ITSM Skill Hub

Description

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The ITSM Skill Hub is a GenAI-powered ServiceNow app built to elevate the entire IT Service Management (ITSM) experience from incident to change, problem, and beyond. It embeds intelligence into day-to-day workflows, enabling faster decisions, fewer manual tasks, and a more intuitive support experience.

Key skills embedded via the Now Assist Skill Kit include:

• Sentiment Analysis: Detect emotional tone to guide prioritization and enhance agent empathy.
• Description Enhancement: Auto-augment any vague or minimal input into actionable, rich context be it an incident, change, or problem ticket.
• Similarity Detection: Instantly surface similar past records across ITSM modules, reducing redundant effort and improving first-time resolution.

Designed for IT service teams seeking efficiency, agility, and improved experience, the ITSM Skill Hub works behind the scenes to make every task smarter.

Why it matters? AI where it counts streamlining ITSM, empowering agents, and delighting end users.

Key features

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• Skill triggers embedded across ITSM modules
• Sentiment-aware prioritization guidance
• Rich ticket auto-description powered by Now Assist
• AI-based similarity detection across records
• Scoped deployment with no core table changes

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