Insights View Recording: Elevate IT Efficiency: ServiceNow’s AI Use Cases Explored

View Recording: Elevate IT Efficiency: ServiceNow’s AI Use Cases Explored

Join us for an insightful workshop as we delve into the transformative realm of AI applications that IT can deliver, highlighting key use cases. Discover the potential of private deployment options, including Open AI and Azure Copilot, and explore the cutting-edge capabilities of IT Self Service. Our ServiceNow expert will guide you through real-world scenarios and showcase how AI is revolutionizing IT operations. Don’t miss this opportunity to gain valuable insights into leveraging AI for enhanced efficiency and productivity in your IT environment.

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0:0:0.0 –> 0:0:4.970 Nathan Lasnoski OK, we are live and we are here to talk about generative AI in ServiceNow. 0:0:4.980 –> 0:0:10.150 Nathan Lasnoski This is probably one of the most common questions we get from our ServiceNow customers. 0:0:10.160 –> 0:0:19.570 Nathan Lasnoski Is how do I wire up service now and shift left my conversations into chat into self service into enabling my customers to be able to do more by themselves? 0:0:19.880 –> 0:0:28.730 Nathan Lasnoski It’s certainly is something that’s coming about an executive teams and we’re here to talk about today and even give you two different ways that you can make it real in your organization. 0:0:28.920 –> 0:0:32.990 Nathan Lasnoski So this is something that is much broader than ServiceNow. 0:0:33.0 –> 0:0:43.850 Nathan Lasnoski The conversation of AI, but we’re targeting it down to how this can accelerate your IT capabilities and how you deliver benefit to your individual end users within your organization. 0:0:44.40 –> 0:0:52.50 Nathan Lasnoski And we have two excellent experts here to discuss it within the context of ServiceNow as native capabilities and copilot studio. 0:0:52.260 –> 0:0:56.10 Nathan Lasnoski So we have Brian Trippy and Ajay Ravi. 0:0:56.20 –> 0:0:57.690 Nathan Lasnoski So why don’t you guys introduce yourself a little bit? 0:0:59.110 –> 0:0:59.730 Bryan Schrippe Thanks. Date. 0:1:0.30 –> 0:1:0.440 Bryan Schrippe Yeah. 0:1:0.450 –> 0:1:1.600 Bryan Schrippe My name is Brian Shippey. 0:1:1.710 –> 0:1:4.480 Bryan Schrippe I’m the lead technical architect for the ServiceNow practice here. 0:1:4.490 –> 0:1:17.40 Bryan Schrippe Concurrency I’ve got about 2 decades in the ITSM and IT operations space and I’ve been in the ecosystems of multiple products over the course of that those two decades. 0:1:17.50 –> 0:1:24.820 Bryan Schrippe And yeah, I’m excited to talk to you about some of the newest AI interfaces with service now, and I’ll pass it over to my colleague. 0:1:26.390 –> 0:1:27.80 Ajay Ravi Thanks Brian. 0:1:27.610 –> 0:1:34.220 Ajay Ravi My name is Ajay and I’m working with concurrency for almost the past five years, mainly on the business app and the look good. 0:1:34.230 –> 0:1:37.720 Ajay Ravi No code side of things like the power platform Dynamics 365. 0:1:37.910 –> 0:1:40.130 Ajay Ravi So yeah, really looking forward to this event. 0:1:42.90 –> 0:1:42.550 Bryan Schrippe Awesome. 0:1:41.980 –> 0:1:43.820 Nathan Lasnoski Some guys go for it. 0:1:44.800 –> 0:2:16.440 Bryan Schrippe So for everybody that’s on the phone, one of the big themes for 2024 is this right AI and generative AI and things like Sora and all of these newest advances have proliferated the market, and it’s now come to the fold that almost every single company is trying to get their arms around some sort of generalized AI strategy, whether it be in the Microsoft ecosystem, whether it be in the ServiceNow ecosystem. 0:2:16.930 –> 0:2:26.70 Bryan Schrippe Everybody is trying to make use and come up with specific use cases for generative AI in, in their environments, and ServiceNow has. 0:2:27.730 –> 0:2:41.20 Bryan Schrippe Explored this for the past seven years they’ve been working towards this end state and now they have produced some really, really fantastic capabilities in different areas of ServiceNow. 0:2:41.30 –> 0:2:49.870 Bryan Schrippe And we’ll explore those in addition to some offerings that Microsoft has now brought into the fold and linking up to ServiceNow. 0:2:49.880 –> 0:3:8.820 Bryan Schrippe So you have avenues in both areas if you have a ServiceNow platform or if you have ServiceNow in specific state and you have a Microsoft copilot subscription, you have opportunities to expand AI into your ITSM and IT operations platforms across the board. 0:3:9.520 –> 0:3:15.750 Bryan Schrippe So what have we been seeing the world of work is really kind of getting challenging now. 0:3:16.520 –> 0:3:29.390 Bryan Schrippe Umm, a lot of time is being lost in resources and employees searching for information, getting answers to questions and trying to complete specific tasks or workflows and things throughout their day. 0:3:31.160 –> 0:3:46.580 Bryan Schrippe When they come into new employee experiences or a new application and they have to context switch to that application, their time is getting taken from them trying to reorient themselves to maybe a new UX UI or new experience or new interaction. 0:3:47.480 –> 0:3:59.950 Bryan Schrippe And a lot of times employees are missing really important information because they’re having to go to multiple different applications in order to do things within the IT estate. 0:3:59.960 –> 0:4:3.310 Bryan Schrippe So ServiceNow is trying to rectify that. 0:4:4.550 –> 0:4:25.30 Bryan Schrippe By giving them new experiences and with the proliferation of different services inside the organization, you know we’re seeing a huge influx in incident volume, customer service cases, uh, back end, technology, operations, incidents and events. 0:4:25.260 –> 0:4:50.980 Bryan Schrippe And all of these things are just coming into our ITSM platforms or operations platforms and just proliferating the amount of time that analysts and back end IT operations are resources are spending trying to manage triage and take care of these instances in their environment to maximize service downtime. 0:4:50.990 –> 0:4:53.600 Bryan Schrippe And interactions with their employees. 0:4:53.970 –> 0:5:2.320 Bryan Schrippe So on both sides of the house, we’re really seeing this proliferation of are incidents and tasks and things. 0:5:2.330 –> 0:5:4.770 Bryan Schrippe So how how is service now? 0:5:4.980 –> 0:5:12.740 Bryan Schrippe And you know, in some ways, Microsoft tailoring their experiences to kind of combat some of these things. 0:5:12.750 –> 0:5:25.620 Bryan Schrippe So ServiceNow has been working for a very long time on back end machine learning, predictive analytics and now with their integration of ServiceNow as LLM. 0:5:25.630 –> 0:5:33.630 Bryan Schrippe Generative AI solutions to help kind of claw back some of that time, not only on the employee side but also on the analyst side. 0:5:35.320 –> 0:5:37.410 Bryan Schrippe So how is it going to change the enterprise? 0:5:37.420 –> 0:6:0.750 Bryan Schrippe So what ServiceNow is aiming for specifically and Microsoft is they’re trying to transform how users are interacting with specific platforms, mainly through the experiences of chat and the experiences of web front ends in order to be able to go to singular areas in order to get all of their needs met, right. 0:6:0.760 –> 0:6:21.840 Bryan Schrippe So essentially meeting the customer where they are, whether it be in a teams platform or a employee center experience wherever they are, we should be able to get them the data that they need, be able to help them execute the tasks that they need to execute and be able to resolve those tasks expediently with a degree of efficiency that exponentially. 