Название: ServiceNow's Intelligent IT Service Management: A Comprehensive Guide to Implementing the Platform’s AI Capabilities for IT Managers
Автор: Saaniya Chugh
Издательство: Apress
Год: 2025
Страниц: 232
Язык: английский
Формат: pdf, epub
Размер: 10.1 MB

This book explores how ServiceNow’s AI capabilities are reshaping IT Service Management by enabling smarter, faster, and more efficient service delivery. It provides a practical guide to leveraging features like Predictive Intelligence, Virtual Agents, and Now Assist to elevate traditional ITSM processes. Emphasizing the importance of strategic planning and thoughtful implementation, it equips organizations to drive intelligent automation and achieve a seamless AI-powered transformation.

Designed as a practical guide for IT administrators and decision-makers, this book provides actionable strategies and insights—from understanding ServiceNow's AI-driven innovations to implementing a robust ITSM framework. With step-by-step instructions and real-world examples, it equips you with the skills and resources necessary to harness AI's full potential, drive operational excellence, and align your IT services with your organization's strategic goals in the digital era.

Generative AI, fondly known as GenAI refers to a type of Artificial Intelligence that can generate new content such as text, images, code, or even more, purely depending on the data they have been trained on. Fundamentally, Generative AI uses Machine Learning techniques like regression, Reinforcement Learning, etc., to create responses that are contextually coherent and often resemble those created by humans. GenAI is used extensively in the ServiceNow platform.

Now Assist is ServiceNow’s generative AI-powered feature embedded directly into the Now Platform, designed to enhance productivity, efficiency, and user experience across IT, HR, customer service, and development workflows. It leverages advanced AI technologies, including large language models (LLMs), natural language processing (NLP), and Machine Learning, to deliver contextual assistance, automate tasks, and provide intelligent recommendations within the ServiceNow ecosystem.

You Will:
Learn how ServiceNow’s AI capabilities can transform IT Service Management (ITSM) and its key benefits.
Study real-world case studies demonstrating AI's impact on IT service delivery.
Explore insights to navigate challenges and ensure a seamless AI adoption journey on your ServiceNow platform.

Who This Book is for:
IT Service Management (ITSM) managers, IT Managers and IT Leaders.