MODERNIZE

IT SERVICES AND
OPERATIONS
WITH AI
Unleashing the next wave of productivity
across your organization
How AI is increasing productivity
across the entire organization
AI is transforming the way we work. It’s unlocking new efficiencies,
driving productivity, and creating unimaginable employee and
customer experiences. In short, it’s an exciting time to embrace AI.

Naturally, AI leaders and their teams are pivotal to unlocking

AI's full potential within an organization. As they take on this
remarkable opportunity, they also navigate a landscape of fresh
challenges.

Shaping an organization’s AI strategy, governance, and

implementation means balancing AI innovation with ethical and
regulatory considerations, scaling it organization-wide, ensuring
ROI, managing risks, and overcoming resistance to adoption. All
this requires a whole new level of productivity and efficiency.
“By 2026, more than
That’s where AI proves its worth—by empowering employees to

80%
rise to unprecedented levels of innovation and automation. And
that’s before we’ve even touched on the transformative potential
of generative AI (GenAI).
However, while the majority of organizations are using AI and
automation to a certain level of maturity, true success lies in
creating a fully automated IT foundation. If there’s one thing IT
of enterprises will have used
leaders often forget, not everything has to be done manually. And generative artificial intelligence
that’s where AI and automation shine. (GenAI) application programming
But there’s a misperception that modernizing your operations with interfaces (APIs) or models, and/
AI and automation is complex and expensive. The good news? It
doesn’t have to be. or deployed GenAI-enabled
applications in production
environments, up from less than 5%
in 2023, according to Gartner, Inc.”

Source: Gartner, Gartner Says More Than 80% of Enterprises Will Have Used Generative AI
APIs or Deployed Generative AI-Enabled Applications by 2026, October 11, 2023. GARTNER®
is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S.
and internationally and is used herein with permission. All rights reserved.

Modernize IT services and operations with AI: Unleashing the next wave of productivity across your organization | 2
How to embed both AI and
GenAI across your organization
Al is poised to unleash the next wave of productivity, and GenAl
is the newest manifestation of this exciting new world. Where
traditional AI and machine learning (ML) help organizations
reduce noise by transforming thousands of events into actionable
issues, GenAI actually helps businesses create something new.
There’s no doubt GenAI’s impact will be felt across every industry,
every department, and every role.

Critically though, an organization’s charge toward widespread

and successful adoption must be led by the technology buying
center—and aligned to both business and IT strategy. However,
despite the excitement surrounding GenAl, there’s minimal
practical guidance on how to incorporate it into the business. And
even fewer organizations with real-world examples or products to Generative AI could drive a
learn from.

7%
Let us show you, in practical terms, how to embed AI and GenAI
in the areas that will have the maximum impact—starting with
IT service agents, then IT operating teams, and finally, general
employees.

(or almost $7 trillion) increase in

global GDP and lift productivity
growth by 1.5 percentage points
over a 10-year period.

Source: Goldman Sachs, Generative AI could raise global GDP by 7%, April 5, 2023

Modernize IT services and operations with AI: Unleashing the next wave of productivity across your organization | 3
IT service agents:
How AI and Gen AI can help

With rising expectations and no efficient way to manage

employee requests, data, and IT staff, IT service agents are
lacking in number and struggling to keep pace. There’s too much
data, too much complexity, too few resources, and too little time.

Organizations simply cannot afford to ignore the problem of

services that aren’t delivering the desired experience and results.
Without an efficient way to manage employee requests, data,
and IT staff, an organization’s service/support function will
struggle to keep pace with business goals.

Enter AI. It boosts employee engagement and retention by letting

teams focus on more satisfying, less repetitive tasks while also
promoting contextual, real-time interactions. AI tools help IT
service agents to:

Separate incidents from service requests to reduce, GenAI goes one step further by powering automated and
and perhaps even eliminate, the pain of IT services conversational chatbots to understand natural language
fire drills caused by overlooked high-priority issues queries, so solvable cases are deflected away from
service agents. It can even generate dynamic content
Make better use of service delivery data, providing and intelligent search results in real time to address a
greater insight into operational performance and customer’s unique, in-the-moment needs. GenAI can free
enabling organizations to align IT services with wider, up service agents to focus on more pressing, complex
strategic business goals customer queries that require human input and nuance.
Deliver anywhere, anytime IT services, which enable Ultimately, organizations that embrace AI-based tools
an accelerated resolution timeline through use cases and capabilities, including GenAI, enable service agents
such as automated summaries of customer cases to make smarter decisions and will continually improve
that help service agents quickly get back to being services across the enterprise.
productive

Provide employees with 24/7 self-service options,

which lighten workloads, reduce total cost of
ownership, and enable service teams to prioritize
issues that require immediate attention

Modernize IT services and operations with AI: Unleashing the next wave of productivity across your organization | 4
 Empower your IT service agents
ServiceNow® IT Service Management (ITSM) is a modern, cloud-based, silo-busting solution. It equips IT
service agents with native AI, ML, and GenAI capabilities to accelerate core processes, quickly restore
service outages, and take customer experiences to the next level.