0:6:23.560 –> 0:6:31.530 Bryan Schrippe Gives the IT organization some you know time back which is ultimately dollar savings. 0:6:31.760 –> 0:6:32.30 Bryan Schrippe Right. 0:6:33.260 –> 0:6:34.760 Bryan Schrippe So we wanna do all of these things. 0:6:34.770 –> 0:6:40.490 Bryan Schrippe We want to increase priority, we want to increase agility and ServiceNow helps us do this in a few ways. 0:6:40.500 –> 0:6:45.250 Bryan Schrippe And then later on, we’re going to talk about how we can integrate Microsoft solutions into the fold as well. 0:6:47.740 –> 0:6:54.10 Bryan Schrippe So now assist is the platform of this next generation experience and productivity platform. 0:6:54.20 –> 0:7:5.530 Bryan Schrippe So it’s a backhanded LM specifically designed by service now for ServiceNow and it covers the entire ecosystem of servers now from the developer all the way to the employee. 0:7:5.620 –> 0:7:15.310 Bryan Schrippe Now I can spend 4 hours talking about all of this in its entirety, but for this specific chat, we’re going to hone in on two very specific areas. 0:7:15.680 –> 0:7:28.590 Bryan Schrippe So one being the agent, the other being the employee because anybody knows in an IT operations workspace, those two areas are the resounding amount of time that a lot of our organizations spend dealing with people. 0:7:30.170 –> 0:7:38.940 Bryan Schrippe So outcomes now assist for IT SM specifically because we’re seeing a lot of interactions for IT SM giving the. 0:7:41.400 –> 0:7:48.330 Bryan Schrippe And apprise a lot more benefit for the dollars that they’re spending on implementing these specific outcomes, right. 0:7:49.20 –> 0:7:50.850 Bryan Schrippe So what are the some of the benefits? 0:7:50.860 –> 0:7:54.710 Bryan Schrippe So we can help our end users in their employee interactions. 0:7:55.670 –> 0:8:2.600 Bryan Schrippe We can decrease MTTR for our incidents and we can resolve incidents faster and more expediently. 0:8:2.950 –> 0:8:3.740 Bryan Schrippe So how does it do this? 0:8:5.320 –> 0:8:17.390 Bryan Schrippe So with the proliferation of LM’s this year, summation has become very integral to how users are consuming data. 0:8:17.640 –> 0:8:22.280 Bryan Schrippe How agents are consuming data and then this interaction that I’m showing you here on the screen. 0:8:23.570 –> 0:8:49.450 Bryan Schrippe It’s a end user asking for information and wanted to talk to an agent and the agent needs to have an understanding of all of that summation and what ServiceNow does is take that interaction from chat and summarizes it for the agent such that they now have the entirety of the chat right at their fingertips. 0:8:49.500 –> 0:8:58.30 Bryan Schrippe So they don’t have to go and crawl through the entire interaction in order to showcase what’s been talked about previously. 0:8:58.320 –> 0:9:10.930 Bryan Schrippe So it also helps the initial analyst but also helps the tertiary analysts after the fact if that interaction gets transformed into an incident, all of these. 0:9:13.200 –> 0:9:18.810 Bryan Schrippe Questions and answers and information gathering is all right at the agents. 0:9:18.820 –> 0:9:28.70 Bryan Schrippe Fingers tips so it reduces the amount of time that they’re spending researching what has happened with this particular ticket or request or customer service case. 0:9:30.640 –> 0:9:55.770 Bryan Schrippe It also does test summarization, so a lot of times we’re going through what has been going on with this specific incident or change or request over time, and there’s all this activity that’s in the activity log and we spend a lot of our time just going through and trying to understand everything that’s been done and with incident summary for service. 0:9:55.830 –> 0:10:18.940 Bryan Schrippe Now it takes all of that agent activity and summarizes it in a nice, handy little bubble that can be not only added to the ticket itself, but shown on screen right there, front and center, such that any agent or analyst that’s taking a look at this has instant access to everything that’s been done with that particular incident. 0:10:19.150 –> 0:10:30.870 Bryan Schrippe So again, that concept of summation wrapping up all of the needed data in a correlated environment where they can take action, write that in there. 0:10:35.20 –> 0:10:45.290 Bryan Schrippe So resolutions are also a big thing for wrapping up a ticket and a lot of times we see tickets that don’t have resolution codes. 0:10:45.300 –> 0:10:47.830 Bryan Schrippe We don’t see tickets that have resolution summaries. 0:10:48.380 –> 0:10:59.100 Bryan Schrippe Well, ServiceNow is taken that also into account and is now dynamically posting resolution codes and notes into the ticket. 0:10:59.110 –> 0:11:4.80 Bryan Schrippe Just by nature of clicking the resolve button so it automatically is doing that for us. 0:11:4.90 –> 0:11:5.180 Bryan Schrippe So what does that get us? 0:11:5.490 –> 0:11:8.660 Bryan Schrippe It gets us more accurate completeness with our tickets. 0:11:8.830 –> 0:11:10.960 Bryan Schrippe It gets us faster resolution times. 0:11:11.250 –> 0:11:24.20 Bryan Schrippe Our agents don’t have to go in and put resolution information inside of their tickets because service now can wrap up all that information and to summarize text and just implement that into our resolution notes. 0:11:24.430 –> 0:11:28.240 Bryan Schrippe And it’s again saves time like the theme of the year is. 0:11:28.250 –> 0:11:32.580 Bryan Schrippe How do we save as much time and generate as much efficiency as we can with the workforce that we have? 0:11:35.90 –> 0:11:35.270 Bryan Schrippe Yeah. 0:11:34.240 –> 0:11:35.590 Nathan Lasnoski Hey Brian, is that gathering? 0:11:35.980 –> 0:11:39.910 Nathan Lasnoski Is it gathering that from like, OK, let’s say you’re on a conversation with the customer. 0:11:40.220 –> 0:11:40.400 Bryan Schrippe Yep. 0:11:39.920 –> 0:11:45.640 Nathan Lasnoski Is it gathering that from live conversations or is it from like when it says actions like what does that mean? 0:11:46.300 –> 0:11:46.650 Bryan Schrippe Yeah. 0:11:46.660 –> 0:11:47.590 Bryan Schrippe So we can do all that. 0:11:47.600 –> 0:12:24.150 Bryan Schrippe So it’ll take a look at all of the interactions over the course of the entirety of the ticket, and if there is a like solution proposed for a particular incident or a knowledge article that’s been given to that end user, even from the context of chat and all of that chat summation notes can go inside of the ticket either from the interaction itself or by nature of adding those to the work notes of the ticket agent summary can go and resolution summary can go and grab all that information and through context can wrap that information to. 0:12:28.690 –> 0:12:29.300 Nathan Lasnoski That’s cool. 0:12:29.370 –> 0:12:29.700 Nathan Lasnoski I would. 0:12:24.330 –> 0:12:29.800 Bryan Schrippe A summation and then apply that to the context of the ticket inside of a resolution, yeah. 0:12:29.710 –> 0:12:32.310 Nathan Lasnoski I was thinking as you were talking, I don’t. 0:12:32.320 –> 0:12:33.570 Nathan Lasnoski We’re not really showing this today, but. 0:12:35.940 –> 0:12:43.160 Nathan Lasnoski This would be an interesting plugin for when Ajay gets to talking about copilot studio, where M365, copilot. 0:12:43.200 –> 0:12:48.310 Nathan Lasnoski If it’s recording, the call could summarize that even insert that into the chat as well. 0:12:49.10 –> 0:12:49.520 Bryan Schrippe Yeah. 0:12:49.570 –> 0:12:55.60 Bryan Schrippe Yeah, because now now with teams being able to take call translation and push that into. 0:12:55.390 –> 0:12:57.610 Bryan Schrippe Ohh yeah, that’s that’s a definite use case for sure. 0:13:1.760 –> 0:13:15.20 Bryan Schrippe Another thing that we always run into when we’re dealing with, you know incidents specifically is a lot of times the wrapping up of that incident and the resolution of that incident doesn’t always make it into a knowledge article. 