{"id":635324,"date":"2023-09-13T17:24:53","date_gmt":"2023-09-13T15:24:53","guid":{"rendered":"https:\/\/www.devoteam.com\/?post_type=expert-view&#038;p=635324"},"modified":"2025-06-10T17:47:25","modified_gmt":"2025-06-10T15:47:25","slug":"libera-la-excelencia-de-itsm-con-ia-generativa-en-servicenow-vancouver","status":"publish","type":"expert-view","link":"https:\/\/devoteam.info\/es\/expert-view\/libera-la-excelencia-de-itsm-con-ia-generativa-en-servicenow-vancouver\/","title":{"rendered":"Libera la excelencia de ITSM con IA Generativa en ServiceNow Vancouver"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Desde el lanzamiento de ChatGPT en 2022, el uso general de la tecnolog\u00eda de inteligencia artificial ha sido un tema que est\u00e1 en la mira. La influencia de la IA ha estado presente en nuestra vida cotidiana de manera sutil, pero ahora se est\u00e1 convirtiendo en una parte m\u00e1s obvia tanto de nuestra vida personal como profesional. Desde chats de texto similares a la comunicaci\u00f3n humana hasta im\u00e1genes generadas por IA, ahora todos pueden aprovechar la IA en sus computadoras, o incluso en sus tel\u00e9fonos, mientras est\u00e1n recostados en su sof\u00e1.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Con ServiceNow Vancouver en disponibilidad temprana, ahora podemos<strong>&nbsp;vislumbrar las capacidades de la estrategia de&nbsp;<a href=\"https:\/\/www.servicenow.com\/community\/in-other-news\/servicenow-and-generative-ai\/ba-p\/2579347\">IA generativa de ServiceNow<\/a>&nbsp;y lo que un Modelo de Lenguaje Colosal (LLM -Large Langua Model) nativo nos permite hacer en la plataforma ServiceNow.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">El objetivo principal de esta mejora es sacar las soluciones de IA del dominio de la IA en la sombra y adoptar un enfoque confiable y centrado en el ser humano. Esto permite el uso de tecnolog\u00eda de IA manteniendo una plataforma y una fecha seguras, con una gobernanza centralizada.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Revisemos algunas de las capacidades de IA generativa de ServiceNow<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-resumen-del-caso\">Resumen del Caso<\/h2>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/image5-1-1.png\" alt=\"\" class=\"wp-image-20362\" style=\"object-fit:contain;width:950px;height:500px\"\/><figcaption class=\"wp-element-caption\"><em><em>Example of the case summary, Source: ServiceNow<\/em><\/em><\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Una gran parte del trabajo de un agente es ofrecer resoluciones precisas y r\u00e1pidas, pero a veces la parte \u00abr\u00e1pida\u00bb adolece de las dificultades de obtener una descripci\u00f3n general precisa.<br>Con la ayuda de ServiceNow Generative AI, los agentes pueden obtener un resumen de un caso o incidente, al mismo tiempo que reciben recomendaciones sobre qu\u00e9 hacer a continuaci\u00f3n para resolver el problema.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Esto tendr\u00e1 un gran impacto en la carga de trabajo manual y aumentar\u00e1 la productividad al tiempo que acelerar\u00e1 los resultados para los clientes..<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Siguiendo la l\u00ednea de las preocupaciones de gobierno y seguridad de las soluciones de IA,&nbsp;<strong>la IA Generativa Nativa garantiza que nuestros datos se mantengan a salvo de herramientas externas.<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Now Assist \u2013 Autoayuda inteligente<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Muchos usuarios ya han pedido ayuda a las plataformas de inteligencia artificial existentes, como ChatGPT, para escribir cartas de presentaci\u00f3n, correos electr\u00f3nicos, CV y otros documentos, utilizando el lenguaje natural de la tecnolog\u00eda para acelerar el proceso y darles una ventaja.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Con esta funci\u00f3n en ServiceNow, puede crear datos de la base de conocimientos.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/image4-1-1.png\" alt=\"\" class=\"wp-image-20358\" style=\"width:852px;height:455px\"\/><figcaption class=\"wp-element-caption\"><em>Creation of the Knowledge Base, Source: ServiceNow<\/em><\/figcaption><\/figure>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-servicenow-generative-ai-nbsp-tambien-ampliara-la-funcionalidad-de-las-capacidades-de-busqueda-existentes-impulsadas-por-lnteligencia-artificial-si-bien-los-gpt-pueden-ser-propensos-a-sufrir-alucinaciones-al-dar-respuestas-nbsp-now-assist-for-search-nbsp-proporciona-respuestas-en-lenguaje-natural-mas-precisas-esto-es-posible-porque-la-respuesta-se-basa-en-el-propio-entorno-del-cliente-lo-que-reduce-en-gran-medida-la-probabilidad-de-errores-nbsp\"><em>ServiceNow Generative AI<\/em>&nbsp;tambi\u00e9n ampliar\u00e1 la funcionalidad de las capacidades de b\u00fasqueda existentes impulsadas por lnteligencia Artificial. Si bien los GPT pueden ser propensos a sufrir alucinaciones al dar respuestas,&nbsp;<em>Now Assist for Search<\/em>&nbsp;proporciona respuestas en lenguaje natural m\u00e1s precisas. Esto es posible porque la respuesta se basa en el propio entorno del cliente, lo que reduce en gran medida la probabilidad de errores.