AI is top of the agenda for today’s IT decision-makers. While the power of this extraordinary technology isn’t in doubt, the challenge is to deploy and leverage its capabilities in a way that gives your organisation an edge over the competition.
This is where ServiceNow comes in.
ServiceNow is the only platform where AI, data, and workflows can all work seamlessly together. Through this intelligent automation, businesses can optimise and even reimagine their processes, moving faster and delivering more.
If your organisation hasn’t yet embraced ServiceNow’s AI capabilities, you risk falling behind as others transform their operations.
What AI capabilities does ServiceNow offer?
At the core of ServiceNow's AI offering is Now Assist, a comprehensive suite of AI tools designed to enhance productivity across the platform. Now assist capabilities are available as an add-on license to customers using either a Professional or Enterprise tier of a base product.
Now Assist empowers employees with generative AI, helping with tasks throughout the enterprise, including:
- Summarise incidents and cases: Helping service desk agents to quickly summarise Incidents or Cases for a speedy resolution.
- Generate emails, recommend email replies, and reply to chats: Speeding up and even automating responses via email and chatbots.
- Create code, catalogue items, and even entire applications: Extended capabilities help developers by providing structures and automating routine coding tasks.
These capabilities don’t require specialised AI expertise to implement, allowing teams to quickly deploy AI solutions that deliver immediate value. With a Professional Plus or Enterprise Plus license, ServiceNow customers have everything they need to harness these powerful tools throughout their organisation.
ServiceNow is leading the way on agentic AI
The next evolution of artificial intelligence beyond generative AI is agentic AI. This is where AI can act autonomously to perform tasks on behalf of a user – saving huge amounts of time and effort.
So, for example, while GenAI can help draft an email based on a person’s prompt, an AI Agent will also be able to attach files, select recipients and send the email all by itself.
While many platforms offer some form of AI integration, ServiceNow has emerged as a pioneer in agentic AI, with a range of agentic AI solutions that help organisations solve some of their most complex challenges. Brining AI, data, and workflows together onto one platform to power your business.
One particularly valuable capability is ServiceNow’s Workflow Data Fabric, which enables AI Agents to read data across siloed systems with a zero-copy approach, making it faster and more secure. This enables AI Agents to seamlessly navigate across different business units, accessing the information they need while maintaining robust security and governance.
A ServiceNow AI Agent, for instance, could check which employees are on leave by reading data from an HR system such as Rippling or Workday, and use that to trigger an out of office email – without storing the data.
Why now is the best time to get started with AI
The AI revolution is here, and those organisations implementing AI solutions today are quickly establishing a competitive advantage over their rivals. AI is making human workers faster, more productive, and more creative.
But AI shouldn’t be overwhelming, and IT teams must feel confident to start small in their AI deployments. A good way to begin is by identifying key pain points where GenAI or agentic AI can make an impact quickly, using that as an opportunity to learn before moving on to bigger projects.
ServiceNow provides the ideal platform for embracing this exciting future, because it has everything you need in one place: the latest powerful AI capabilities, comprehensive data management, and powerful workflows in a single platform. This unified approach dramatically reduces time to value compared to cobbling together solutions from multiple vendors.
In addition, because we’re in the early stages of this technological shift, there’s lots of support available to help IT teams get the most out of it. ServiceNow, and partners like UP3, are heavily invested in ensuring customer success with AI implementations. Together, we offer resources, best practices, and specialised expertise to help organisations getting started.
Begin your AI journey
AI on ServiceNow represents a transformative opportunity for public and private sector organisations looking to enhance employee experience, improve decision making and drive workplace efficiency.
By addressing traditional obstacles like data silos, implementation complexity, and security concerns, ServiceNow has created a platform where AI can deliver immediate value while scaling to meet future needs.
For organisations that want to embrace AI, partners like UP3 can provide specialist ServiceNow expertise to quickly identify high-value use cases and implement solutions aligned with business objectives.
If you’re looking to unlock the potential value of AI with ServiceNow, learn more about how you can get started on our ServiceNow AI page.