0:13:15.390 –> 0:13:36.430 Bryan Schrippe And I find that a lot in our clients that have maybe a minimal knowledge footprint and a lot of times it’s just because of the time it takes to create a knowledge article and basically what I’m showing you here in this little video over here is knowledge being drafted ad hoc from the click of a button. 0:13:37.800 –> 0:13:47.0 Bryan Schrippe That’s extremely powerful nowadays, because if you can drastically reduce the amount of time that it takes to generate an Oracle and get that up into your knowledge base. 0:13:48.640 –> 0:13:50.330 Bryan Schrippe Leveraging the power of an LLM. 0:13:50.340 –> 0:13:54.10 Bryan Schrippe And being able to generate that article dynamically is huge. 0:13:54.280 –> 0:13:56.490 Bryan Schrippe It it, it is a great time saver. 0:13:56.500 –> 0:14:5.170 Bryan Schrippe It adds to your knowledge repository and that information can further be surfaced by ServiceNow and their LLM. 0:14:5.510 –> 0:14:8.20 Bryan Schrippe Through a mechanism that we’re going to show you in a minute. 0:14:10.530 –> 0:14:17.10 Bryan Schrippe And please, if anybody has any questions or anything, please feel free to just add them into the chat and we’ll get all of those answered as soon as we can. 0:14:18.910 –> 0:14:30.760 Bryan Schrippe So we just talked about being able to create knowledge articles dynamically and what I’m showing you here in this little example over here is somebody who’s asking just generically what the travel policy is for hotels in your organization, right. 0:14:31.540 –> 0:14:38.160 Bryan Schrippe And one thing that the old ServiceNow virtual agent would do is surface the entire knowledge article too and say, hey, go take a look at this. 0:14:39.0 –> 0:14:52.800 Bryan Schrippe But now with the with the integration of service now as LM is, they can go and hone in directly on the answer that the employee may be looking for in the context of the knowledge article itself. Right? 0:14:52.810 –> 0:15:3.10 Bryan Schrippe So we can give them an actionable answer from the chat itself, giving them the answer in place of having them have to go and read something like this entire document. 0:15:3.890 –> 0:15:4.200 Bryan Schrippe Right. 0:15:4.210 –> 0:15:8.880 Bryan Schrippe Like a lot of times, you don’t wanna have your employees just go read the entire document. 0:15:8.890 –> 0:15:15.760 Bryan Schrippe Just give them the answer right then and there and being able to add that information to your knowledge repository ad hoc. 0:15:16.70 –> 0:15:28.680 Bryan Schrippe Just think of the power of that from an end user experience and having them be able to actionably get an answer right from the context of their their query. 0:15:29.650 –> 0:15:34.550 Bryan Schrippe That’s hugely powerful for being able to, you know, get employees questions answered. 0:15:34.560 –> 0:15:58.740 Bryan Schrippe And if you think about that from other business areas, you could from ServiceNow, you could bring in HR documentation, you could bring in other business area, financial, legal, all of that information could be brought into your knowledge repositories and then be able to be queried by the LLM such that your employees can now get answers just generally from their queries. 0:16:4.250 –> 0:16:9.330 Bryan Schrippe And another powerful thing is intent based request. 0:16:11.150 –> 0:16:13.40 Bryan Schrippe Umm provisioning right? 0:16:13.90 –> 0:16:14.700 Bryan Schrippe So this is pretty cool. 0:16:15.190 –> 0:16:25.480 Bryan Schrippe So in this example, what they’re doing is we’re asking service now that I need a blue iPhone 15 with 256 gigs and I need it by tomorrow. 0:16:26.210 –> 0:16:33.260 Bryan Schrippe So our request has a whole bunch of questions that we normally ask is a byproduct of making a request for an iPhone. 0:16:33.670 –> 0:16:34.140 Bryan Schrippe Right. 0:16:34.510 –> 0:16:48.370 Bryan Schrippe But the old virtual agent couldn’t necessarily decipher the intent of actually wanting this iPhone with this color and this specific size. 0:16:48.720 –> 0:16:49.170 Bryan Schrippe Right. 0:16:49.340 –> 0:17:12.420 Bryan Schrippe But with service now we can take the intent of that question and without previous context take that information, ask all the additional questions that we would need as a part of generating that request and dynamically fill in the information from their original intent based question. 0:17:12.430 –> 0:17:12.740 Bryan Schrippe Right. 0:17:12.790 –> 0:17:27.230 Bryan Schrippe So in this instance, they’re asking different questions for that particular request, and ultimately when they provision this request, it will automatically fill in the fact that they wanted a blue phone. 0:17:28.260 –> 0:17:35.180 Bryan Schrippe The fact that they wanted the size to be 256 gigs and the the shipping and location criteria. 0:17:35.670 –> 0:17:42.100 Bryan Schrippe Additionally, if they made a change to that request, they could take other intent. 0:17:42.650 –> 0:17:46.820 Bryan Schrippe Say you wanted the size wasn’t the right size. 0:17:46.830 –> 0:18:11.160 Bryan Schrippe See how adherent put blue 256 and the time frame right now if you wanted to change that and say, oh, well, that’s not really the right size that I need, maybe I need something bigger and I want the Max size or I need a different model just by typing that in your change it can take the intent of that and dynamically change the request. 0:18:12.260 –> 0:18:20.730 Bryan Schrippe Something that we haven’t seen in the original, you know, early versions of virtual agent, so hugely powerful. 0:18:25.0 –> 0:18:29.720 Bryan Schrippe So what have we seen and what has ServiceNow seen? 0:18:31.980 –> 0:18:41.750 Bryan Schrippe The proliferation of this LM and integration into generative AI, and what what savings is it gonna give us now? 0:18:42.420 –> 0:18:49.330 Bryan Schrippe I’ll warn you, this is a very, very large slide, right and it’s got a lot of data in it. 0:18:49.340 –> 0:18:56.400 Bryan Schrippe But I kind of want to hone in on just a few things here, one of which is the reduction in incident volume. 0:18:56.410 –> 0:19:3.900 Bryan Schrippe So over the course of time, that service now has put this in practice, this for analysis specifically for ITSM. 0:19:4.10 –> 0:19:14.920 Bryan Schrippe And this generally goes across the variety of now assistance for the different platforms for developer and for CSM and case management. 0:19:15.520 –> 0:19:23.40 Bryan Schrippe Uh, but generally they’re seeing a 15% reduction in just incident volume from the employee front end, right? 0:19:23.50 –> 0:19:49.760 Bryan Schrippe Just being able to answer questions, guide them through a quest frameworks, being able to actionably, search all of that is a complete reduction and then if you add that on to additional automation reduction, you can see anywhere from 15 to 30% efficiency gains and not only reductions in incident volume, but culminate that with and combine it with automation efficiency. 0:19:50.190 –> 0:19:59.870 Bryan Schrippe You can see how much time savings you can start clawing back from not only your employees having to spend the time to do XY and Z thing, but also you’re agents having to. 0:19:59.920 –> 0:20:6.450 Bryan Schrippe To you know, summarize, get information, attach knowledge, generate knowledge, resolve. 0:20:8.210 –> 0:20:8.860 Bryan Schrippe Hugely. 0:20:9.110 –> 0:20:10.330 Bryan Schrippe Hugely impressive. 