AI blueprint RESOLVED

Generic request or Conversational Conversational

information seeking Intelligence: Intelligence:
Virtual Agent NLU Issue Auto Resolution
Live agent
Internal employee/ mobile portal
Conversational
user’s query Search Intelligence: fallback to
AI Search Search Intelligence
Creation of incident/request
by live agent

START mobile portal

Q&A Service Knowledge People
catalog base search
Creation of incident/request
directly from conversational interface
Raise incident/request

email portal mobile

Automation Intelligence: Identify alerts and detect similar events
AIOps

Types of records in ServiceNow DB

Triggers
events
Automation Intelligence
(AIOps):
Well-formed Automated Services
and precise
Events Alerts Incidents Problems Changes Requests Knowledge Catalogs CMDB service maps
Mapping

Applications Servers

Automation Intelligence: Automation Intelligence: Automation Intelligence: Analytics Intelligence:

Document Intelligence Predictive Intelligence Task Intelligence* Automation Discovery
Router Switches
Easily integrate document data into Save time, effort, and resources by Reduce complexity of machine Identifies opportunities for deflection IT applications and
learning and eliminate RPA bots by by scanning your data and providing dependent services,
automated workflows with using past similar issues to automate
accelerated data extraction ticket and request assignments Virtual Agent topics that can be further infrastructure
automating field value population and
IT infrastructure language detection of issues built in Virtual Agent Designer

*Task Intelligence for ITSM and HR yet to be released

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 IT services and operations with AI Execute
Understand request actions Resolved if user
Identify actions flow is satisfied with
Generic request or Actions the solution
Interactions
information seeking matched
RESOLVED
Dynamically translated Natural Language
Virtual
or Understanding
Agent
Multi-lingual supported (NLU) + keywords
mobile portal
Execute Interactions
Internal employee/ actions
user’s query No actions More help needed flow
matched Option in chatbot
AI Search conversation to
keep the issue open
Search terms If yes or closed
analysis and
START mobile portal
multi-lingual Q&A Service Knowledge People
support catalog base search
Live agent RESOLVED If no

Action Assign to an
Creation of Incident, Request User receives an option
matches available agent
directly from Needs in chatbot conversation
Conversational Interface investigation that the bot can help
or
fulfillment
Raise incident/request

Directly created records

Issue Auto are also checked
Raise Resolution for matching actions
email portal mobile
Triggers events • Incidents (IAR)
• Request
• Problem
• Change
Types of records in ServiceNow DB Enrich CMDB with
Monitoring • Events Auto explore
accurate Service Maps
connection between
services and
configuration items

Applications Tags / Servers Events Alerts Incidents Problems Changes Requests Knowledge Catalogs CMDB
certificates Analytics Intelligence:
Automation Discovery

Identifies new automation

Automation Intelligence: Automation Intelligence:
Cloud Firewall Databases Predictive Intelligence opportunities using data inputs
Document Intelligence Task Intelligence*

Recommend resources for assignment

based on skills and predict relevant Extract information from structured Reduce complexity of
support groups to reduce triage or semi-structured documents and machine learning
digitalize the information Key
Identify related open incidents and group
them with root cause identification Eliminate RPA bots by automating Analytics Intelligence
Integrate and automate the
extracted information with field value population and
Search Intelligence
Improve mean time to resolve (MTTR) with other systems language detection of issues
estimated delivery time for requests Conversational Intelligence

Improve service delivery accuracy and Reduces agent effort to review Determine customer sentiments Automation Intelligence
identify common patterns with auto- and extract information from and focus on what is important
categorization and auto-prioritization the document
© 2023 ServiceNow, Inc. All Rights Reserved. Confidential.

*Task Intelligence for ITSM and HR not yet released