The Knowledge 23 conference centred around the theme of ‘Putting Yes to Work’ and focused on how companies can embrace opportunities for growth while safeguarding their financial stability. This global conference marked a significant milestone for ServiceNow as it was the first of its kind since 2019 when the company was half its current size and offered half the number of products.
During the event, speakers addressed the persistent myth of ‘IT vs the Business’ and urged attendees to abandon this false narrative. They emphasised that in today’s landscape, IT strategy is synonymous with business strategy. The message was clear: IT professionals must strive to secure a seat at the decision-making table. If they find themselves excluded, the challenge lies in figuring out how to kick the door down to grab a seat at the table.
Here are some highlights of the event.
The RiseUp with ServiceNow Program has successfully trained 400,000 individuals on the platform since its inception with the ambitious goal of equipping 1 million with ServiceNow skills by the end of 2024. All conference attendees received a Golden Ticket granting them access to a year’s worth of training on the ServiceNow platform. It is anticipated that many of these tickets will be gifted to those who are just starting their ServiceNow learning journey – considering that a lot of attendees are likely to have well-advanced skills.
ServiceNow.org was announced to provide assistance to nonprofit organisations that are dedicated to addressing the most significant global issues. Here’s the press release for more details – https://www.servicenow.com/blogs/2023/servicenow-org-helping-nonprofits.html
ServiceNow’s proposed Generative AI Strategy is based on a dual approach:
General Purpose AI Tools delivered via OpenAI + Microsoft
ServiceNow announced a strategic partnership with Microsoft leveraging the Azure OpenAI Service and OpenAI’s LLMs (Large Language Models). Through this collaboration, the ServiceNow Generative AI Controller will facilitate the connection between ServiceNow instances and the LLMs – enabling customers to integrate generative AI into virtual agent experiences and other interactions.
During the conference, a live demonstration showcased the power of this partnership. A Starbucks customer interacted with a chatbot powered by an LLM – discovering that their coffee order had been placed at the wrong store for pickup. The chatbot provided the customer with the option of either receiving a refund or redirecting the order to the correct store. Based on the customer’s response, the conversational AI chatbot seamlessly initiated the relevant backend platform process to facilitate the requested refund or redirection.
Another demonstration highlighted the capabilities of generative AI by providing a comprehensive summary of activities related to a specific problem (as in an ITIL problem) and automatically inserted this into the notes field – it then offered recommended actions for resolution. This application of generative AI proved to be a significant time-saver, as it efficiently generated problem summaries that would typically take a human at least eight minutes to read, understand, and create.
Domain Specific Large Language Models (LLMs) delivered via NVIDIA + Hugging Face
ServiceNow envisions the future success and added value of its platform lying in the development of custom LLMs trained on platform data, rather than relying solely on general-purpose AI. To achieve this, ServiceNow announced a partnership with NVIDIA leveraging their software, services, and infrastructure to create tailor-made LLMs specifically designed for ServiceNow’s unique tasks and requirements.
During the conference, a live demonstration showcased the ‘text-to-code’ capability which is slated for potential release on the platform later this year. Additionally, ‘text-to-workflow’ and ‘text-to-application’ functionalities are being developed and are in the pipeline. This particular demonstration allowed users to input natural language statements into the code editor and the generative AI produced the corresponding code. The demo received positive feedback; however, it highlighted the need for further refinement to ensure that the language models adhere to good coding practices. Nonetheless, the demonstration showcased the impressive potential of this feature.
Certain aspects of the generative AI strategy will require more clarification as it develops – the development process, data storage, and ownership of the models. Additionally, the licensing structure for these capabilities remains undisclosed, which will likely influence the speed of adoption of these features. Although it is still early in the development stage, it is evident that these capabilities are strategically positioned to deliver value to ServiceNow customers.
For customers contemplating the integration of Generative AI into their workflows, the advice from ServiceNow executives is to take the leap and start experimenting. The emphasis is on spending less time on preparation and instead immersing oneself in the technology. However, it was also emphasised to consider the desired outcomes and the personas impacted by a specific use case. Understanding these factors will aid in leveraging Generative AI effectively and driving meaningful results for the organisation.
ServiceNow introduced Finance and Supply Chain Workflows that leverage a powerful combination of AI, ML, and RPA to modernise procurement, accounts payable (AP), and supplier management processes. The upcoming Vancouver release is set to feature the much-anticipated Accounts Payable Operations (APO) functionality.
With APO, invoices are seamlessly ingested using an AI-driven Document Intelligence engine. The system intelligently matches invoices to purchase orders (POs) and other relevant documents, employing AI capabilities. The invoices can then be routed for approval or exception handling using ServiceNow’s robust workflow capabilities. Another noteworthy feature is the ability to convert supplier email inquiries into cases, enabling efficient task management and reporting.
ServiceNow states that their intention is not to replace ERP systems, but to remove friction from enterprise-wide processes. Convincing finance teams to adopt the ServiceNow platform for these functions instead of relying solely on their ERP systems may present some challenges. However, the employee experience gains are significant, particularly with the ability to surface approvals within the Employee Centre (if utilised as a corporate intranet). This, along with the platform’s more advanced AI, ML, and RPA capabilities compared to some ERP platforms further solidifies the advantages of embracing ServiceNow for finance and supply chain workflows.
During the Day 3 keynote, the Former Prime Minister of New Zealand, Jacinda Ardern, delivered an inspiring message urging attendees to embrace their roles as bridge builders in fostering understanding and connecting people. She emphasised the importance of respectful communication, even when disagreements arise. Ardern also highlighted the need for thoughtful leadership that considers the impact of decisions. Those who question their own capabilities are often the ones who carefully weigh the consequences of their decisions and should be seen as great candidates for leadership positions. She also emphasised the significance of evidence-based decision-making as an optimal approach.
In conclusion, ServiceNow has long since evolved from being perceived as a mere IT ticketing tool to a platform that aims to address enterprise-wide challenges. While many business applications focus on solving department-specific problems, ServiceNow takes a broader approach by tackling issues at the enterprise level. The Knowledge 23 conference served as a powerful reminder of the platform’s potential, highlighting the transformative power of collaboration and innovation. As organisations navigate the ever-changing digital landscape, ServiceNow’s platform stands as a beacon, offering immense possibilities for shaping the future of work and propelling businesses toward success.