0:20:11.750 –> 0:20:18.110 Bryan Schrippe Also, you know being able to increase agent productivity, right? 0:20:19.170 –> 0:20:41.480 Bryan Schrippe Being able to make sure our tickets have all the complete information, gathering the information from chat based intent, being able to make sure that their resolutions are properly put in with the proper information, making sure that knowledge articles are getting created. All of that just increases agent productivity, right? 0:20:41.490 –> 0:20:42.520 Bryan Schrippe And that’s that’s a lot. 0:20:42.530 –> 0:20:46.100 Bryan Schrippe What a lot of our clients are really striving towards. 0:20:46.230 –> 0:20:54.600 Bryan Schrippe And they’re driving towards that end goal as being able to do more with the people that they have, especially in the ecosystem that we’re living in right now. 0:20:58.180 –> 0:21:4.720 Bryan Schrippe But Jenny, I doesn’t just stop with the TSM, so they are. 0:21:4.730 –> 0:21:10.840 Bryan Schrippe ServiceNow is transforming this across almost every single module in all of service. 0:21:10.850 –> 0:21:11.660 Bryan Schrippe Now is ecosystem. 0:21:11.670 –> 0:21:15.320 Bryan Schrippe So we’re not only talking ITSM, we’re talking for. 0:21:15.510 –> 0:21:16.760 Bryan Schrippe We’re taking HR. 0:21:16.810 –> 0:21:18.310 Bryan Schrippe We’re talking CSM. 0:21:18.490 –> 0:21:24.20 Bryan Schrippe We’re talking creator, being able to transform experiences. 0:21:24.30 –> 0:21:46.10 Bryan Schrippe Not only on the front end of ServiceNow, through employee center and being able to transform all of those interactions, but also for the developer and I encourage you if you haven’t taken a look at it, going to take a look at analysis for creator and being able to do text to code or text to flow or text to entire application. 0:21:47.0 –> 0:22:4.740 Bryan Schrippe Imagine that being able to create an automation either through, you know, citizen development and being able to say, hey, I need a I need an automation that will help me do XY and Z and have the flow dynamically created which is based on your chat intent. 0:22:5.920 –> 0:22:7.260 Bryan Schrippe Hugely impressive. 0:22:7.390 –> 0:22:13.240 Bryan Schrippe And it’s it’s really a testament to just the world we’re living in and the the explosion of. 0:22:15.380 –> 0:22:18.330 Bryan Schrippe Transformation that we’re seeing in the the generative AI space. 0:22:22.30 –> 0:22:23.800 Bryan Schrippe So what does this look like? 0:22:24.230 –> 0:22:26.790 Bryan Schrippe So for anybody that’s on I, TSM, standard. 0:22:27.480 –> 0:22:42.310 Bryan Schrippe Umm, sadly, you’re gonna need to make this shift up to TSM professional and now assist for ITSM is an add on for that, but I’d like to point out what you get in that shift. 0:22:42.360 –> 0:22:43.510 Bryan Schrippe Uptight TSM pro. 0:22:44.40 –> 0:22:46.500 Bryan Schrippe So you’re getting things like virtual agent. 0:22:46.510 –> 0:22:48.550 Bryan Schrippe You’re getting things like predictive intelligence. 0:22:49.210 –> 0:22:58.880 Bryan Schrippe If you’re doing anything in the vendor management area and trying to vet and you know, assess risk for vendors, that’s another added value. 0:22:58.890 –> 0:23:14.800 Bryan Schrippe Add performance Analytics and DevOps a lot of times we’re starting to hear of companies that want to integrate their DevOps pipelines inside of service now and be able to attach that to change management if that’s something that’s on your docket or you have. 0:23:15.270 –> 0:23:24.350 Bryan Schrippe If you’re working in a JIRA instance and wants some transparency there, you know you might want to look into making the shift up to ITSM professional. 0:23:24.640 –> 0:23:44.60 Bryan Schrippe A lot of our customers are moving on their IT SM journey down the path of trying to enable more of these end user experiences in deeper understanding of their data for the C-Suite executives and maybe out of box Dashboarding isn’t really cutting it. 0:23:44.70 –> 0:23:48.200 Bryan Schrippe So performance analysis is hugely becoming more and more popular. 0:23:48.710 –> 0:24:3.210 Bryan Schrippe And then add on the efficiencies gained for now I for ITSM, if you can take some of the outcomes and the efficiency gains that you’re seeing and just do some generalized calculations on time savings against your initial. 0:24:5.190 –> 0:24:11.630 Bryan Schrippe Targeted numbers for what you’re seeing as far as incident inflows change inflows, agent interactions. 0:24:12.490 –> 0:24:37.220 Bryan Schrippe If you have any data that is around time and what your average salary costs are per employee and you can do some generalized math there, you might find that the savings and efficiency gains that you can garner by employing some of these into your environments can maybe offset or even give you a value. 0:24:37.230 –> 0:24:39.110 Bryan Schrippe Add over time to the. 0:24:41.100 –> 0:24:47.830 Bryan Schrippe The the financial outlay that you may have to do from the uplift, from going from something like standard to professional. 0:24:48.150 –> 0:24:54.390 Bryan Schrippe So I encourage you to, you know, you can speak with us or speak with service now on how that looks. 0:24:54.630 –> 0:25:6.100 Bryan Schrippe But I just wanted to give you kind of an understanding of what is the impact of developing on I, TSM for now assist and what it takes to get you there. 0:25:8.940 –> 0:25:10.510 Bryan Schrippe And then some final things. 0:25:10.620 –> 0:25:26.780 Bryan Schrippe Vancouver is the current, but Washington DC is very, very close to becoming out out there and I wanted to just let you know that there are some enhancements that are coming with the Washington DC release. 0:25:27.190 –> 0:25:42.240 Bryan Schrippe And one of those is being able to do knowledge generation and root cause analysis and generative app creation for developing without having to write singular code. 0:25:42.250 –> 0:26:1.360 Bryan Schrippe So those three key features are coming in the next release of in Washington DC, so it’s going to be extremely exciting for the next next release, especially as it relates to how generative AI is fast becoming involved inside the ServiceNow ecosystem. 0:26:3.690 –> 0:26:18.500 Bryan Schrippe But what I wanted to do, and I wanted to focus a little bit of time here and I’m gonna pass this over to Ajay, is I wanted to spend some time helping you guys understand that we’re not just the ServiceNow shop. 0:26:18.510 –> 0:26:39.250 Bryan Schrippe We also have deep, deep Microsoft background, so regardless of where you’re at, whether it be ITSM and service now or Azure or machine learning or AI or copilot or M365, concurrency has deep deep understanding in all of these areas. 0:26:40.320 –> 0:26:50.40 Bryan Schrippe But specifically, I wanted to focus on how copilot and it’s feature functionality can also be integrated into service. 0:26:50.50 –> 0:26:59.560 Bryan Schrippe Now, if let’s say you didn’t wanna make the financial outlay, but you did have copilot through, maybe your Microsoft subscriptions. 0:27:0.650 –> 0:27:10.720 Bryan Schrippe Maybe there’s a case where you can integrate a teams experience to get some of these similar functionalities that ServiceNow is doing, but in the realm of copilot. 0:27:10.970 –> 0:27:18.490 Bryan Schrippe So with that, I’m gonna pass it over to Ajay and we’re going to walk through some of the copilot scenarios, OK? 0:27:19.50 –> 0:27:19.580 Ajay Ravi Yep. 0:27:19.830 –> 0:27:21.980 Ajay Ravi Uh, thanks Brian, for that intro. 0:27:22.130 –> 0:27:28.410 Ajay Ravi So Microsoft or release copilot Studio as part of last Year’s of Ignite? 