Service Now Transformed: The AI Revolution In Enterprise Service Management

ServiceNow Transformed: The AI Revolution in Enterprise Service Management is a comprehensive 13- chapter guide that explores how artificial intelligence is fundamentally changing enterprise service management through the ServiceNow platform. The book begins by tracing ServiceNow''s evolution from a simple ITSM tool to a comprehensive enterprise workflow platform establishing the business case for AI adoption in service management. It then delves into ServiceNow''s AI architecture explaining core components like Now Intelligence Predictive Intelligence and Virtual Agent capabilities. Practical implementation guidance forms the book''s core covering AI-powered incident management with automated categorization and routing virtual agents that handle multilingual support and complex conversations and enhanced knowledge management with semantic search and automated content creation. The text explores predictive analytics for demand forecasting risk assessment in change management and workflow automation through process intelligence. Dedicated chapters address employee experience transformation customer service management revolution and ethical AI implementation ensuring responsible deployment practices. The book emphasizes strategic implementation approaches change management considerations and ROI measurement. Throughout each chapter real-world case studies from major organizations like TCS Infosys Reliance Industries Wipro Mahindra & Mahindra and HDFC Bank demonstrate practical applications and quantified results showing significant improvements in resolution times cost savings and user satisfaction. The final chapters look toward future trends including generative AI integration and autonomous operations helping organizations prepare for continuing AI evolution in enterprise service management. This resource serves as both a strategic guide and practical handbook for organizations implementing AIenhanced ServiceNow solutions.