77 within Microsoft 365 as an embedded AI agent capable of collaborating with Microsoft Copilot. “This marks a new chapter in the way businesses will operate,” said Nenshad Bardoliwalla, group vice president, product management of AI products at Service Now. “With Microsoft as our partner, we’re enabling a smarter way to work, where generative AI assistants can cohabit and interact to unlock new levels of productivity.” Nowhere is the practical impact of this integration more evident than in IT service management. IT support is, by nature, a broad discipline – equally responsible for deploying enterprise security software and helping employees recover lost passwords. Given this breadth, tasks accumulate rapidly, overwhelming even the most capable IT teams and diverting attention from more strategic work. Natively embedding generative AI capabilities into existing workflows changes this equation. With Now Assist and Microsoft Copilot working together across Microsoft Teams and the ServiceNow platform, IT support personnel can offload the burden of monotonous, repetitive work. Generative AI can be applied across IT use cases: enhancing employee selfservice, supercharging search capabilities and creating and assigning support issues. The practical workflow benefits are significant. IT administrators can request data stored inside the ServiceNow platform using Now Assist in Teams and execute familiar ServiceNow workflows from the same location – without switching interfaces. In just a few prompts, they can access the required information and generate an incident report, for example, through Copilot. IT staff can then interact with Copilot to set new parameters and create detailed documents in Word or Excel, before sharing these with stakeholders via Outlook, where Copilot can assist again with drafting the communication. The benefits also extend beyond IT teams. In today’s dynamic work environment, employees across functions are often slowed down by the need to hunt for information, resolve technical issues or manage repetitive tasks – work that consumes valuable time and detracts from the creative thinking and complex problemsolving that humans do best. Generative AI assistants that are deeply integrated into an organisation’s knowledge base and powered by natural language processing offer a compelling solution. Now Assist and Microsoft Copilot connect seamlessly with tools like Microsoft Teams and access data stored across Microsoft 365 and the ServiceNow platform, enabling employees to engage in conversational, context-aware experiences grounded in their organisation’s real-world data, without needing to switch applications. Critically, this capability doesn’t come at the expense of security. IT teams can ensure data remains protected throughout these exchanges by implementing strict access controls, encryption, continuous monitoring and compliance with privacy regulations. The result is a workforce that is more productive, more engaged, and better equipped to focus on high-value work – which is, ultimately, what the AI maturity journey is about. How executives are harnessing the power of AI 38% have uncovered automation opportunities and are currently working to link AI objectives to their enterprise goals. 32% are operationalising AI to drive business objectives. 18% are leveraging the full transformational power of AI. IN FOCUS: MICROSOFT COPILOT Source: ServiceNow’s Achieving business value through AI maturity and workflow integration report
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