Artificial Intelligence in ServiceNow

This chapter will cover one of the most powerful areas of the ServiceNow platform: its artificial intelligence (AI) and machine learning (ML) capabilities. The ServiceNow platform includes diverse AI features including predictive intelligence, AI search, Health Log Analytics, and Virtual Agent with Natural Language Understanding. This chapter will focus on predictive intelligence.

This chapter’s goal is to make the predictive intelligence AI features and their use and implementation accessible to as many people in the ServiceNow community as possible. We’ll start by providing a brief introduction to the relevant concepts in AI that are directly applicable to the ServiceNow capabilities. This will help you build a basic understanding of how you can expect the system to behave.

With that foundation in place, we’ll cover the key AI/ML capabilities of ServiceNow, as well as their application, and provide a framework. This...