&nbsp;<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">La IA Generativa reducir\u00e1 la cantidad de interacciones de los agentes y permitir\u00e1 que los clientes se ayuden a s\u00ed mismos, encontrando r\u00e1pidamente una respuesta a una pregunta o ayudando a realizar cambios en las solicitudes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La IA generativa estar\u00e1 disponible como alternativa al Agente Virtual, y tambi\u00e9n permitir\u00e1 a los usuarios internos acceder a las capacidades de GPT directamente en la plataforma ServiceNow.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Estas caracter\u00edsticas&nbsp;<strong>ayudar\u00e1n a la productividad de los usuarios internos y al mismo tiempo brindar\u00e1n a los usuarios externos una experiencia de autoayuda satisfactoria.<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Text-to-code<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Desarrollar c\u00f3digo a veces puede resultar tedioso y llevar mucho tiempo, incluso cuando se crea el mismo c\u00f3digo para scripts y comandos de rutina. Afortunadamente, la IA Generativa est\u00e1 introduciendo la conversi\u00f3n de texto a c\u00f3digo, lo que permite a los desarrolladores describir lo que necesitan que haga el script en lenguaje natural. Esta descripci\u00f3n se convierte posteriormente en un c\u00f3digo de alta calidad que se muestra directamente en el marco de codificaci\u00f3n, listo para ser revisado o desarrollado.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/image6-1-1.png\" alt=\"\" class=\"wp-image-20366\" style=\"object-fit:contain;width:988px;height:494px\"\/><figcaption class=\"wp-element-caption\"><em>Text-to-code feature, Source: ServiceNow<\/em><\/figcaption><\/figure>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">El enfoque humano en el proceso a\u00fan es necesario para garantizar que la sugerencia de c\u00f3digo se ajuste a las pr\u00e1cticas est\u00e1ndar de la empresa o cliente.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Como parte de la funci\u00f3n&nbsp;<em>text-tocode<\/em>, el desarrollador tambi\u00e9n puede solicitar a la IA Generativa que complete el c\u00f3digo actualmente escrito, seg\u00fan el contexto.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Los humanos en el proceso<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Al igual que con todas las solicitudes e interacciones de IA, ya sea conversi\u00f3n de texto a c\u00f3digo, al obtener ayuda con&nbsp;<em>Now Assist Agent&nbsp;<\/em>u otras interacciones, todos tenemos que convertirnos en \u00abIngenieros Veloces\u00bb de alguna manera. La regla general m\u00e1s importante para tratar y desarrollar la IA es \u201c<strong>Buenos datos -&gt; Buena IA, Malos datos -&gt; Mala IA<\/strong>\u201d, que tambi\u00e9n es importante al interactuar con la IA Generativa.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Al brindarle a la IA indicaciones completamente descriptivas y sensatas, la Inteligencia Artificial a su vez brindar\u00e1 sugerencias y respuestas m\u00e1s correctas y precisas.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Para volver a enfatizar el comienzo de este art\u00edculo, la estrategia es tener un enfoque centrado en el ser humano, para garantizar soluciones confiables a trav\u00e9s de una barrera humana a prueba de fallas.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Configuraci\u00f3n sin complicaciones<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">ServiceNow se centra en&nbsp;<em>low code\/no code<\/em>&nbsp;y en desarrolladores auton\u00f3nomos (Citizen Developers) Siguiendo la l\u00ednea de esta estrategia, una de las formas de configurar la IA Generativa es a trav\u00e9s de flujos en&nbsp;<em>Flow Designer.<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Con los flujos, un desarrollador puede iniciar el controlador como una acci\u00f3n simple y elegir qu\u00e9 caracter\u00edstica de la IA Generativa desea invocar.<\/p>\n\n\n\n<p class=\"pb-0 wp-block-paragraph\">Los tipos de respuesta de Inteligencia Artificial que se ven en la imagen son todos OOTB (Out of the box).<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized pt-0\"><img decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/image1-1-2.png\" alt=\"\" class=\"wp-image-20370\" style=\"width:530px;height:370px\"\/><\/figure>\n\n\n\n<div style=\"height:49px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">Lo que quieras hacer con el resultado depende completamente de tu imaginaci\u00f3n. Ejemplo, chistes y problemas serios, podr\u00edan:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Cambiar la prioridad de un incidente seg\u00fan el an\u00e1lisis de sentimiento;<\/li>\n\n\n\n<li>Resumir y dar una lista viable de pasos basados en la descripci\u00f3n de un caso;<\/li>\n\n\n\n<li>Producir una lista viable de pasos para resolver un problema antes de que el usuario final necesite la atenci\u00f3n de un agente;<\/li>\n\n\n\n<li>Generar una lista de chistes y envi\u00e1rsela al solicitante si \u00e9ste parece estar de mal humor.