AI’s incredible capabilities were allowing ServiceNow to add value in ways that simply weren’t possible before.

As one of the UK’s leading ServiceNow partners, this was our cue to fully embrace the AI revolution. We’ve gone all-in with AI, building our own tools for internal efficiency and creating new products and opportunities for our customers. And we’ve kept learning as ServiceNow’s AI-centric strategy and functionality develops.

In our new blog series, we’ll highlight how UP3 is leading the way with AI for our customers, our people and within the ServiceNow ecosystem.

In this first blog, we set the scene – outlining how we’ve pivoted our business around AI as we enter this exciting new era.

Our approach spans four areas:

• Developing and demonstrating world-class AI expertise
• Embedding excellence to drive an AI-first mindset
• Integrating AI into our own processes
• Nurturing a culture of continuous learning

World-class AI expertise

First and foremost, we’ve established significant AI experience over the past couple of years, developing a deep understanding of generative AI tools and AI Agents while staying abreast of the ever-evolving AI capabilities within the ServiceNow platform. And our in-depth expertise and proven success has now been officially recognised by ServiceNow.

We’re incredibly proud that UP3 is the first ServiceNow partner – anywhere in the world – to have been accredited with a Validated Practice for AI. It’s a huge achievement for our team and reflects both our expertise as well as our track record in delivering AI projects built with Now Assist for CSM on the ServiceNow platform.

A Validated Practice is awarded after a thorough process led by ServiceNow themselves. It’s based on interviews with our team to understand our AI strategy and offering, and our knowledge of ServiceNow’s AI capabilities. Most crucially, it’s also judged by an analysis of our AI deployments to date and the customer satisfaction levels achieved.

The accreditation means customers can feel assured that they can come to us for any AI-related idea or issue and receive world-class expertise from our group of trusted experts.

Embedding excellence to drive an AI-first mindset

Remaining at the forefront of AI developments is vital given how fast this field is moving. To ensure we have the right skills on tap, and that we’re spreading that knowledge widely among our team, we’ve established our AI Centre of Excellence at UP3.

Populated by a cross-section of AI enthusiasts from across the business, our AI Centre of Excellence helps advocate and embed an AI-first mindset in everything we do. This group meets weekly to share ideas, develop technical skills and share learnings around ServiceNow’s AI offerings as well as broader AI trends and implications.

It’s also become the focal point for AI experimentation and development that benefits our customers and our team, identifying use cases where AI will make an impact, and then building the tools to make them a reality.

Integrating AI into our processes

We passionately believe that the best way to become an expert in AI is to use it actively in your own business. You can’t advise others properly without personal experience of AI’s capabilities.

That’s why we’ve integrated AI into key workflows across our organisation, from automating the output of customer meetings, to speeding up our admin processes. We’ve found AI agents to be particularly revolutionary for our business process consultants, freeing them up to focus even more on our customers’ most pressing challenges.

For example, we have built an AI Agent that automatically creates RIDAC reports (risk, issues, decisions, actions and changes) from multiple meeting transcripts – meaning a task that used to take days now takes hours, enabling more time to be spent delivering customer results and driving quicker time to value.

Nurturing a culture of learning

All this AI-focused work is ongoing – it’s never “finished”. So, it must be underpinned by a UP3 culture that stays current and keeps up with AI developments as the technology evolves.

To that end, we’re investing in our own education. We’re holding AI hackathons to learn by doing, sharing relevant podcasts, and attending training courses to develop our skills, to ensure we stay world-class. One area we have focused on within this is prompt engineering to get the most out of LLMs – and we’ve found Udemy’s prompt engineering course to be especially useful, for anyone who wanted to learn this skill.

Above: AI Centre of Excellence at their latest hackathon

Leading the way

AI is the great technological shift of our time. It’s opening up new opportunities to improve processes, enhance customer experiences, create innovative ideas and accelerate business transformation.

Investing in AI capabilities and knowledge has been transformational for us at UP3 and we’re already seeing the fruits of that in our customer projects. In the next blog in this series, we’ll explore some examples of our work in practice, before turning to our AI Service Offerings in the final blog.

Visit our AI page to find out how we have put AI at the heart of our own business and our offerings. Or, to chat about how you can get started with AI, get in touch, we’d love to talk.