Fuel Your Enthusiasm: How Now Assist for ITSM will Supercharge your IT Service Management

1. Fuel Your Enthusiasm: How Now Assist for ITSM will Supercharge your IT Service Management

Welcome to today's article, where we delve into the details of a recent webinar discussing the benefits and features of Now Assist for ITSM. This curated event series is designed to connect you with ServiceNow experts and peers to help deploy your products and achieve value faster.

Before diving too deep into the content, some housekeeping notes: the session included forward-looking statements, so remember these represent plans, not promises. Also, the webinar was recorded and shared on the community page. Feel free to ask questions during the event; we'll do our best to answer them along the way.

Overview of Now Assist for ITSM

The primary goal of Now Assist for ITSM is to increase productivity while maintaining an exceptional user experience. The product aims to address several IT service challenges:

1. Limited Self-Service Content: Often, content is difficult to find.
2. Agent Efficiency: Information needed by agents might be hard to locate.
3. Documentation: Resolution steps and solutions are often not documented, which leads to inefficiencies when the issue traverses from one agent to another.

Use Cases and Workflow

Now Assist for ITSM enhances the service management process by solving the aforementioned challenges through generative AI solutions.

1. Initial Stage—Employee Self-Service: When employees don't find the required information, they open a case.
2. Agent Involvement: Agents read the transcript and look for relevant content.
3. Case Transfer: Knowledge summaries help the next agent get up to speed.
4. Incident Resolution: Automatically generated resolution notes save agents the time otherwise taken to document each step.
5. Knowledge Generation: The system develops new knowledge articles, making it easier for other agents to handle similar cases in the future.

Enhancements and Features

The goal is to make the self-service experience for employees more engaging and useful, thus reducing the number of cases that reach the agents. On the agent side, the aim is to lower the mean time to resolve incidents and improve the overall quality of service.

Implementation Details

The Now Assist Admin Panel helps you activate and configure knowledge-management skills. Here are the general steps:

1. Field Selection: Choose fields like short description, description, resolution notes, work notes, and comments.
2. Skill Availability: Set conditions like closed and resolved cases for triggering the skills.
3. User Roles: Define which user roles will have access to these features.

Demo Walkthrough

An effective demo was showcased during the webinar:

1. Service Operations Workspace: Agents can resolve an incident and choose to generate a knowledge article.
2. Classic UI: Similar steps to create knowledge articles, ensuring flexibility for different UI preferences.
3. Employee Center: Employees seeking information on a known issue with OCTA were able to find resolved articles quickly thanks to AI-driven search.

Roadmap and Future Developments

• August Release: Expanding to multiple incidents and involving knowledge authors.
• November Release: Adding multilingual support, editing tools, and AI-based topic recommendations.
• Long-term Goals: Identifying knowledge gaps, consolidating duplicate articles, supporting custom templates, and incorporating external sources.

Keywords

• Productivity
• User Experience
• Self-Service
• Generative AI
• Knowledge Management
• Incident Resolution
• Now Assist Admin Panel
• Service Operations Workspace
• Classic UI
• Employee Center
• Roadmap

FAQ

1. What are the primary goals of Now Assist for ITSM?

The primary goals are to increase productivity, enhance user experience, and streamline documentation and incident resolution through generative AI.

2. How does Now Assist for ITSM address limited self-service content?

It enhances the searchability and engaging nature of the self-service content, making it easier for employees to find required information.

3. What are the Conditions for triggering knowledge-management skills?

The product recommends setting the conditions to closed and resolved cases, ensuring maximum contextual information is available.

4. How does it integrate with different UIs like Service Operations Workspace and Classic UI?

Both UI interfaces support similar workflows for generating knowledge articles, ensuring flexibility for different user preferences.

5. What does the roadmap look like for the future?

Upcoming features include support for multiple incidents, multilingual support, enhanced editing tools, and AI-based topic recommendations.

6. What further developments are planned for long-term goals?

Future plans include identifying knowledge gaps, consolidating duplicate articles, supporting custom templates, and incorporating external sources.

This concludes our detailed walkthrough of the Now Assist for ITSM webinar. We hope this has provided you with robust insights into enhancing your IT service management. Join us next time for more valuable content and features!