By delivering more resilient IT services on a single cloud platform, enterprises can replace legacy on-
premises IT tools and consolidate to a single system of engagement, without breaking the bank.

With ServiceNow ITSM, your enterprise can:

• Boost IT service agent productivity with fast, platform-native AI resolutions

• Harness shared data and analytics with automated workflows

• Provide amazing experiences with always-available IT services

ITSM Pro+ Now Assist for ITSM

ServiceNow experts provide an end-to-end, Accelerate IT service productivity with GenAI

white-glove service to identify, implement, and experiences. Now Assist helps every person,
optimize virtual agent conversations. from agents to employees, who uses our
platform accelerate productivity, increase
agility, and transform experiences.

→ Visit the ServiceNow ITSM page to learn more.

Modernize IT services and operations with AI: Unleashing the next wave of productivity across your organization | 5
IT operators:
How AI and Gen AI can help

Without complete visibility into digital services, IT operators face

an almost-impossible task to get to the root cause of service
issues and know which services are affected and why. When IT
operators are notified of an outage, they need access to the right
information fast to solve issues.

With full visibility, organizations can eliminate silos and streamline

processes. They can help IT operations employees gain added
clarity on the relationships and dependencies between all IT
resources.

However, IT operators need more than just visibility. They also

need a better understanding of the overall health of their
entire infrastructure. GenAI tools help IT operators dig into the
organization’s end-to-end infrastructure and automatically map it
to their digital services. In doing so, they create a comprehensive,
current, and consistent record, which is paramount for maintaining
critical services.

With increased visibility and understanding of the organization’s GenAI provides simple language explanations and
whole IT infrastructure, operators can also use AI and GenAI to: recommendations instead of technical jargon requiring
deep expertise. So operators can realize new levels of
Prevent change-related service outages by efficiency.
factoring service impact into risk assessment and
For example, incorporating AI and GenAI into IT
change-approval decisions
operations provides operators with interactive, drill-down
Manage cloud costs by understanding which cloud service maps, dashboards, and advanced reporting
resources support mission-critical digital services and tools. The result is that operators possess a robust and
which deliver little or no business value intuitive data foundation easily shared across the entire
organization.
Prioritize risks such as security vulnerabilities and
vendor issues, mapping these risks to specific services Through this common data foundation, IT operators can
so operators know what to focus on first break down silos with IT service agents. Ultimately, they
can work together as one to drive optimized, responsive,
Strengthen business continuity by keeping business and always-on experiences.
continuity plans up to date with accurate, real-time
service and infrastructure data

Modernize IT services and operations with AI: Unleashing the next wave of productivity across your organization | 6
 Keep IT operations running 24/7
Using ServiceNow® IT Operations Management (ITOM), IT teams possess full control over resources, both
on premises and in the cloud. When ITOM is paired with ServiceNow ITSM, enterprises can improve overall
IT maturity, transforming from reactive and responsive to proactive and self-healing.

IT operators can automate and optimize technology service operations on a single platform. They’ll
unlock development, innovation, and resilient, cost-effective services—even in hybrid or multicloud
environments—while delivering extraordinary employee and customer experiences and productivity with:

• Visibility: ServiceNow® ITOM Visibility discovers your end-to-end IT infrastructure and automatically
maps it to your digital services, creating a complete, accurate, and up-to-date record.

• Service mapping: Building on your discovered infrastructure data, ServiceNow® Service Mapping
automatically creates end-to-end maps of your application and technical services, using ML and
cloud-based tagging.

• Predictive AIOps: ServiceNow® ITOM Predictive AIOps uses powerful automated workflows to predict
issues before they impact users, correlating the growing number of noisy signals and remediating
incidents faster.

→ Learn more about the power of ServiceNow ITOM.

