The power of ServiceNow Now Assist Skill Kit for your business

In today’s fast-paced business environment, efficiency and automation are key. ServiceNow’s Now Assist already offers powerful AI capabilities to streamline workflows and boost productivity. But what if you could tailor those AI capabilities to your specific business needs? That’s where the Now Assist Skill Kit comes in.

Think of a Skill Kit as a toolbox for customising Now Assist. It empowers you to create AI “skills” that address unique challenges within your organisation. This means that you’re not limited to pre-defined AI actions. You can design solutions that perfectly align with your business and goals.

Imagine a button on your incident list that intelligently triages and categorises each incident based on the ITSM standards. This automation determines whether an incident is an issue change request, or a service request and therefore, a different process should be triggered. All categorised information is then seamlessly stored, in a structured way, for easy analysis and reporting, leading to improved efficiency and accuracy in your organisation. This translates to faster response times, reduced costs, and ultimately, increased user satisfaction.

Here’s how it works under the hood:

When creating a Skill Kit, we first need to define the name and provider. This process requires you to understand the benefits and potential downsides of each Large Language Model (LLM) being considered. You can employ your own LLM specifically trained on company data, which can then provide better results with consideration of your specific circumstances.

The second step would be to build a proper prompt in the provided editor, where you can define input data and which prompt will be used. Defining input data can be simple database requests in ServiceNow or even peaking into other systems used by the organisation.

You will be developing a prompt in the provided text box where you will need to outline everything the LLM needs to know to provide the outcome you are seeking. This includes format, language, action, and references to the data you want it to refer to.

Skill Kit also provides an area for you to test your prompt from the editor itself. Having a rubric that defines success for the outcome of your skill is key.

As per the latest ServiceNow version – Xanadu, you can easily deploy Skill Kit prompt logic to UI Action, utilising all OOTB UI Action functionality.

The below picture shows the newly created UI Action applied to the Incident list powered by AI functionality.

The triggered UI action populates a dedicated table with comprehensive incident data and corresponding request type recommendations.

Last but not least, ServiceNow gives you the ability to optimise the process even more. One of the examples is the implementation of an AI-powered button on the Incident table to automatically generate the suggested missing requests, to find what requests we are still missing and avoid repetitive work.

This is just one example of how Now Assist Skill Kit can make IT support easier and more efficient. You can use it for various tasks, like creating business-specific risk assessments or creating an overview of the top reasons why your department has issues. With Skill Kit, you have an ocean of possibilities and a chance to unlock a new era of efficiency, productivity, and user satisfaction.