Thirdera’s Post

Are you wondering how AI will impact your work with ServiceNow? Well, Gina Mastentuono from #servicenow pulled back the curtain and allowed us to see what's happening beyond the marketing. Sure, it's still impressive, but I'm grateful to see that even ServiceNow themselves is still experimenting. According to them, it's still “too early” to say. You see, AI creates new problems that we never had, just like any other innovation. Most of our modern economy is a result of fixing the new issues created by past innovations. Mechanics, developers, engineers, and countless others are jobs created because something new came along. AI's newly created issue is that it doesn't have a vision. It doesn't care one bit about your goals, and it has no ability to measure your requirements against a backdrop of its own emotions. That makes it particularly difficult for it to read between the lines and fill in the gabs. AI exposes human laziness because it doesn't allow us to be vague. We can't just throw things at a black box and expect a magic solution for our issues. No, we have to have a deep understanding of our problem, and it's real-world dependencies to get a solution we can work with. AI will make us faster but not smarter. We'll still have to put in the work.

If you've attended a ServiceNow webinar in the last few years, you've probably heard us reference ServiceNow as the Platform of Platforms. What does this mean and why is it important? Read the full article on Forbes, but here is a summary (AI generated to boot!): AI and Automation: ServiceNow's Now Assist uses generative AI to automate common tasks and improve user productivity. This includes integration with Microsoft's Copilot to assist employees in daily tasks through AI-driven insights and actions. Developer Tools: The platform is evolving to support both low-code/no-code solutions and traditional development through ServiceNow Studio, which provides advanced coding capabilities and collaborative features. Employee Experience Enhancements: ServiceNow introduced My Assist, a personalized assistant leveraging Knowledge Graph to create intelligent workflows tailored to individual employees. This aims to enhance onboarding and reduce IT outages by proactively identifying and resolving issues. http://spr.ly/60455kXlL

ServiceNow just launched its new Xanadu release and back in June Robert Kramer, Melody Brue and I wrote a piece on ServiceNow's desire to become the platform of platforms. Keeping that thought, here's a couple key takeaways from the latest announcements. 1) AI Agents got top billing. We will all be hearing a ton about AI agents this fall. Oracle , Salesforce and of course, ServiceNow are all touting agents as a means to untap the potential of LLMs. Business application platforms such as these all make sense due to the underlying workflow and integration capabilities. But, this is only the first step. Stay tuned for a lot more. 2) Performance and Integration are at top of mind. In June I voiced caution as to whether the underlying infrastructure could perform to enable more complex applications, which remains the engineering team's focus. While no relevant benchmarks were mentioned, it is good to see that those topics remain important. 3) Demoing industry specific use cases. Understanding AI is hard enough when you are in IT, showing actual real business processes was a great approach for burnishing ServiceNow's resume beyond that of an ITSM. Well done there! June's piece - https://lnkd.in/esU9KeKP

ServiceNow GenAI is helpful in some ways, BUT has a long way to go, and here’s why: 1) It can’t summarize a corpus of records. Sure, NowAssist for ITSM let’s you summarize a single incident, and chat summary exists for HRSD, but you can’t feed it a table of records and have it summarize them or aspects of them via chat. 2) It doesn’t generate informed opinions based on its data. If you give OpenAI a CSV attachment and ask it to provide analysis, it will. ServiceNow’s Now LLM, if it can do that behind the scenes - cool, but we don’t see that in the instance. 3) It can’t clean your data. This one is a bit aspirational -- we’ll probably get there. Right now, Google is has a dev tool (in beta) that cleans and presents your data based on prompts. I mean, what if cleaning / maintaining your CMDB was as easy as giving AI a set of instructions? 4) There are no AI-generated graphs, data plots, or reports. I think ServiceNow will move here. Google also has a data science tool that lets you see your data as a graph of your choice, after you give it a dataset. (See: labs . google . com / code ) This would be SO useful, in my opinion, in a ServiceNow instance. Don’t get me wrong, loving where ServiceNow is going with AI. It’s directionally on-point…. But this is only the beginning … and there’s plenty of functionality that would be very helpful, that we have yet to see. What do you think? Let me know in the comments below! #servicenow #genai

While ServiceNow's #GenAI NowAssist bot is empowering users to self-service, you may not realize that it's also an #accessibility feature! The ability to quickly summarize case content or help build flows revolutionizes the way users with #Dyslexia or other #neurodivergence can use the Platform. http://spr.ly/60475vgET

What's coming in the ServiceNow Washington DC release for ITOM? Have a look at this overview from my colleagues at Devoteam N Platform 💡 Michael Skov & Ondrej Ernyei for win! 💪 #ServiceNow #DevoteamNPlatform #ITOM #AI #washingtondcrelease

One of our EY Alliance partners, ServiceNow, is setting the bar for AI transformation, something worth being inspired by as we map out the digital future of other industries, such as financial services. Chris Bedi, Chief Customer Officer at ServiceNow, reports over 25 generative AI use cases in production, impacting every department across the board. Impressive results include a 5-8% performance boost for software engineers and a 10% reduction in customer support workload. Notably, GenAI is achieving the work equivalent to 50 full-time employees annually, enhancing job roles rather than replacing them. This means employees can focus on tasks that require human touch, like strategic decision-making, client relationships, and creative business campaigns. To learn more about their transformative experiences with AI, read the full Fortune article here: https://lnkd.in/eE4pTiAD

ServiceNow is making waves in the tech world, as highlighted in this recent Forbes article. Learn how we're leading the charge to become the "Platform of Platforms," integrating AI to transform business processes across industries. http://spr.ly/60445PZgi #servicenowcommunity #servicenowdeveloper #servicenow

ServiceNow is betting big on GenAI to drastically change the software it sells and the people who sell it. The company mandated that every department needed to develop an AI roadmap. http://spr.ly/604952fQB via Fortune #GenAI

Cognizant CEO Ravi Kumar recently emphasized the company's strong focus on AI investments and its growing partnership with ServiceNow. This collaboration aims to leverage AI to enhance operational efficiency and deliver innovative solutions for clients. By integrating advanced technologies, Cognizant is committed to helping businesses adapt to the evolving digital landscape. This strategic focus underscores the company's leadership in driving digital transformation globally. https://lnkd.in/ggZiXFy9 #Cognizant #AI #ServiceNow #DigitalTransformation #TechInnovation #AIInvestments #BusinessGrowth #Partnerships #TechLeadership #FutureOfWork #UnderstandingEnterpriseTech #EnterpriseTechnologyNow #EnterpriseTechnologyToday