Modernize IT services and operations with AI: Unleashing the next wave of productivity across your organization | 7
General employees:
How AI and Gen AI can help

With more autonomy and freedom than ever, the modern

employee is often eager to quickly fix work-related issues on their
own. However, the answers aren’t always easy to find or readily
available at the right time. This causes significant frustration,
especially when employees are forced to navigate company
portals or apps they might not understand.

Facing these hurdles, employees rightfully turn to service agents

for assistance. However, agents are already dealing with
substantial workloads, and employees are often left waiting days
or even weeks for their requests to be addressed. This invariably
impacts the final customer experience.

Eliminating the backlog of repetitive and routine requests can be

solved with ease through intelligent automation and ready access
to the right information. Using AI and ML, many organizations
are creating self-service portals that provide unified, always-on
services for employees.

GenAI helps enhance employee portals further with the power of

virtual agents, which enable instant resolution to common requests
such as password resets, ordering new equipment, paycheck
issues, and live service-outage updates. Essentially, virtual agents
democratize the problem-solving process, so everyone can easily
resolve routine IT, HR, and customer service requests.

GenAI also helps organizations:

Give employees experiences they love by Personalize experiences by delivering anytime,

automating resolutions to common issues with self- anywhere services that tap into data and context
service available anytime to deliver conversations that are unique to each
employee’s needs
Increase deflection and live agent productivity by
automatically routing everyday issues to a chatbot, Deliver integrated omnichannel support with
reducing call volumes and increasing efficiency conversational experiences, connecting with
employees wherever they are

Modernize IT services and operations with AI: Unleashing the next wave of productivity across your organization | 8
 Increase employee efficiency
and productivity with virtual agents
ServiceNow® Virtual Agent taps into a knowledge base informed by both service and operations, so
employees can easily request common services 24 hours a day, seven days a week. Routine tasks can
be handled quickly without live agent intervention.

By providing general employees with 24/7 self-service to quickly answer and address concerns,
enterprises free IT staff to work on more meaningful tasks. The result is greater scalability and smarter
resource spend.

ServiceNow Virtual Agent:

• Understands simple human language

• Focuses on intent, resulting in more helpful responses

• Comes with out-of-the-box topics for common IT requests such as password reset, Wi-Fi, application/
folder access, and many more

GenAI in action

Now Assist in Virtual Agent enables enterprises to deliver more direct, relevant, and conversational
responses to questions. For example, if an employee asks Now Assist in Virtual Agent a question, the
solution will use GenAI to provide a straightforward answer within the conversation.

Employees are able to immediately access the information they need. This might include internal pieces
of code for product and engineering teams, product images or videos, links to documents, or summaries
of relevant knowledge-base articles.

→ Find out more about ServiceNow Virtual Agent.

Modernize IT services and operations with AI: Unleashing the next wave of productivity across your organization | 9
MAKING With ServiceNow, modernizing your tool
stack doesn’t have to be complicated or
expensive.

SMARTER The right AI-powered platform helps

organizations customize products to their

DECISIONS
specific needs. They can realize long-
term transformative results across the
organization—from IT service agents to IT

WITH AI
operators to general employees.

When organizations strategically plan

their AI and GenAI investments, the
proven implementation methodologies
we discussed can result in a complete
culture change. Ultimately, organizations
will accelerate agility to drive business
outcomes and stay ahead of the
competition.

Modernize IT services and operations with AI: Unleashing the next wave of productivity across your organization | 10
Learn more about the unique ways you can use automation across your organization to
improve efficiency and productivity:

The ServiceNow commitment to responsible AI ServiceNow IT Service Management (ITSM)

and how we deliver responsible GenAI solutions overview
With an increasing number of companies jumping on the Siloed IT tools create disconnected data and processes that
GenAI bandwagon, ethics concerns are increasing. This white drain your resources with constant firefighting. This solution
paper explains the responsible approach ServiceNow takes brief shows three benefits of IT service management on a
toward AI on the Now Platform. single cloud platform.

Read White Paper Read Brief

IT Operations Management – Keeping digital ServiceNow Virtual Agent

services running 24/7
Customers and employees don’t have the patience to
Always-on digital services require predictive, proactive navigate portals or struggle to find what they need in
operation—not reactive. This solution brief shows you how to knowledge bases. This solution brief shares seven ways
become proactive and self-healing by pairing IT service and ServiceNow Virtual Agent improves experiences.
operations management.

Read Brief Read Brief

Notes
1
ServiceNow, Info-Tech Research Group, Top Five CIO Priorities to Capitalize on Generative AI in 2024 Published in New Report by Info-Tech Research Group, February 6, 2024

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