0:27:28.420 –> 0:27:36.320 Ajay Ravi And then so previously there was a power virtual agent functionality, but with the generative AI functionalities and everything coming up. 0:27:36.330 –> 0:27:47.200 Ajay Ravi So Microsoft introduced this and it allows you to connect various, you know, your local business details or even the Azure open AI or different GPT models. 0:27:47.210 –> 0:27:53.970 Ajay Ravi So you do have the ability to kind of like connect everything using the lock code or interface, which is the copilot studio. 0:27:54.220 –> 0:28:5.130 Ajay Ravi So basically if you want to build a copilot on top of your business, you can use copilot studio and then connect using various operable or connectors and all plugins. 0:28:5.140 –> 0:28:15.730 Ajay Ravi So you can bring in those data inside copilot studio and then user should be able to interact and then get some details around like the different business data and everything. 0:28:15.980 –> 0:28:21.750 Ajay Ravi So like I mentioned, there are over 1100 plus prebuild plugins already available. 0:28:22.90 –> 0:28:41.800 Ajay Ravi The the copilot studio and in addition to that, if you want to, uh, you select different power platform tools like power automate, so you can still bring in other business data to your studio and then accordingly chat with that so you can build your own copilot studio as well. 0:28:41.810 –> 0:28:51.880 Ajay Ravi Or from the scratch and then you know, if you have like open AI, you can definitely integrate that with the compiler studio and then accordingly our converse with the bot. 0:28:52.380 –> 0:28:57.650 Ajay Ravi So on the right hand side, so you can see our a quick snapshot of how it would look like. 0:28:57.660 –> 0:29:0.870 Ajay Ravi So you don’t have to like build anything from scratch. 0:29:0.880 –> 0:29:22.860 Ajay Ravi You do have this interface and everything already prebuilt in our copilot studio, and all you have to do is like build or use the out of the box functionality or utilize some of the generative AI functionality and in addition to that, if you want to use custom or functionality or build custom or logics, you definitely have the ability to do that as well. 0:29:23.360 –> 0:29:24.870 Ajay Ravi So it’s a great tool. 0:29:24.880 –> 0:29:36.470 Ajay Ravi How for you know, chatting with the board with minimal code and less code and it will also allow you to like you know, greatly engage and understand details as well. 0:29:37.440 –> 0:29:43.490 Ajay Ravi So if you can go to the next one so a little bit about the architectural side of things. 0:29:43.580 –> 0:29:47.890 Ajay Ravi So Copella studio definitely comes with the security aspect of things as well. 0:29:48.60 –> 0:29:57.230 Ajay Ravi So now you can authenticate using Azure Active Directory or you can also you single sign on so that all your data is secure. 0:29:57.370 –> 0:30:18.620 Ajay Ravi And another thing to kind of like mention is Scopeless studio is build on top of power platform so it also has additional functionalities where you can securely make sure that you allow certain data to be connected and certain things that your organization don’t want or like you know your employees don’t want to have access. 0:30:18.680 –> 0:30:27.260 Ajay Ravi So you do have the ability to restrict that as well, so you can set your data prevention loss policies so that way your data is secure as well. 0:30:27.570 –> 0:30:30.710 Ajay Ravi So it allows you to securely access the data. 0:30:32.600 –> 0:30:56.320 Ajay Ravi And another thing to mention is, so it is built on top of Azure bot service, so whenever you spin up a new copilot studio, it already comes with how prebuild entities like for example if you are talking to the port regarding a particular number or each so the bot will automatically be able to understand what you are kind of like referring to. 0:30:56.560 –> 0:31:5.560 Ajay Ravi But in addition to that, if you want to build custom entities which is specific to your business or like for example of service now. 0:31:5.640 –> 0:31:14.380 Ajay Ravi So if you want the bot to understand that you are talking about an incident number so you can build custom entities and that will allow the bot to kind of like understand. 0:31:14.390 –> 0:31:21.120 Ajay Ravi So you do have the ability to build our custom entities on top of the existing one, which you already have. 0:31:21.130 –> 0:31:22.920 Ajay Ravi How when you set up echo. 0:31:22.930 –> 0:31:23.430 Ajay Ravi Pilates studio. 0:31:25.480 –> 0:31:31.30 Ajay Ravi And the next thing too kind of like mentions regarding how the Azure opening I side of things. 0:31:31.140 –> 0:31:40.570 Ajay Ravi So copyleft studio as like when you spin up a new copilot studio, you do have the ability to enable or disable this functionality. 0:31:40.840 –> 0:31:51.710 Ajay Ravi So if you don’t want to use generative AI, you do have the ability to turn that off and then accordingly use various or custom logics to kind of like navigate the conversation. 0:31:51.960 –> 0:31:57.500 Ajay Ravi But if you want to like use the generative AI functionality can definitely use that as well. 0:31:57.630 –> 0:32:3.240 Ajay Ravi And then accordingly the bot will kind of like ohh show and like respond accordingly. 0:32:3.390 –> 0:32:25.190 Ajay Ravi So we’ll be looking at a couple of use cases as well regarding that shortly, but and in addition to that, if you want to escalate or like transfer to an actual live agent, you do have the ability to kind of like escalate and then you can, you know transfer that conversation to either a service node dynamics 365 or other contacts enters as well. 0:32:25.440 –> 0:32:34.830 Ajay Ravi So that will allow you to seamlessly move the conversation from the airport to an actual real agent and they will have all the insights as well from the board. 0:32:36.590 –> 0:32:44.880 Ajay Ravi And then you also have all the prebuilt connectors and HTTP request functionalities available through power platform. 0:32:44.990 –> 0:32:50.110 Ajay Ravi So most of these are already prebuilt, so you don’t have to build any custom logic. 0:32:50.120 –> 0:33:0.940 Ajay Ravi All you have to do is like use those connectors and accordingly I’ll provide the dynamic value so that it can accordingly understand what the user is talking about and then get the appropriate response. 0:33:1.290 –> 0:33:12.130 Ajay Ravi So this way you know users will be able to talk with our that ball and if they want to like escalate, they should be able to do that as well to an actual live agent. 0:33:16.800 –> 0:33:19.630 Ajay Ravi So, uh, regarding uh, the generative? 0:33:19.680 –> 0:33:22.830 Ajay Ravi AI functionalities in the copilot studio like I mentioned. 0:33:22.920 –> 0:33:26.350 Ajay Ravi So you do have the ability to turn this feature off. 0:33:26.440 –> 0:33:59.280 Ajay Ravi Also, if you would like to turn this on so you do have the ability to connect to different data sources so it is not just restricted to service now you can connect to your various public data sides or even the for internal organizations to you can connect your internal SharePoint all you need to make sure is that user have that rate permissions so that way they can the bot can kind of like understand and then accordingly fish their appropriate or details and in addition to that if you want to connect to an open AI not you. 0:33:59.400 –> 0:33:59.690 Ajay Ravi Data. 0:33:59.700 –> 0:34:17.500 Ajay Ravi So you do have the functionality to do that as well, so you can connect a custom open AI also and then the GPT models and then the bot will be able to talk to the open AI and then accordingly provide the necessary details and some of the upcoming features. 