VENDORiQ: ServiceNow Releases New GenAI and Governance Innovations

Why It’s Important

The Xanadu platform release marked the company’s most comprehensive set of AI innovations to date. With this new announcement coming only two months after the release of Xanadu, ServiceNow has continued to demonstrate the rapid expansion of its Now Assist GenAI innovations. This latest release targets specific enterprise use cases in configuration management database (CMDB), legal service delivery, contract management, and health and safety while enhancing the tool set for managing the governance and risk associated with AI.

CMDB:

ServiceNow’s new GenAI capability simplifies data management, making it easier to maintain a clean and accurate CMDB. The new GenAI capabilities reduce duplicate data, simplify complex information, and streamline data input, which enhances the efficiency of CMDB management. It also provides users with a comprehensive view of configuration items (CIs) and their dependencies, using AI to automatically detect and rectify duplicate data. The setup process of service graph connectors has also been improved, to ensure seamless data integration into the CMDB and pre-emptively address any issues that arise during the process. 

ServiceNow’s CMDB lies at the core of their platform offering, it serves as a single system of record that provides a clear view of the infrastructure and services, driving efficient service delivery, better risk management, and informed decision-making. By automating many of the tasks associated with CMDB management, ServiceNow has significantly reduced the manual effort required to maintain the CMDB and allowed customers’ technical and configuration management teams to focus on more strategic tasks.

Legal Service Delivery:

The GenAI-powered Now Assist for Legal Service Delivery enables legal teams to leverage advanced AI to auto-generate more precise and comprehensive summaries of legal requests and matters. This integration of GenAI not only expedites the service delivery process but also ensures a higher degree of accuracy, which greatly improves overall productivity and effectiveness.  

Contract Management:

The GenAI-powered Now Assist for Contract Management streamlines contract processing and minimises risk. It employs advanced AI algorithms to automatically detect non-standard language, identify missing clauses, and suggest revisions within contracts, including non-disclosure agreements (NDAs).

Health and Safety:

ServiceNow’s new GenAI capability streamlines incident management processes and reduces manual, repetitive work for health and safety workers. By leveraging its advanced AI algorithms, it ensures a safer environment for employees, automates repetitive tasks, and enhances the efficiency of health and safety operations.

Governance:

With this release ServiceNow has reaffirmed that they acknowledge the critical need for efficient human-focused governance processes for the supervision of GenAI. ServiceNow has introduced several new tools with this release to assist their customers with ensuring responsible AI use:

• Now Assist Guardian, offers built-in monitoring and responsible AI guardrails.
• Now Assist Data Kit simplifies the complex task of managing and utilising data for AI use cases.
• Now Assist Analytics, which provides enhanced visibility into the adoption, usage, and performance of Now Assist across the enterprise.

Who’s Impacted

• CIOs
• Configuration management teams
• Legal teams
• Contract management teams
• Health and safety teams
• System administrators

What’s Next?

• Upgrade to the Xanadu release to take advantage of ServiceNow’s growing number of GenAI capabilities. AI Governance for Now Assist is expected to be generally available in Q1 2025. All other new GenAI innovations announced are now available to customers.
• Validate the AI’s performance for specific use cases to ensure it meets the organisations required standards.
• Set up processes where critical decisions are reviewed by human experts, especially in high-stakes scenarios.
• Establish a structured approach to organisational change management to ensure that employees are supported, engaged, and equipped to embrace the new processes.

Related IBRS Advisory

• VENDORiQ: ServiceNow Generative AI – An Example of Things to Com
• VENDORiQ: ServiceNow Launches Now Assist
• VENDORiQ: ServiceNow Launches Open Access LLM for Code Generation
• AI Governance is More Than Data Governance