Is Your ITSM Ready for an AI Revolution?? Harness the Power of Now Assist for ITSM with Mergen

Modern organizations are continuously expanding their digital services to meet industry demands and employee expectations. This expansion leads to a significant increase in the number of incidents from both employees and customers, as well as from the machines and infrastructure supporting these services. Scaling people and manual processes to manage this increased incident volume is nearly impossible. AI-powered automation can process these incidents as they come in or even proactively address issues before they require human attention.?

ServiceNow as a Solution?

Now Assist for ITSM is a generative AI-powered application that enhances ServiceNow’s existing industry-leading AI capabilities. This combination elevates the employee experience and accelerates IT productivity to the next level. Generative AI improves the ability to understand user intent, synthesize knowledge from the data on the Now Platform, and generate contextualized responses. By incorporating Generative AI at the platform level, ServiceNow applies it to various IT use cases, from enhanced self-service search to incident summaries and resolution notes generation. Now Assist for ITSM provides context and streamlines work, allowing IT staff to focus on resolving complex issues.?

Key Features?

• Resolution Notes Generation: When an incident is resolved, ITIL best practices recommend providing detailed resolution notes. Now Assist for ITSM auto-generates these notes based on steps taken, parties involved, and successful resolution actions. This streamlines the resolution procedure and ensures future agents can reference past incidents for guidance.?

• Knowledge Generation: Routine incidents can often be deflected with relevant knowledge content. However, creating these articles can be time-consuming for agents. Now Assist for ITSM quickly generates and publishes articles in a knowledge management system, helping to close the knowledge gap among agents and employees.?

Mergen IT’s Role?

As a ServiceNow partner, Mergen IT leverages Now Assist for ITSM to significantly boost productivity and efficiency within IT departments. By integrating this generative AI-powered solution, Mergen IT helps organizations:?

• Reduce Incident Resolution Time: Automated resolution notes and knowledge generation enable faster incident resolution, allowing IT teams to handle more incidents efficiently.?

• Enhance Employee Experience: Improved self-service search and contextualized responses lead to a better user experience for employees, reducing frustration and downtime.?

• Optimize Resource Allocation: With AI handling routine tasks, IT staff can focus on more complex issues, optimizing resource allocation and improving overall productivity.?

Mergen’s Success Story?

Mergen successfully enhanced a financial client’s incident management process by implementing ServiceNow’s Incident Management module, powered by NOW Assist for ITSM. The AI-driven solution improved efficiency by 70%, reduced resolution time by 30%, and provided real-time insights, leading to better customer service and increased productivity. The integration of AI features like incident summarization and resolution notes generation played a crucial role in achieving these results.??

Conclusion:

By partnering with Mergen, organizations can harness the power of Now Assist for ITSM to transform their IT service management, ensuring they stay ahead in the rapidly evolving digital landscape. We are a Houston, Texas-based IT consulting firm, specialized in offering comprehensive ServiceNow consulting and implementation services to businesses looking to optimize their operations. As a trusted ServiceNow consulting and implementation partner in Houston, Texas, Mergen also provides managed IT services.?