Course
digicode: SNAII
ServiceNow AI Implementation
Course facts
- Reviewing core AI and Generative AI concepts
- Identifying components of the Now Assist framework
- Assessing readiness for AI Implementation
- Configuring the AI-powered end-user experience
- Exploring ServiceNow’s model provider strategy
- Administering Now Assist through the Admin Console
- Implementing governance and responsible AI
- Configuring Index Indicators and External Indicators
- Building custom AI Skills with the Now Assist Skill Kit
- Designing Agentic Workflows and AI Agents
- Integrating cross-platform with MCP
- Tracking AI adoption and value using the AI Control Tower
1 Introduction to Generative AI
This module covers the fundamentals of Generative AI, its evolution, key concepts, and enterprise impact, including the risks and responsibilities of GenAI.
2 Now Assist Data Readiness
A core focus of this section is on assessing data and application readiness for implementing Now Assist and Agentic Workflows, using checklists to verify component configuration.
3 Introduction to Now Assist
You'll define Now Assist, explore its foundational platform capabilities, learn how Enterprise AI Search works, and discover how Now Assist Skills and Virtual Agent enhancements support enterprise users.
4 Model Provider Strategy
Delving into the ServiceNow model provider strategy, you will review deployment options, understand the use of Now LLMs and integrated providers, and examine model governance via the AI Control Tower and Admin Console.
5 Now Assist Administration
Effective management of Now Assist solutions is achieved through the Admin Console, which allows configuration of Skills and experiences, setup of data sharing and language support, and tracking of key usage metrics.
6 AI Governance and Guardrails
Topics covered include configuring Now Assist Guardian guardrails for content moderation, learning how content moderation and data masking function together, and setting up Now Assist privacy rules.
7 Extending ServiceNow with the Now Assist Skill Kit
Managing and creating skills with the Now Assist Skill Kit involves crafting effective prompts, augmenting skills with integrated tools, evaluating skill performance, and publishing and activating them for new workflows.
8 Now Assist Agents
The course explores the fundamental building blocks for agentic workflows and AI agents, demonstrating how to build agents for reasoning-based tasks and manage them within the AI Agent Studio.
9 Evaluating Agentic Workflows
Selection and configuration of evaluation metrics, such as task completion and performance, are necessary to effectively assess the quality and reliability of agentic workflows.
10 AI Agentic Fabric and MCP
This module introduces the AI Agent Fabric and its benefits, discusses common protocols for agentic interoperability, and shows how to configure ServiceNow AI Agents using the MCP Client Tool for external system interaction.
11 AI Control Tower
Finally, you will explore the ServiceNow AI Control Tower, which is a centralized hub for tracking AI value, adoption, risks, and compliance, as well as managing transformation initiatives.
The training relies on a mix of interactive impulse sessions and system demos. You will deepen your knowledge through practical exercises. Using real-world examples, you will learn how to transfer what you have learned directly into your daily work. In Q&A sessions, you will also benefit from the exchange and collaboration with other participants.
This course is designed for implementers, admins, developers and AI practitioners who want to develop and deploy generative and agentic AI capabilities in ServiceNow.
Take a look at the «Common Service Data Model (CSDM) Fundamentals» course, which you can attend on demand.
We recommend attending the following course beforehand:
Additionally, you should have at least six months of hands-on experience with ServiceNow and be comfortable using the following ServiceNow features:
- AI Search
- Integration Hub
- Scripting in ServiceNow
- Virtual Agent
- Workflow Studio
- Knowledge Base Service Catalog
This course moves at a fast, advanced pace. Instructors are unable to pause for platform foundational walkthroughs, so meeting the prerequisites is important for your learning experience and for the overall class flow. If you’re not yet comfortable with the skills listed above, please consider completing the recommended training first. It ensures you can fully engage with the deep technical material without slowing yourself or others down.