0:34:17.510 –> 0:34:46.220 Ajay Ravi So you can also upload like documents to the copilot studio and it will be saved in data burst which is the power platform on database where you can store all the documents and like for example if you have an FAQ or like specific policy related information document so you can upload those documents to the copyleft studio and the bot will be able to kind of like look that details and even provide that URL as well to the user. 0:34:46.310 –> 0:34:55.530 Ajay Ravi So this way you can kind of like talk or the bot can kind of like use generative AI functionality to get the details and then respond back. 0:34:55.680 –> 0:34:56.310 Ajay Ravi You are. 0:34:56.520 –> 0:34:57.790 Ajay Ravi No, you, Sir. 0:34:58.90 –> 0:35:2.410 Ajay Ravi And finally, you can use the custom data like for example the service now. 0:35:2.420 –> 0:35:18.610 Ajay Ravi So you can help pull the ServiceNow data so whenever a user tries to access information related to an open ticket, they can kind of like no use the custom data like through various sources like and out of the box connector or like power automate or HTTP connectors. 0:35:18.670 –> 0:35:24.230 Ajay Ravi So you can use those functionalities to bring the data back to the bot and then get those details. 0:35:24.700 –> 0:35:33.180 Ajay Ravi So it’s a great way to kind of like tell you some of the generative AI functionality with minimal code and no code approach. 0:35:36.610 –> 0:35:43.760 Ajay Ravi And like I mentioned, so you can and you can integrate the spot in various places and channels. 0:35:43.770 –> 0:35:58.780 Ajay Ravi So for example, if you want to deploy the port to a Microsoft Teams, you do have the ability to do that and in addition to that, if you want to add the spot to a different website or custom website so you do have the ability to do that as well. 0:35:58.790 –> 0:36:6.640 Ajay Ravi So it’s pretty seamless and you can easily integrate all the port in different how places where are you still can access from there. 0:36:7.950 –> 0:36:15.840 Ajay Ravi And finally, if you want to kind of like transfer to an agent so you can do that as well. 0:36:17.250 –> 0:36:24.490 Ajay Ravi So dynamics 365, customer service and service now are like a couple of great use cases where you can seamlessly transfer to an actual reason. 0:36:28.940 –> 0:36:29.840 Ajay Ravi So all. 0:36:29.890 –> 0:36:37.110 Ajay Ravi Let’s take a look at our some of the use cases and example of how you can integrate copilot studio with service now. 0:36:37.330 –> 0:36:47.940 Ajay Ravi So the first use case so you can see that I’m trying to create a new ServiceNow ticket from on the bot directly. 0:36:48.50 –> 0:37:1.290 Ajay Ravi So I’ve added like two different screenshots here on the right hand side you can see that as an interface the actual bot interface from the copilot studio, and then the one at the bottom is the teams interface. 0:37:1.360 –> 0:37:18.70 Ajay Ravi So you can see that we can train the bot like a certain topics that if I mentioned something like I want to open it ticket or like I want to open a service now or tickets so bot will be able to determine or that the user wants to open a new ticket. 0:37:18.240 –> 0:37:26.310 Ajay Ravi So we can kind of like navigate how the user or how the user should get the response and then or write some of you. 0:37:26.650 –> 0:37:38.360 Ajay Ravi Ohh Christians which you need all four opening a new ticket so you can see that the next thing which spot confirms is like provide to asking the user to provide a short issue description. 0:37:38.580 –> 0:37:46.630 Ajay Ravi So we just mentioned that the Outlook app is stopped working and then it will also asking for some additional details. 0:37:46.640 –> 0:37:55.230 Ajay Ravi And then once all the details have been provided so you can see that in new incident has been open and then provided the user with the ticket number. 0:37:55.480 –> 0:38:12.10 Ajay Ravi So this is an easy way of where you can kind of like are you are copilot studio and some of the popular form key capabilities to create new ticket and then get that ticket number of from easily using from teams or even from the copilot studio. 0:38:16.550 –> 0:38:32.340 Ajay Ravi So another thing our scenario is suppose if there is a knowledge base service knowledge based and you want to access and get information directly without having to open a new ticket so you can see that on the top I just mentioned like cookies. 0:38:32.350 –> 0:38:41.280 Ajay Ravi Also what it did was it looked at the knowledge base and then tried to like determine if there are any knowledge base article with that cookies mentioned. 0:38:41.290 –> 0:38:48.270 Ajay Ravi So and it accordingly harder turn back and with couple of URLs which is directly linked to the knowledge base as well. 0:38:48.400 –> 0:38:51.490 Ajay Ravi So it’s an easy conversational boosting way. 0:38:51.560 –> 0:39:16.180 Ajay Ravi So you don’t have to build a custom or topic or like logic and the bot will be able to kind of like look at how the knowledge base and if there is any articles related to or what user have type or it will accordingly return those results and then our user should also be able to get a link and they should be able to go there and or try to perform some of the resolution steps as well. 0:39:16.350 –> 0:39:24.250 Ajay Ravi So it is another great way for our compiler studio to be integrated with service now to get access to the knowledge base. 0:39:28.390 –> 0:39:34.660 Ajay Ravi And finally, a little bit around the generative AI response and like types. 0:39:34.750 –> 0:39:50.860 Ajay Ravi So we can also enable the dynamic chaining functionality in Copalis studio that allows the bot to kind of like try to get some generative yeah functionality and then also increase the conversational or coverage of with some additional capabilities. 0:39:51.550 –> 0:40:6.310 Ajay Ravi So we have added like 3 different screenshot here and you can pretty much see that in all three scenarios I’ve used the same ticket number but the response which you are getting is depending on how the user have asked the question. 0:40:6.480 –> 0:40:22.890 Ajay Ravi So for example, in the first one I mentioned like I need details on ServiceNow ticket and provided the ticket numbers so you can see it provided a bunch of response from the ticket like the ticket number, short description, description and all those additional details. 0:40:23.60 –> 0:40:25.190 Ajay Ravi Ohh Bart, for the second one. 0:40:25.200 –> 0:40:28.50 Ajay Ravi So I just mentioned what is the status of my open tickets? 0:40:28.60 –> 0:40:35.750 Ajay Ravi So the copyleft today was able to determine that all the user was asking for the status and not some additional details. 0:40:35.880 –> 0:40:39.950 Ajay Ravi So you can see that the response is pretty much that it is in progress. 0:40:41.720 –> 0:40:46.30 Ajay Ravi And then for the third one, I just type a different approach. 0:40:46.40 –> 0:41:2.810 Ajay Ravi So you can see that it provided a different response as well, so using some of these generative AI functionalities enabled in copilot studio, you can seamlessly integrate and get a response from the bot and then so that way you don’t have to log into multiple places. 0:41:2.820 –> 0:41:8.370 Ajay Ravi So it’s a really good way to kind of like integrate and then get details from Copalis studio. 0:41:12.0 –> 0:41:12.640 Bryan Schrippe Awesome. 0:41:12.730 –> 0:41:14.400 Bryan Schrippe So what do you think of Jay? 0:41:14.410 –> 0:41:17.10 Bryan Schrippe Do you think we should show them how it works? 0:41:16.10 –> 0:41:17.300 Ajay Ravi Yep, I’ll be. 0:41:17.710 –> 0:41:21.990 Ajay Ravi Yep, we can show a quick demo about like a couple of things. 0:41:29.170 –> 0:41:30.70 Ajay Ravi Just give me a moment. 