VENDORiQ: ServiceNow Generative AI – An Example of Things to Come

Why It’s Important

ServiceNow continues to strengthen its AI functionality to support better enterprise productivity through the integration with Azure OpenAI Service, extending its collaboration with Microsoft for more secure generative AI when developing workflow automation.

The launch also marks a pivotal point in the evolution of IT service management (ITSM) though the vendor is not alone in leveraging OpenAI’s generative models. IBRS has long predicted that AI will be infused into all major software platforms, redefining standards for service recommendations, automation, and employee self-service and decision support. In addition, AI also allows for workflows to accommodate a multitude of incoming information formats, including image, voice and video. However, the new era of AI also opens the door for enhanced identification of workflow improvements and the generation of new workflows. This is where generative AI will make one of the most significant differences in the industry. 

Who’s Impacted

• CIO and IT management teams
• Software development teams
• Business process management teams
• Service operations teams

What’s Next?

Assess your current workflow and process automation strategies in light of developments in the integration of generative AI to enhance enterprise productivity and value creation. Prepare teams to harness AI’s power, upskilling where necessary, with data governance and ethical considerations remaining at the forefront of AI implementation plans. The collaboration between ServiceNow and Microsoft is just the start of the many opportunities for enterprises to leverage joint AI capabilities.

Related IBRS Advisory

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2. VENDORiQ: ServiceNow to Acquire Era Software

3. VENDORiQ: ServiceNow Buys Into Observability With Lightstep