ServiceNow Xanadu AI Advantage: As we look toward the AI-powered future with ServiceNow’s Xanadu release, it’s clear that major improvements are on the horizon for your workflows and business processes. With smarter automation and predictive intelligence, you’ll find that everything runs smoother, faster, and more effectively. Transitioning from traditional methods, you’ll notice how AI reshapes your day-to-day work, bringing numerous benefits across roles and departments.

Use your Present ServiceNow to prepare for the ServiceNow Xanadu AI Advantage

To truly capitalize on the AI capabilities of Xanadu, here’s what you should do now:

• Training for AI Readiness: While AI will do a lot of the heavy lifting, your team should still be familiar with how to best utilize these new tools. Investing in training now will make the transition smoother.
• Evaluate Current Processes: Take a close look at your workflows and identify where automation could alleviate manual tasks. Understanding your processes will help AI function at its best.
• Improve Data Accuracy: AI thrives on good data. Ensure your data is clean, up-to-date, and consistent across platforms so that AI’s predictive models can deliver accurate recommendations.

If you have not enabled the following in your present release, turn this on and start Training your content, use, processes and good data practice creation and management.

1. Virtual Agent and AI Features in Washington Release:

For Standard License Users:

• Out-of-the-box Conversations: Utilize the pre-built conversations for frequently asked questions or routine tasks (e.g., password resets, IT helpdesk queries). These conversations are easy to implement and require little configuration, but you can refine them by updating your knowledge base regularly.
• Basic NLU (Natural Language Understanding): Enable NLU to allow your virtual agents to understand and respond to user queries based on their intent. Basic NLU helps classify the user’s requests more accurately and improves routing or responses.
• Predictive Intelligence Classifier: Start building classification models to automatically categorize tickets (e.g., incidents, service requests). These models help streamline ticket handling, reducing manual sorting and improving workflow efficiency.

For Pro License Users:

• Advanced NLU: Enhance virtual agents with more sophisticated conversational capabilities. Advanced NLU enables the agent to better handle complex queries and improves over time with user interaction.
• AI Search: Implement AI-powered search to improve the relevance of results presented to users. This will help them find answers in the knowledge base more efficiently by interpreting their intent and needs.
• Generative AI: Use generative AI to fill gaps when knowledge articles are incomplete or sparse. It allows virtual agents to create answers or suggest possible resolutions, even when there’s no direct match in the knowledge base.

2. Steps to Implement AI Agility and Improve Virtual Agents:

• AI Training: Continuously train your AI models by feeding them real case data, so they improve in accuracy. Regularly refine and test these models using historical incidents and feedback from users.
• Optimize Knowledge Articles: Ensure your knowledge base is updated, well-organized, and comprehensive. This boosts the effectiveness of AI-driven searches and the accuracy of virtual agents’ responses.
• AI Search Configuration: If you’re using the pro license, optimize AI Search by setting up feedback loops, where user interaction helps improve the relevance of search results over time. Adjust search settings based on what users commonly look for.
• Automate Workflows: Use AI-powered workflows to automatically route, categorize, and prioritize tickets. This reduces manual effort and improves speed and accuracy in resolving issues.

3. AI Readiness in Knowledge Management:

• AI Suggestions for Knowledge Articles: Enable AI to provide content suggestions when agents are creating or updating knowledge articles. This ensures that knowledge management is continuously improving with AI-driven insights.
• AI-Assisted Curation: Allow AI to guide your virtual agents during conversations by suggesting the most relevant knowledge articles based on user queries.
• Automatic Deflection: AI models can automatically suggest solutions or deflect incidents by pointing users to the right knowledge article before they raise a ticket, helping reduce the load on service desks.

4. Prepare for AI Agility:

• Assess AI Maturity: Regularly evaluate your AI models to ensure they are delivering accurate predictions. Clean and enrich the data to ensure AI has a strong foundation to work from.
• Data Enrichment: Continuously clean and enrich your data sources, including past incidents, knowledge articles, and service requests. High-quality data improves AI model performance and prediction accuracy.
• Team Training: Ensure your team is trained to understand AI-driven processes. They should know how to interpret AI suggestions and incorporate AI into their day-to-day workflows.

By taking these steps with your current licenses, you can start leveraging the power of AI in ServiceNow Washington to improve your knowledge management processes and prepare your organization for AI-driven agility.

Transformation Across Roles: Before and After AI in ServiceNow Xanadu

Role	Before Xanadu AI	After Xanadu AI
Users	Slow, manual ticket resolutions	Instant, AI-assisted solutions
Fulfillers	Manual workload balancing	AI predicts, assigns, and balances work
Service Portfolio Owners	Reactive issue management	Proactive, AI-driven optimizations
Project Managers	Manual task tracking and delays	AI-enhanced task prediction and prevention
Executives	Slow decision-making with manual reporting	AI-powered insights with faster, clearer decisions
ITSM	Manual issue tracking and resolutions	AI predicts issues, automates resolutions
SPM	Reactive project management	AI improves project flow and resource allocation
Vulnerability Response	Time-consuming threat response	AI predicts vulnerabilities and reduces response time
IRM	Manual risk assessments	AI anticipates risks and automates responses
CMDB, CSDM, APM	Reactive configuration management	AI proactively identifies and prevents issues

Conclusion: Embrace AI to Elevate Your ServiceNow Experience

ServiceNow Xanadu introduces game-changing AI that dramatically improves how you work. Whether you’re an ITSM expert, SPM professional, or portfolio owner, AI will predict, automate, and streamline processes in ways never before possible. You’ll not only save time and resources but also deliver better results with fewer risks and more strategic insights. Start preparing now, embrace the change, and let AI revolutionize your workflows for the better.

Other ServiceNow Xanadu AI Advantage Resources

• AI-Powered Xanadu & RaptorDB – Dawn Christine Simmons (dawncsimmons.com)
• AI Search Configuration (servicenow.com)
• AI: ServiceNow Virtual-Agent Chatbot – Dawn Christine Simmons
• Artificial Intelligence A-Z Glossary
• Conversation widget- Service Portal- Support and Troubleshooting (servicenow.com)
• Generative AI- Now Assist – ServiceNow
• Natural Language Understanding (servicenow.com)
• Predictive Intelligence (servicenow.com)
• RaptorDB – ServiceNow
• SPM ServiceNow Community
• Virtual Agent Implementation-ebook (servicenow.com)
• Virtual Agent – Tips for Implementation success – ServiceNow Community
• What you need to know to jumpstart Virtual Agent