0:41:37.530 –> 0:41:38.450 Ajay Ravi OK. 0:41:38.830 –> 0:41:39.670 Ajay Ravi Can you see my screen? 0:41:41.670 –> 0:41:41.850 Bryan Schrippe Yep. 0:41:43.70 –> 0:41:43.760 Ajay Ravi Perfect. 0:41:43.930 –> 0:41:47.860 Ajay Ravi So you can see that I just added uh. 0:41:47.870 –> 0:41:59.800 Ajay Ravi I’m using this teams interface and you can easily integrate or and add as an app in Microsoft Teams or in addition to like you know, integrating with public website or like different websites. 0:41:59.810 –> 0:42:4.860 Ajay Ravi So you can see that it will be an open chat and you can continuously ask for details. 0:42:4.870 –> 0:42:16.700 Ajay Ravi So if I just go here and like type something so it will kind of like I’ll hello, how can I help you today and if I meant, I’m just going to mention that I want to open. 0:42:21.100 –> 0:42:21.560 Ajay Ravi Take care. 0:42:23.400 –> 0:42:30.130 Ajay Ravi So now what we are trying to do is we want to like open a new ticket over here. 0:42:30.540 –> 0:42:32.190 Ajay Ravi So just a moment. 0:42:32.780 –> 0:42:34.910 Ajay Ravi So you can see that on the borders of monitor. 0:42:34.920 –> 0:42:43.50 Ajay Ravi Of course I can help you with that and could you please provide a short description so I’m just going to mention Citrix Azure. 0:42:45.370 –> 0:42:54.290 Ajay Ravi So these are some of the basic details which you need to like provide before opening it ticket so church. 0:42:56.910 –> 0:42:57.200 Ajay Ravi Right. 0:43:0.690 –> 0:43:6.720 Ajay Ravi So now you can see that our admin ahead and then created a new ticket and it provided all the ticket number. 0:43:6.910 –> 0:43:12.220 Ajay Ravi So if we look at the back end side of things, so. 0:43:17.550 –> 0:43:18.900 Ajay Ravi You’re Gordon. 0:43:26.770 –> 0:43:34.340 Ajay Ravi And if I go ahead and search so you can see that it went ahead and created a new ticket in service now. 0:43:37.260 –> 0:43:44.990 Ajay Ravi And then whatever information I’ve provided, so it has been added and you can see that it has been assigned to a different group and assigned to us. 0:43:45.0 –> 0:43:46.90 Ajay Ravi Also been said so. 0:43:46.100 –> 0:43:55.690 Ajay Ravi This way user can directly create a new ticket or directly from the compiler studio board in teams or as well as from an actual board as well. 0:43:56.60 –> 0:44:2.500 Ajay Ravi And now next thing which I’m going to do is I’m just going to type something like cookies. 0:44:6.480 –> 0:44:13.530 Bryan Schrippe And while it’s doing that, I just want to let everybody know that all all of the data that’s being gathered here can all be customized. 0:44:13.540 –> 0:44:24.870 Bryan Schrippe So if you have custom fields, if you have anything that is specific to your org, we can tailor bots to gather whichever information you need in order to facilitate that request up. 0:44:26.300 –> 0:44:26.770 Ajay Ravi Yep. 0:44:27.380 –> 0:44:31.230 Ajay Ravi So uh, I just type cookies without any context or anything. 0:44:31.240 –> 0:44:39.770 Ajay Ravi So what it did was the bot went ahead and checked the knowledge base and then it provided a couple of details and then two different URLs as well. 0:44:40.40 –> 0:44:49.750 Ajay Ravi So and the reason why we got two URLs is because so when I checked the knowledge build it found multiple articles with all similar contexts. 0:44:49.760 –> 0:44:52.470 Ajay Ravi You can see that it provided the link as well. 0:44:52.480 –> 0:45:7.860 Ajay Ravi So on clicking the link you can see that it directly took me to the knowledge based details as well and in addition to that I’ll if I go to the second one you can see that it provided all details regarding a different knowledge base article as well. 0:45:7.870 –> 0:45:13.800 Ajay Ravi So you can see a lot of additional information regarding that and the direct link to the base as well. 0:45:15.670 –> 0:45:27.820 Ajay Ravi So this way you can directly integrate and access the knowledge base as well as create new new ServiceNow ticket or directly from an interface which is in teams. 0:45:27.830 –> 0:45:36.990 Ajay Ravi Or if you want to use an actual port, so this is an example of how you can access the copilot studio portal and then you know chat as well. 0:45:39.20 –> 0:45:39.410 Bryan Schrippe Awesome. 0:45:40.250 –> 0:45:41.340 Bryan Schrippe Thank you for that demo. 0:45:41.750 –> 0:45:42.540 Bryan Schrippe Appreciate it as Jay. 0:45:41.660 –> 0:45:42.600 Ajay Ravi Yeah, no worries. 0:45:47.640 –> 0:45:48.410 Bryan Schrippe Ice cream back up. 0:45:49.870 –> 0:45:50.540 Bryan Schrippe Awesome. 0:45:50.590 –> 0:45:52.250 Bryan Schrippe So what? 0:45:52.370 –> 0:45:54.180 Bryan Schrippe What did we go through? 0:45:54.370 –> 0:45:56.530 Bryan Schrippe Right generative AI is here. 0:45:58.510 –> 0:46:0.680 Bryan Schrippe We can leverage it to gain efficiencies. 0:46:1.940 –> 0:46:9.270 Bryan Schrippe We can meet our customers where they are, be it ServiceNow teams or other chat platform. 0:46:11.580 –> 0:46:15.890 Bryan Schrippe We can leverage those interactions to give them better experiences. 0:46:15.900 –> 0:46:22.310 Bryan Schrippe We can empower our agents to be able to do work faster, but how can we wrap this all together? 0:46:22.600 –> 0:46:27.230 Bryan Schrippe So what we normally do at the end of these is we have our calls to action, right. 0:46:27.740 –> 0:46:31.510 Bryan Schrippe So what we like to do is we do a few things. 0:46:31.520 –> 0:46:42.370 Bryan Schrippe So we always say you can start with one or do them all, but what we’d like to do is offer envisioning sessions to anybody that is on the call. 0:46:42.880 –> 0:46:50.570 Bryan Schrippe And what we do is we offer those for free and we like to come in and take a look at different business use cases. 0:46:51.630 –> 0:46:54.410 Bryan Schrippe Just start visioning the art of the possible. 0:46:55.280 –> 0:47:0.860 Bryan Schrippe Take a look at examples that are specific to your business or help you define Rd maps and strategies. 0:47:1.610 –> 0:47:10.920 Bryan Schrippe Break out into groups, invite all of your different business orgs to the conversation to have discussions about how AI can be leveraged in your environment. 0:47:11.70 –> 0:47:17.360 Bryan Schrippe How AI can be used in ServiceNow evaluate efficiency gains financial opportunity? 0:47:19.90 –> 0:47:27.580 Bryan Schrippe We can go into evaluating specific scenarios if you already have a specific scenario in mind for a use case in your organization that is specific to you. 0:47:28.110 –> 0:47:41.520 Bryan Schrippe You know, we can tailor that experience for either ServiceNow or copilot, and we offer, you know, scenarios for a variety of different areas of our business. 0:47:41.530 –> 0:47:43.170 Bryan Schrippe You know, modern applications. 0:47:43.180 –> 0:47:43.700 Bryan Schrippe Cloud. 0:47:44.410 –> 0:47:50.640 Bryan Schrippe Uh, and we can also do specific Rd maps to those use cases. 0:47:50.650 –> 0:47:54.250 Bryan Schrippe So we have this grandiose idea, but how do we get there? 0:47:55.940 –> 0:48:29.200 Bryan Schrippe And we also can do full blown POC’s of these different engagement so specific to copilot if we wanted to evaluate a use case there or if you have service now and you’re not leveraging virtual agent or you’re just starting your AI journey we can start having conversations about how would you enable that how would you go through the the brainstorming sessions of getting us to ensure that our data is correct. 0:48:29.260 –> 0:48:31.500 Bryan Schrippe Our knowledge bases are proper. 0:48:31.680 –> 0:48:44.30 Bryan Schrippe Being able to set ourselves up for success to be able to develop and build a POC that would create those experiences or tailor those ideas for not only our employees but also our analysts. 