ServiceNow's Xanadu: A New Era for ITSM with Artificial Intelligence
Revolutionizing ITSM with Artificial Intelligence
ServiceNow's recent launch of the Now Platform, named Xanadu, brings groundbreaking advancements to IT service management (ITSM). At the forefront are the new ServiceNow AI Agents, designed to collaborate seamlessly with humans, performing various tasks autonomously while ensuring oversight remains with skilled professionals.
AI Agents Transforming Customer Service Management
With the introduction of customer service management (CSM) AI agents and ITSM AI agents, ServiceNow aims to significantly reduce mean-time-to-resolution by leveraging advanced reasoning capabilities. These agents will analyze cross-enterprise data from the Now Platform, enabling deep contextual understanding.
- Enhanced collaboration between AI and humans
- Boosted live agent productivity
- Improved decision-making with extensive data access
Expanding Capabilities with Generative AI
Additionally, the Now Assist Skill Kit allows organizations to create custom generative AI skills tailored to their specific requirements. This adaptability is complemented by over 350 new out-of-the-box generative AI features added to Now Assist.
- Data visualization generation
- Email reply automation
- Proactive prompts in Virtual Agent
The integration of SecOps and sourcing capabilities enhances the platform's responsiveness to security threats and procurement processes, ensuring users can access information more efficiently.
Significantly Enhanced Data Management
To further support these enhancements, ServiceNow has implemented the high-performance RaptorDB Pro database, boasting a dramatic improvement in transaction times and throughput. This allows for more extensive departmental utilization of the ServiceNow platform, maximizing collaboration and service provision.
This article was prepared using information from open sources in accordance with the principles of Ethical Policy. The editorial team is not responsible for absolute accuracy, as it relies on data from the sources referenced.