How GenAI supports knowledge management in ServiceNow 

GenAI knowledge management in ServiceNow is game changing – by automating knowledge creation and enhancing search capabilities, it provides accurate, relevant information instantly.

Combined with human oversight and customizable skill kits, ServiceNow makes knowledge management seamless and effective.

Knowledge creation and gap identification 

ServiceNow’s out-of-the-box GenAI functionalities allow for streamlined knowledge creation. For example, when working on an incident, GenAI can automatically generate a knowledge article based on the information in the incident, improving documentation efficiency. Additionally, AI can help identify knowledge gaps, flagging areas where new articles are needed. It also prevents duplicates by finding similar articles already in the knowledge base, reducing redundancy.  

Enhanced knowledge search with GenAI 

On the search side, GenAI NowAssist Q&A Genius Results Card enhances the way users interact with the knowledge base. When users ask a question in the portal, GenAI provides a summary of the most relevant knowledge article, saving users from reading the entire document. This summary gives immediate, actionable information, improving the user experience and efficiency. 

In the future, this feature will combine insights from multiple knowledge articles to generate even more comprehensive answers, further optimizing search functionality and enhancing decision-making. 

Balancing automation with human expertise 

GenAI supports automation in knowledge management, but the human element remains critical. ServiceNow’s platform allows for smart automation in the knowledge approval process, ensuring the right articles are reviewed by the right people at the right time. This includes automation around reviewing article relevance and quality—ensuring that outdated articles (like those on obsolete systems) are deprecated in a timely manner. 

Additionally, the human-in-the-loop process enables efficient handling of knowledge curation, ensuring high-quality, relevant content for users. With GenAI managing routine tasks, human reviewers can focus on higher-value activities like strategic knowledge improvements. 

Best practices and integration with other systems 

GenAI can improve processes, but it needs to be integrated into a strong framework of best practices. This ensures that the knowledge articles generated and maintained through automation continue to meet organizational needs and are effectively aligned with business goals. 

Moreover, ServiceNow is designed to integrate with other tools and platforms. As more organizations adopt AI-driven functionalities across applications, ServiceNow’s GenAI helps manage and streamline knowledge across multiple systems, improving overall efficiency and data integrity. 

NowAssist skill kit 

In the recent Xanadu release (2024), ServiceNow offers the NowAssist Skill Kit, which allows users to build custom skills tailored to specific needs.