Defining a Prescriptive Approach for ServiceNow AI

Yes, GenAI is everywhere. Yes, everyone is claiming to do it well. The reality? It’s all new.  Everyone is still figuring it out.  

ServiceNow, however, is leading in the Enterprise Application Software arena. Building on its past investments in Machine Learning and AI, they have products in-market that are making dramatic improvements in IT Help Desks, Customer Satisfaction, and HR responsiveness. ServiceNow even boosted its future revenue guidance in last week’s earnings call due to the uptake of its AI products.    

Our ServiceNow clients are very eager to leverage the new ServiceNow products (Now Assist, and more) yet struggle with how to get started. We hear consistently: 

   Are we behind? 

 How do we get started?

 How much is this going to cost in total?

   How do we get a process to constantly improve once implemented?

In a recent ServiceNow & Oxford Economics study...

 81% of respondents will increase spending on AI next year, YET...

  ... 51% are just beginning or still researching AI 

That is a lot of learning to do to result in increased spending in such a short time. Yet the benefits are looming and ready to grasp now. In the same study, respondents cited increased efficiency, improved customer experience, and revenue growth as the top 3 goals with AI. Furthermore, AI pacesetters are more likely to see a 15%+ AI ROI. The gains to be made are real and there is a race to capture them. 

Our recommendation is to start by defining where you want to be on a maturity/adoption curve: 

 Do you know your organization’s AI strategy? 

 Are you laying the foundation this year?  

 Assessing your existing platforms for pre-built and proven solutions?   

 Are you pursuing wide adoption?  

Do you know the metrics you need to watch to grow in the future?  

Astrica has a robust ServiceNow AI Maturity model for your organization with prescribed key steps for each phase of maturity to accelerate your journey with learned experiences from others.  

Best way to start? Astrica’s AI Value Amplification Clinic: A 6-week engagement to chart your strategy and outcomes with ServiceNow coupled with proof-of-value prototypes with ServiceNow Now Assist – all with some of your specific use cases. We will help define/refine your ServiceNow AI roadmap and ensure you can fully communicate the plan to your internal constituents. Key to this is identifying early KPI’s that will demonstrate success early on, and then how you will continuously improve the learning and ultimately the results. The impact to your organization, skill impact and more will be assessed and mapped.   

Get started now with Astrica here.