0:48:44.520 –> 0:48:50.740 Bryan Schrippe And even if you wanted to do POC’s on General ServiceNow modules, we also do that. 0:48:50.750 –> 0:49:0.240 Bryan Schrippe I mean, we’re proficient in about 7 modules of ServiceNow, including ITSM, CSM, HRSD, item, item. 0:49:1.110 –> 0:49:3.0 Bryan Schrippe Ah, ham, Sam. 0:49:3.360 –> 0:49:6.740 Bryan Schrippe We, our our team, has deep experience in all of those areas. 0:49:8.670 –> 0:49:10.370 Bryan Schrippe So with that, uh. 0:49:10.380 –> 0:49:13.310 Bryan Schrippe Nate, did you have any anything else you’d like to add? 0:49:14.90 –> 0:49:15.420 Nathan Lasnoski Well, it looks like we have some questions. 0:49:15.970 –> 0:49:17.520 Bryan Schrippe Ohh fantastic. 0:49:17.830 –> 0:49:18.520 Bryan Schrippe I love questions. 0:49:19.70 –> 0:49:28.970 Nathan Lasnoski So the first question is, when returning results from the knowledge base, does it respect security of service now and only return articles that the user only has access to? 0:49:29.590 –> 0:49:33.970 Bryan Schrippe It does, so it is back ended by not only. 0:49:36.400 –> 0:49:52.800 Bryan Schrippe The question that they’re asking, or if they’re asking for a specific document that there are ACL’s in place on, be it role based or otherwise, it respects that and will only give them results from knowledge that they have access to. 0:49:52.810 –> 0:49:53.660 Bryan Schrippe Yes, that is correct. 0:49:56.220 –> 0:49:58.300 Nathan Lasnoski That is, that’s also the same for. 0:49:59.820 –> 0:50:5.680 Nathan Lasnoski I’m just 65 copilot and it’s sort of relationship into the story as well, so it’s kind of inclusive of that. 0:50:6.450 –> 0:50:7.840 Bryan Schrippe Yep, indeed. 0:50:8.980 –> 0:50:10.850 Nathan Lasnoski Blake, hopefully that answered your question. 0:50:11.460 –> 0:50:13.530 Nathan Lasnoski Other questions, feel free to drop them in the chat. 0:50:13.540 –> 0:50:17.120 Nathan Lasnoski We’ll stick around here for a minute and would love to address those as well. 0:50:38.60 –> 0:50:38.210 Bryan Schrippe Sure. 0:50:36.60 –> 0:50:42.860 Nathan Lasnoski I have a question actually Brian, you mentioned the licensing ad that has to happen. 0:50:42.870 –> 0:50:45.880 Nathan Lasnoski Is that licensing every user in the service? 0:50:49.270 –> 0:50:51.260 Bryan Schrippe Yep, yes. 0:50:45.930 –> 0:50:58.400 Nathan Lasnoski This is specific to the analysis capabilities, is that requiring every user to be up to to every user to be moved up to that increased license, or just some subset of users? 0:50:58.410 –> 0:50:59.190 Nathan Lasnoski Like, how does that work? 0:50:59.760 –> 0:51:9.130 Bryan Schrippe So licensing for ServiceNow specific to ITSM is based on the users that are in your ITIL group. 0:51:9.790 –> 0:51:15.870 Bryan Schrippe So if you take a look at that group, it’s just the uplift and licensing for that ITIL user group. 0:51:16.0 –> 0:51:19.630 Bryan Schrippe So say you have 30 analysts that are in ITIL. 0:51:19.740 –> 0:51:29.690 Bryan Schrippe It would be whatever the cost is for those 30 analysts plus the uplift ITSM Pro and then whatever else you decide to throw in during your renewal process. 0:51:29.700 –> 0:51:33.890 Bryan Schrippe But you know, the uplift is not based on your entire user state. 0:51:33.900 –> 0:51:37.140 Bryan Schrippe So if you have 3000 users in your org, it’s not based on that at all. 0:51:38.620 –> 0:51:47.740 Bryan Schrippe So if you uplift ITSM Pro, all of your employees that are you leveraging things like employee center, they all have access to the gennai capabilities at that point. 0:51:50.530 –> 0:51:51.640 Bryan Schrippe Yep, good question. 0:51:53.790 –> 0:51:54.110 Nathan Lasnoski Super. 0:51:54.120 –> 0:51:54.650 Nathan Lasnoski That’s awesome. 0:51:54.660 –> 0:51:54.940 Nathan Lasnoski Thank you. 0:51:56.380 –> 0:52:2.890 Nathan Lasnoski And how does the licensing work for the copilot license as they like you don’t like? 0:52:2.900 –> 0:52:3.900 Nathan Lasnoski Just walk me through that. 0:52:3.910 –> 0:52:9.450 Nathan Lasnoski Like what if I was gonna put copilot in front of ServiceNow using Corporal Studio? 0:52:10.100 –> 0:52:17.970 Nathan Lasnoski How do I have to license that instance in relationship to ServiceNow and well at least specifically the copilot part? 0:52:19.430 –> 0:52:31.280 Ajay Ravi So when you purchase like the M365 copilot, it comes and the compiler studios included, but all there are situations where you may not want like the M365 but just want the copilot studio. 0:52:31.640 –> 0:52:31.850 Nathan Lasnoski Mm-hmm. 0:52:31.410 –> 0:52:37.670 Ajay Ravi So there are additional licensing options where you can purchase for X number of responses and actions. 0:52:37.680 –> 0:52:42.460 Ajay Ravi So that way if you want to like just use Copilots studio and not the M365 one. 0:52:42.500 –> 0:52:43.970 Ajay Ravi So you can totally do that as well. 0:52:44.820 –> 0:52:45.430 Nathan Lasnoski That’s cool. 0:52:45.440 –> 0:52:51.30 Nathan Lasnoski So even if they didn’t use copilot, the M365 copilot which they should. 0:52:51.200 –> 0:52:52.880 Nathan Lasnoski But let’s just pretend they don’t have it for now. 0:52:53.380 –> 0:53:5.460 Nathan Lasnoski Umm that is a store possibility that could light up the corporate studio in conjunction with service now and in Brian is do they need like any special service now licensing to wire that up or is it just they can do it as is? 0:53:5.980 –> 0:53:8.150 Bryan Schrippe Uh, for specific to copilot. 0:53:8.510 –> 0:53:9.210 Nathan Lasnoski Yeah, yeah. 0:53:9.390 –> 0:53:16.600 Bryan Schrippe Ah, no, they as long as they have ITS licensing, you can hook up hope. 0:53:16.610 –> 0:53:23.560 Bryan Schrippe Pilot two ITSM, even at standard right and and get all the capability. 0:53:26.480 –> 0:53:26.680 Nathan Lasnoski Yeah. 0:53:23.570 –> 0:53:51.290 Bryan Schrippe That’s that’s why we kind of brought this together, because if you have ITSM standard but don’t wanna GoPro and have copilot through M-65 or individual licensing, as Jay had said, then you could technically wire up some of the same functionality and get some of the same gains from teams that you can get as if you had professional with now assist. 0:53:51.700 –> 0:53:52.370 Nathan Lasnoski That’s super cool. 0:53:51.360 –> 0:53:56.160 Bryan Schrippe So it’s kind of we’re kind of bridging the gap between Microsoft solution and ServiceNow. 0:53:56.170 –> 0:53:56.640 Bryan Schrippe It’s kind of cool. 0:53:57.190 –> 0:53:57.370 Nathan Lasnoski Nice. 0:53:59.720 –> 0:54:1.990 Nathan Lasnoski Alright guys, well this is a great conversation. 0:54:2.50 –> 0:54:6.750 Nathan Lasnoski Super awesome options for customers like why would you not do this, frankly. 0:54:8.700 –> 0:54:12.610 Nathan Lasnoski It’s like what people have been asking for for a long time, so it’s just this is great. 0:54:12.620 –> 0:54:13.950 Nathan Lasnoski Thank you for breaking down. 0:54:29.0 –> 0:54:29.390 Bryan Schrippe Awesome. 0:54:14.20 –> 0:54:30.230 Nathan Lasnoski Either the sort of ServiceNow autobox option or using copilot studio or maybe even combining both really looking forward to following up and having some more conversations with they’re wanting to attended and also talking about every ServiceNow customer and making this real so hope everyone has a great rest of your day. 0:54:30.300 –> 0:54:32.330 Nathan Lasnoski Fill out the survey. 0:54:32.340 –> 0:54:38.240 Nathan Lasnoski We want to know how you liked the session and what your thoughts are on taking some next steps and we’ll see you soon. 0:54:39.640 –> 0:54:40.100 Bryan Schrippe Thanks everyone. 0:54:40.730 –> 0:54:41.90 Nathan Lasnoski Thank you.