ServiceNow & AI: Transforming Your Organization’s Performance and AI Governance
Artificial intelligence has moved beyond experimentation to become a true driver of organizational performance.
By integrating AI into its service platform, ServiceNow enables private and public organizations to reliably automate, analyze, and govern their operations.
However, to deliver on its promises, AI must be supervised and controlled.
As a certified ServiceNow partner, Victrix helps IT leaders harness its capabilities to accelerate service delivery, reduce costs, and strengthen compliance.
Let’s explore how ServiceNow AI optimizes workflows, converts productivity into measurable value, and secures your digital transformation.
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ServiceNow AI: Tangible Results, Not Just Promises
Ambitions
According to ServiceNow's Enterprise AI Maturity Index 2025, 89% of companies expect AI to radically transform IT operations within three years. In addition, respondents indicated the extent to which AI solutions have achieved the expected results:
- 58% of respondents declared an improvement in customer and employee experience.
- 57% an increase in efficiency and productivity.
- 52% a stronger capacity for innovation.
Reality
However, many encounter challenges related to implementation, data governance, and change management, failing to extract real value.
This is where the support of a certified partner like Victrix makes all the difference.
« Using GenAI and related technologies, we can deploy AI assistants that accomplish manual, repetitive tasks, working in partnership with people who supervise their work. This frees people to focus on more strategic and meaningful work. »
Whether it’s reducing manual and repetitive tasks, anticipating incidents, or analyzing trends to optimize your workflows, we’ll find use cases that align with your reality and business goals.
Victrix, a Certified ServiceNow Partner
We can help you determine where ServiceNow and AI will have the greatest impact on your operations.
ServiceNow AI Capabilities
ServiceNow now integrates AI into every layer of the platform—analytics, service, security, and user experience.
Here are the four key capabilities that turn productivity into a competitive advantage.
Generative AI and Now Assist
Built into the ServiceNow AI platform, Now Assist is a suite of GenAI tools designed to improve organizational productivity and efficiency.
Key Benefits:
- Integrated co-pilot for employees and agents.
- Reduced resolution time and agent workload through case and request summarization.
- Improved knowledge management and intelligent search through the extraction of key information from documents.
Key TakeawaysServiceNow reports that agents save an average of 12 to 17 minutes per case — equivalent to 80 to 110 minutes of reading and writing per day. |
Intelligent Automation and AI ITSM
ServiceNow's Intelligent Automation and AI ITSM combine AI, automation, and prediction to analyze trends, anticipate problems, and trigger actions. Its capabilities enable end-to-end orchestration of IT, HR, and security processes.
Key Benefits:
- Eliminate bottlenecks and simplify decision-making with AI-guided recommendations.
- Reduce operating costs and strengthen compliance by ensuring consistent and traceable processes.
- Improve the customer experience with AI-driven self-service portals.
Key TakeawaysWith ServiceNow's AI Service Desk Contact, companies achieve up to 96% resolution efficiency — a significant increase from the previous average of 81%. |
AI Agents and Intelligent Search
ServiceNow AI Agents are autonomous systems, integrated at the heart of intelligent search (AI Search), and capable of performing complex tasks that go far beyond traditional chatbots.
Key Benefits:
- Conversational agents powered by natural language processing (NLP) to handle IT, HR, and customer service requests.
- Continuous improvement by learning from previous queries to refine search accuracy.
- Improved employee and customer experience.
Use Case for AI Agents and ServiceNow AI SearchASML, a manufacturer of advanced equipment for microprocessor production, connected 6,000 employees in a matter of weeks and achieved an 80% user satisfaction rate. In addition, Violet, the AI agent, achieved an impressive 90% predictability rate, demonstrating its ability to correctly diagnose user intent and redirect them to the right section from the very first words. |
Predictive Intelligence
ServiceNow's Predictive Intelligence uses machine learning to categorize, assign, and resolve issues before they escalate.
Principaux avantages :
- Early detection of incidents.
- Automated ticket categorization.
- Suggested resolutions to speed up response time.
Use Cases for Predictive Intelligence with ServiceNowAs shared on the ServiceNow community forums, after implementing Predictive Intelligence, one organization was able to interact with hundreds more customers each year — increasing proactive interactions from 11% to 68%. This development demonstrates that ServiceNow AI improves customer experience, prevents incident escalation, and reduces support workload. |
Integrate AI into Your ServiceNow Modules to Increase Efficiency, Enhance Customer and Employee Experience, and Reduce Costs.
These capabilities accelerate your processes and are real value drivers, but they must be rigorously managed. This is where the expertise of an AI governance expert like Victrix comes into its own.
Governance and Reliability: Managing AI with ServiceNow’s AI Control Tower
ServiceNow’s AI capabilities can deliver lasting value, provided they are rigorously governed. With AI Control Tower, ServiceNow offers a centralized view of all your AI models, datasets, and workflows.
- Inventory and tracking of AI models
- Automated risk and audit management
- Alignment of AI projects with business objectives
- Built-in compliance controls
- Continuous oversight and 3600 visibility into the performance of your AI initiatives
Victrix Helps Organizations Deploy AI Control Tower to Reconcile Innovation and Compliance.
From Performance to Governance: Master AI and ServiceNow with Victrix
ServiceNow's AI enhances performance, compliance, and visibility while eliminating the complexity of third-party integrations.
Victrix helps you govern and tailor it to your organization’s reality.
Our approach, focused on security, cost-effectiveness, and alignment with your business objectives allows you to overcome all barriers to adoption:
- Prioritization of use cases and data quality: we explore and analyze your AI opportunities based on reliable, structured data.
- Integration with your existing systems: our ServiceNow expertise ensures a smooth transition.
- Change management: we provide targeted training and customized support to promote internal adoption.
- Compliance: centralized governance via AI Control Tower.
