ServiceNow's Intelligent IT Service Management

This book explores how ServiceNow's AI capabilities are reshaping IT Service Management by enabling smarter, faster, and more efficient service delivery. It provides a practical guide to leveraging features like Predictive Intelligence, Virtual Agents, and Now Assist to elevate traditional ITSM processes. Emphasizing the importance of strategic planning and thoughtful implementation, it equips organizations to drive intelligent automation and achieve a seamless AI-powered transformation.

Designed as a practical guide for IT administrators and decision-makers, this book provides actionable strategies and insights-from understanding ServiceNow's AI-driven innovations to implementing a robust ITSM framework. With step-by-step instructions and real-world examples, it equips you with the skills and resources necessary to harness AI's full potential, drive operational excellence, and align your IT services with your organization's strategic goals in the digital era.

You Will:

• Learn how ServiceNow's AI capabilities can transform IT Service Management (ITSM) and its key benefits.


• Study real-world case studies demonstrating AI's impact on IT service delivery.


• Explore insights to navigate challenges and ensure a seamless AI adoption journey on your ServiceNow platform.

Who This Book is for: IT Service Management (ITSM) managers, IT Managers and IT Leaders

Part 1- Understanding ServiceNow Chapter 1: From Manual Frameworks to Automated Workflows. - Chapter 2: Overview of ServiceNow s AI Capabilities. - Chapter 3: Building Intelligent ITSM with AI Solutions. - Chapter 4: Road to Transformational Service Experiences. - Part 2 -Building Your Journey Chapter 5: Leading your ServiceNow AI Journey for IT Service Management. - Chapter 6: Maximizing ROI with ServiceNow s AI Capabilities and Avoiding Value Traps. - Chapter 7: Future Trends in AI and ITSM: Preparing for Tomorrow' s Advancements. - Chapter 8: Governance and Management of AI in ServiceNow. - Chapter 9: Use Cases and Exceptional Experiences in ITSM. - Chapter 10: AI Strategic Readiness Workshop.