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">El futuro de ServiceNow Generative AI<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">La tecnolog\u00eda de IA ha sido una parte fundamental de ServiceNow desde 2017 y, con los avances globales en el campo del desarrollo de la IA, ServiceNow naturalmente est\u00e1 aprovechando ese hecho. El lanzamiento de Vancouver introduce un v\u00ednculo mucho m\u00e1s obvio y directo entre el usuario y la IA, y seguramente llegar\u00e1n m\u00e1s funcionalidades a nuestras instancias con lanzamientos futuros.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As\u00ed que ag\u00e1rrense, ya que ServiceNow est\u00e1 navegando oficialmente por los mares de la IA a bordo del SS Generative AI, y est\u00e9n atentos a las pr\u00f3ximas noticias con el lanzamiento completo de Vancouver.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2014\u2014<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00bfTienes alguna pregunta o te gustar\u00eda ver una demo?&nbsp;<a href=\"https:\/\/nplatform.devoteam.com\/es\/contacto\/\">Contacta<\/a>&nbsp;con nuestro equipo.<strong>ServiceNow Vancouver version<\/strong> can transform your IT operations. <a href=\"https:\/\/nplatform.devoteam.com\/get-in-touch\/\">Reach out<\/a> to our team\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Desde el lanzamiento de ChatGPT en 2022, el uso general de la tecnolog\u00eda de inteligencia artificial ha sido un tema que est\u00e1 en la mira. La influencia de la IA ha estado presente en nuestra vida cotidiana de manera sutil, pero ahora se est\u00e1 convirtiendo en una parte m\u00e1s obvia tanto de nuestra vida personal [&hellip;]<\/p>\n","protected":false},"featured_media":277031,"template":"","categories":[740],"tags":[5438,5391,5392,5345,5393,5394,5395,773,5396,772,5397,5567],"industry":[],"class_list":["post-635324","expert-view","type-expert-view","status-publish","has-post-thumbnail","hentry","category-servicenow","tag-ai-es","tag-energy-and-utilities-es","tag-financial-services-es","tag-itsm-es","tag-manufacturing-and-industrial-activities-es","tag-n-platform-es","tag-other-industries-es","tag-public-sector","tag-retail-es","tag-servicenow","tag-technology-workflows-es","tag-vancouver-release-es"],"acf":[],"cards":"\n\t<div class=\"single-post-card\">\n\n\t\t<figure class=\"wp-block-post-featured-image\"><a href=\"https:\/\/devoteam.info\/es\/expert-view\/libera-la-excelencia-de-itsm-con-ia-generativa-en-servicenow-vancouver\/\" target=\"_self\" ><img width=\"2560\" height=\"1293\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/Unlocking-ITSM-Excellence-with-Generative-AI-in-the-ServiceNow-Vancouver-Release-scaled-1.jpg\" class=\"attachment-post-thumbnail size-post-thumbnail wp-post-image\" alt=\"Libera la excelencia de ITSM con IA Generativa en ServiceNow Vancouver\" style=\"aspect-ratio:4\/3;width:100%;object-fit:cover;\" decoding=\"async\" loading=\"lazy\" srcset=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/Unlocking-ITSM-Excellence-with-Generative-AI-in-the-ServiceNow-Vancouver-Release-scaled-1.jpg 2560w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/Unlocking-ITSM-Excellence-with-Generative-AI-in-the-ServiceNow-Vancouver-Release-scaled-1-300x152.jpg 300w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/Unlocking-ITSM-Excellence-with-Generative-AI-in-the-ServiceNow-Vancouver-Release-scaled-1-1024x517.jpg 1024w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/Unlocking-ITSM-Excellence-with-Generative-AI-in-the-ServiceNow-Vancouver-Release-scaled-1-768x388.jpg 768w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/Unlocking-ITSM-Excellence-with-Generative-AI-in-the-ServiceNow-Vancouver-Release-scaled-1-1536x776.jpg 1536w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/Unlocking-ITSM-Excellence-with-Generative-AI-in-the-ServiceNow-Vancouver-Release-scaled-1-2048x1034.jpg 2048w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/a><\/figure>\n\n\t\t\n\t\t<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-43282307 wp-block-group-is-layout-flex\">\n\t<p style=\"font-style:normal;font-weight:700\" class=\"has-link-color wp-elements-1 wp-block-lp-post-type has-text-color has-primary-color has-small-font-size\">Blog<\/p>\n\n\t\t\n\t\t<h3 style=\"font-style:normal;font-weight:400\" class=\"wp-block-post-title has-base-font-size\"><a href=\"https:\/\/devoteam.info\/es\/expert-view\/libera-la-excelencia-de-itsm-con-ia-generativa-en-servicenow-vancouver\/\" target=\"_self\" >Libera la excelencia de ITSM con IA Generativa en ServiceNow Vancouver<\/a><\/h3><\/div>\n\t\t\n\t<\/div>\n\n","yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Libera la excelencia de ITSM con IA Generativa en ServiceNow Vancouver | Devoteam<\/title>\n<meta name=\"description\" content=\"See how to improve your ITSM instance with new Generative AI features in the ServiceNow Vancouver release.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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