ServiceNow

IT Operations Efficiency Elevated Through GenAI Integration

ServiceNow · Workflow orchestration · Microsoft

Wipro, in partnership with ServiceNow and Microsoft, has transformed enterprise IT operations by tightly integrating ServiceNow’s GenAI-powered Now Assist with Microsoft Copilot. This end-to-end solution automates and streamlines IT support tasks such as incident routing, ticket management, and knowledge management—while providing seamless support access within Microsoft Teams. Wipro’s Accelerated Insight advisory helps enterprises implement and optimize these AI-driven workflows, resulting in measurable improvements in operational efficiency and IT support experience. The integration allows for predictive maintenance, proactive alerts, knowledge base updates, and automated insights, enhancing both employee and customer satisfaction. The approach provides a scalable roadmap, extending automation benefits from IT incident management to HR onboarding and supply chain. The adoption demonstrates how agentic GenAI and Copilot capabilities can modernize enterprise support processes.

Multi-agentProduction

ServiceNow accelerates P1 incident management with multi-agent AI system

ServiceNow · IT operations · Microsoft

ServiceNow and Microsoft jointly developed a multi-agent AI workflow for critical P1 incident management, integrating Microsoft Copilot, Now Assist, and Semantic Kernel orchestration. The system automates creation of Teams bridges, transcribes verbal communications, and uses manager and sub-agents to trigger actions and maintain full context within ServiceNow. It ensures documentation is comprehensive and real time, delivering faster, more reliable incident resolution with streamlined post-incident knowledge capture. The proof of concept demonstrated synchronized AI agent collaboration, real-time context sharing across platforms, and adaptive escalation workflows, offering a future-proofed template for enterprise AI-powered process automation.

Multi-agentPoC

ServiceNow streamlines employee IT and HR workflows

ServiceNow · Customer service automation · Microsoft

This use case describes the real-world integration of Microsoft 365 Copilot with ServiceNow Now Assist to enhance employee and IT productivity. At Microsoft Ignite and ServiceNow Knowledge 2024 events, leaders showcased how the integration delivers generative AI-powered conversational responses and workflow automation within Microsoft Teams. Through hands-on scenarios, a knowledge worker named Daniela used Copilot and Now Assist to summarize what she missed, understand device policies, order new hardware, and interact with human support to alter order delivery—all from a single Teams interface. The solution lets employees catch up, act on information, and initiate complex workflows using natural language, leading to significant efficiency gains. Now Assist connects requests to ServiceNow workflows, automating multi-step processes without requiring separate apps. Copilot pulls in context from Microsoft Graph to summarize communications and actions, then hands off relevant requests to Now Assist, enabling end-to-end workflow execution inside Teams. Integration enables seamless user experience and lets ISVs bring their AI to Copilot scenarios. This combined solution has lightened the workload on IT and HR agents by enabling employees to address their needs autonomously via chat, with the option to escalate to a live agent, while ensuring all context is transferred for smooth support. The result is a streamlined, AI-powered employee service management process.

Agentic

Integrate QnABot on AWS with ServiceNow (IT service desk ticket triage automation)

ServiceNow · IT operations · AWS

AWS demonstrates how to integrate QnABot on AWS with ServiceNow so employees can triage IT issues through chat and open incident tickets in real time. QnABot on AWS uses Amazon OpenSearch Service for its question bank, Amazon Lex for conversational routing, AWS Lambda to call the ServiceNow Incident API, AWS Secrets Manager for credentials, and Amazon API Gateway and Amazon S3 for configuration and knowledge management. The workflow supports response bots and document chaining for multi-step input collection before ticket creation.