0
1.2.1
Australia, Zurich Patch 1, Zurich, Yokohama Patch 1
Standalone Application
The Now Assist Readiness Evaluation application conducts assessments for various Now Assist functionalities to evaluate the instance readiness for adopting generative AI and agentic AI capabilities, including AI Search, Virtual Agent, IT Service Management (ITSM), Customer Service Management (CSM), and HR Service Delivery (HRSD), and agentic AI workflows in ITSM and CSM only.
How does the Now Assist Readiness Evaluation app help?
- Automates the assessment process and detects potential impediments to deploying Now Assist capabilities
- Helps minimize potential risk by flagging findings and providing a structured approach to deploy Now Assist
- Provides estimated deployment effort to assist with project planning
- Consolidated summary of the evaluation for all Now Assist capabilities across VA, AI Search, ITSM, CSM and HRSD along with their corresponding estimated remediation efforts.
- Findings by Category providing a high-level overview of Now Assist capability readiness, categorized as Data Readiness, Configuration Needed, or Now Support Recommended.
- Automated instance assessment for Now Assist capabilities across VA, AI Search, ITSM, CSM and HRSD with hyperlinked assessment records to directly access the underlying records and data points, making it easier to validate, investigate, or take action without switching contexts.
- Provides insights into the status and configuration of AI Search, such as active/inactive profiles, widget versions, and remediation efforts. It also evaluates knowledge management by assessing article counts, categories, group restrictions, and top searches or articles viewed.
- Reviews customizations in the Incident, Case and Task tables, such as fields, UI actions, and scripts. It tracks changes to fields, and monitors data completeness for key fields, and provides key metrics to improve accuracy and consistency with ITSM/CSM/HRSD processes. It also specifies the estimated remediation effort required and reports the language used in the instance.
- Checks whether Virtual Agent is live, tracks active topics and catalog items, and identifies barriers to conversational functionality. It highlights opportunities to convert non-conversational items to conversational ones and tracks automation in catalog items, along with the estimated remediation effort needed.
- Agentic AI for ITSM and CSM: Evaluates whether customizations on ITSM or CSM-related parent tables may interfere with AI Agent behavior, task execution, or decision-making. It identifies and flags high-risk customizations to help ensure seamless agent operations and stable instance performance. Each finding includes interactive hyperlinks to the impacted records, allowing users to quickly review, validate, and address potential issues without navigating away from the dashboard.
- Exportable Readiness Report: One-click PDF download from the Summary tab that captures overall Readiness Status, Assessment Findings, and Remediation Effort for stakeholder review. Hyperlinks to individual assessments remain active within the exported PDF.
- Now Assist Readiness Evaluation dashboard with Readiness Status, Assessment Findings, Finding Trends, and Remediation Effort by Category visualizations across both the Agentic AI and Now Assist assessment tabs.