This book explores how ServiceNow’s AI capabilities are reshaping IT Service Management by enabling smarter, faster, and more efficient service delivery. It provides a practical guide to leveraging features like Predictive Intelligence, Virtual Agents, and Now Assist to elevate traditional ITSM processes. Emphasizing the importance of strategic planning and thoughtful implementation, it equips organizations to drive intelligent automation and achieve a seamless AI-powered transformation.

Designed as a practical guide for IT administrators and decision-makers, this book provides actionable strategies and insights—from understanding ServiceNow’s AI-driven innovations to implementing a robust ITSM framework. With step-by-step instructions and real-world examples, it equips you with the skills and resources necessary to harness AI’s full potential, drive operational excellence, and align your IT services with your organization’s strategic goals in the digital era.

You Will:

• Learn how ServiceNow’s AI capabilities can transform IT Service Management (ITSM) and its key benefits.
• Study real-world case studies demonstrating AI’s impact on IT service delivery.
• Explore insights to navigate challenges and ensure a seamless AI adoption journey on your ServiceNow platform.

Saaniya Chugh is a seasoned IT Service Management (ITSM) professional and a recognized expert in ServiceNow technologies, with over a decade of experience driving digital transformation initiatives across global organizations. As a key member of technical deliveries at the Customer Success group at ServiceNow, she has consistently demonstrated her ability to bridge the gap between business management and technical innovation. With a deep understanding of ServiceNow’s AI capabilities, and her previous roles within the ServiceNow ecosystem, Saaniya is uniquely positioned to guide IT managers through the complexities of implementing AI-driven solutions. Her extensive experience in IT infrastructure roles and passion for harnessing technology to streamline processes have made her a trusted advisor to organizations seeking to modernize their ITSM practices.