VIEW POINTSERVICE EXPERIENCE
TRANSFORMATION WITHSERVICENOW AI

Abstract
ServiceNow is a leading service management platform that beganwith a focus on IT service management and has recently expanded
to strategic business areas. While the platform has transformed in thelast few years with continued innovation, artificial intelligence (AI) isrelatively new and platform is yet to embrace AI fully to drive NextGentransformation. As ServiceNow is the preferred system of records andservice management tool for several organizations, there is significant
potential to use AI methods to improve user experience, reduce
outages and manage operations in a cost-efficient manner. This PoV
explains the key building blocks for implementing AI on ServiceNowalong with a reference framework and roadmap for the ServiceNow
AI journey.

Making a case for AI on
ServiceNow

areas and identify potential failures toand resolve issues using orchestration

enhance the service experience andworkflows.

reduce cost?

IT and business leaders are constantly
challenged by the need to drive cost
efficiencies, improve productivity andenhance the user experience. Recognizing
service management as a key enabler,• Natural language processing (NLP) canOrganizations continue to struggle due

process a user’s text/speech input into human or error-prone operations,certain languages while integrating withdependency on staff for rudimentary

virtual assistants such as Siri, Cortana, etc.

tasks, fragmented knowledge, and lack ofstructured data for decision-making. Today,

many organizations have invested ininitiatives to transform their tool landscape,simplify processes and expand the reach ofServiceNow to areas such as HR, CSM, ITBM,etc. While these initiatives have helpedorganizations meet some objectives, leaders
looking to drive further progress are facedwith questions such as:• How can I reduce dependency onhuman intervention while ensuring highuser satisfaction?
• How can I manage more operations withseveral organizations are evaluating AI as
the potential solution to meet the above
demands and drive improvements in morebusiness areas. With ServiceNow becoming

faster?
• How can I deliver improved service
to my business? How do I change thebusiness tasks such as creating a change
request for payroll processing.

foundation data, it is useful to introduce AI

dynamically build knowledge,

methods to ServiceNow, thereby elevating

confidence intervals and patterns forservice management to the next level.

continuous improvement.
• Intelligent search with predictive

AI on ServiceNow – Keybuilding blocks

These building blocks target unique user

recommendations to resolve outages

recommendations to perform IT and• Machine learning algorithms cancreate a holistic AI solution on ServiceNow.

• How can I use analytics-driven

provide accurate analytics-driven

the main source of information and

There are several building blocks needed toless cost?

• Decision engine framework cantyping making it easier to find and use
knowledge.
• Knowledge graphs can link informationand help the decision engine to display
accurate results.

needs while enhancing the overall service• Self-healing workflows use orchestration

experience:

workflows to self-heal infrastructure• Virtual chat agents/chatbots can• Predictive analytics can provide forecasts

seamlessly interact with end users,

based on historic information.

perception of IT?

answer their queries, create tickets,• How do I improve forecast on investment

auto-prioritize/categorize/route tickets,

User Experience Layer
Chat Interface - e.g.
ServiceNow Connect

Service Management
application - HR, CSM, IT

Persona based portals
enabled with NLP

Reporting Engines
AI Enabling Layer

Virtual Agents /Chatbots

NaturalLanguage
Processing

Decision Engine
Framework

Self-Healing

MechineLearning

PredictiveAnalytics

Data processing and aggregation layer (Knowledge Graphs)
Data Ingestion using ReastAPIs / other methods

Data processing and aggregation layer

Ticket History (Incidents,problem, changes,Service Requests)

KnowledgeArticles

ChatInteractions

User profile
information

External data(e.g. commonproblems)Figure 1: Recommended ServiceNow AI Reference Framework

External Document © 2018 Infosys LimitedFoundation
Data - Users,Locations

Roadmap for enabling AI on ServiceNow
ServiceNow offers a unique set of capabilities with each capability / module delivering value to organizations. AI building blocks can be mappedwith ServiceNow capabilities to help achieve service management goals in an accelerated timeframe.
The following table shows a few examples of how different AI components can be mapped to ServiceNow capabilities.
• Virtual agents/chatbots for connect chat• Integration with virtual assistant tools• Self-service portals enabled with Natural language processing (NLP)

IT service management• Predictions based on past learning such as forecasting a failed change based on past issues with similar• Machine learning algorithms for dynamic knowledge build and recommendations• Intelligent search capabilities

IT operations management

Customer service management• Predict potential services outages and impact on upstream and downstream relationships• Assist monitoring teams with better visibility of events across landscape• Correlate events to reduce noise and identify bottlenecks• Virtual agents to address customer issues in a seamless manner• User satisfaction trends to drive improvements to CSAT scores• Managers get visibility to agents performance• Correlate security events and reduce noise

Security operations management• Predictive analytics to identify vulnerabilities

HR service management• Predict user satisfaction based on surveys and past interactions• Virtual agents resolve HR queries• Capabilities that are applicable for Service Management

Implementing AI on ServiceNow will transform daily operations across organizations. Thus, the implementation must be carefully planned andexecuted in order to ensure successful enterprise-wide adoption. Figure 2 outlines an approach to enable AI on ServiceNow with incrementalcapabilities. It also lists out a framework that demonstrates ROI improvements and well-defined metrics that measure success.

Figure 2 Approach to implementing AI on ServiceNow

External Document © 2018 Infosys Limited

Conclusion
Innovation in AI is rapidly gaining traction across the business operations landscape. However, service management is yet to embrace AI
completely as an enabler of transformation. As a popular tool for service and business management, ServiceNow is the right platform totest the power of AI. ServiceNow can leverage key AI building blocks such as chatbots, decision engine frameworks, NLP capabilities, etc.,
and maps each of these to different service areas to achieve significant process and productivity improvements. With AI set to become a key
driver of large-scale ServiceNow transformations within the next year, organizations need a comprehensive framework that will accurately
measure success as well as the right implementation roadmap to improve ROI. Such an approach will help business and IT leaders achieve
crucial objectives of improved user experience and reduced cost.

Authors
Gaurav Dutt UniyalIndustry Principal, Cloud & infrastructure Services, Infosys
Gaurav has been a part of the IT infrastructure industry for over 15 years, and has spent several years inleading large scale ServiceNow transformation programs for global organizations. Author of over ten industry
publications, his area of expertise includes global ServiceNow deployments, ITOM, AI for ServiceNow, andimplementing ServiceNow for non-IT functions.

Ashish Sethi
Principal Consultant, Cloud & infrastructure Services, InfosysAshish has 14 years of experience ITSM consultant with around 12 years of experience in managing IT Service
Management transformation programs with focus on Cross Functional Services. Led teams and Implemented
ServiceNow covering self-service portal elevating user experience focus on UI UX, Incident Mgmt., Problem
Mgmt., Service Level Management, Reporting/dashboards, Change Mgmt. Asset and Configuration Mgmt.
for multiple clients across US and UK and holds a Bachelor of Engineering degree in Comp. Science Ashish is
ServiceNow Administrator and Implementation certified.

For more information, contact askus@infosys.com© 2018 Infosys Limited, Bengaluru, India. All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to change without notice. Infosys
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