Gen AI Infused Incident Resolution: Enhancing ServiceNow's Portal

In the world of managing IT services, ServiceNow is like a superhero. It's really good at requests logging, incidents tracking, planning etc. But even more potential of servicenow can be enhanced with Generative AI. 

With my personal experience searching through a ton of information and long notes can make things harder. I've seen this firsthand when I used to work for Norway's biggest bank. They deal with loads of issues, and it involves lots of teams to solve them and getting context from them is often difficult.

But don't worry! There's a solution, and it comes in the form of Generative AI. Let me explain how it can help!

Enter Generative AI, a game-changer poised to revolutionize the way incidents are resolved within ServiceNow. By harnessing the capabilities of Generative AI, organizations can unlock a plethora of benefits, addressing current issues with unparalleled efficacy.

At the heart of this transformation lies the establishment of a dedicated OpenAI Assistant user, seamlessly integrated with ServiceNow through the Azure OpenAI API. This virtual assistant becomes the integral part in the incident resolution process, offering timely and accurate solutions within work notes. Gone are the days of manual searches through sprawling knowledge bases; the OpenAI Assistant swiftly references relevant resources, adhering to the organization's standard operating procedures with precision.

But the utility of Generative AI extends far beyond mere incident resolution. One of its most impactful features is its ability to distill complex work notes into concise summaries. In collaborative environments where multiple teams converge to tackle an incident, this capability proves invaluable. New team members are no longer overwhelmed by the deluge of information; instead, they're greeted with succinct summaries, enabling them to swiftly grasp the nuances of the situation and proceed with their tasks.

Moreover, the integration of Generative AI doesn't just enhance operational efficiency; it also fosters a culture of innovation and continuous improvement. By automating tasks and streamlining processes, IT professionals are liberated to focus on high-value initiatives, driving organizational growth and agility.

Coming to technical aspects of achieving this, the ideal data movement flow may look like as below (there is always a possibility for better solution) :

In order to develop this AI system, you'll require an API (Azure Web App) to establish communication with your Open AI model. Through this setup, you'll integrate your own Knowledge Base using AI search capabilities.

What does the suggested solution entail?

In the provided screenshot, it's evident that a banking user has reported an issue with accessing their transactions. Take a moment to see how quickly the AI responds, swiftly searching the knowledge base for a solution. Within less than a minute with the help of servicenow business rules, we receive input from OpenAI, which the tech team can efficiently utilize to resolve incidents. In the example below, the AI precisely mentions which batch job or table to investigate.

Even when multiple users are involved in an incident, you can rely on AI to summarize the content for you, saving a significant amount of time, eliminating going through each and every work notes. Refer to the screenshot below, demonstrating this capability.

In essence, Generative AI serves as the catalyst for unlocking the full potential of ServiceNow. It bridges the gap between incident logging and resolution, transforming cumbersome processes into seamless experiences. With the power of Generative AI at their fingertips, organizations can navigate the complexities of IT service management with confidence, knowing that swift resolutions and concise insights are just a click away.

In conclusion, ServiceNow may be the cornerstone of IT service management, but it's Generative AI that elevates it to new heights. By embracing this technology, organizations can not only address current issues but also pave the way for a future defined by innovation, efficiency, and unparalleled service delivery.