CSM Australia Upgrade Strategy ServiceNow has clearly shifted from AI as assistance to AI as strategic execution. Therefore, successful organizations do not just “turn on” Now Assist—they operationalize it. Otherwise, organizations risk inconsistent outputs, low adoption, and missed ROI.

STEP 1 — Enable the Right Now Assist Capabilities

First, you must activate the correct plugins and features.

Core Enablement Areas

Capability

What to Enable

Why It Matters

Enablement Action

Now Assist for CSM GenAI for case workflows Powers summaries, responses, recommendations Activate Now Assist for CSM plugins

Instead of enabling everything at once, start with:

- Case summarization
- Knowledge recommendations

Then, progressively enable:
- Sentiment triggers
- Proactive case creation

STEP 2 — Configure AI for Real Business Use

Next, configuration determines whether AI is useful—or ignored.

Configuration Checklist

Area





What to Configure

Best Practice

Prompts AI instructions and tone Align to brand voice + compliance

Guardrails What AI can/cannot do Prevent hallucinations + risk

Data Sources KB, case history, signals Ensure clean, relevant data

Roles Who can use AI Start with pilot groups

Logging Track AI usage Enable auditability

Clearly define

- “What valuable looks like” for AI output
- Otherwise, users will not trust it

STEP 3 — UAT (Test AI Like a Product)

Now Assist must be tested like a decision engine, not just a feature.

Instead of helping agents…

Now Assist is starting to do the work with them—and sometimes ahead of them

STEP 4 — Train for Adoption (This is where most fail)

Even with perfect configuration, adoption fails

📌 CSM Australia Upgrade Strategy
🏢 Dawn C Simmons
📍 Australia