Knowledge 2024 from a Inetum perspective: improved coherency and improved update times

To help shed some light on the innovations talked about at Knowledge 2024, ServiceNow’s annual flagship user conference, we picked the brain of Inetum’s sales and commercial director, Myles Molloy, and enquired about the announcements that he was most excited about from the conference. Being an Elite ServiceNow partner, Inetum participated in the event with a stall set out for NOW customers.

Molloy brought up the day two keynote, which detailed ServiceNow’s AI roadmap alongside highlights such as the “treasure trove” of updates, namely the introduction of NowAssist and Microsoft (MS) Copilot integrations.

The director beelined on a use case that showed a user operating Copilot while in MS teams to identify information held in ServiceNow systems, then handing the data to Now Assist in MS teams to help expedite placing an order.

“It’s great to see this tie in so seamlessly with ServiceNow,” Molloy went on to say.

Attention was also placed on the overall promise of faster updates. Most users can expect a software update at least once or twice a year, which can often take up an entire weekend of effort. The word at Knowledge 2024 shows a forecast time reduction of up to 70 percent.

One of the biggest talking points was GenAI being built into ServiceNow’s core platform architecture, and how it would change the way users interact with Inetum’s solutions.

Molloy shared that introducing generative AI for improved intelligence and pattern recognition could be transformative for apps like Inetum’s Workload Management or Sales apps. Both of the aforementioned apps produce a large quantity of disparate data points that would have otherwise needed manual processing to pick up on trends.

On how else AI will change the way Inetum interacts with its users, Molloy had this to say: “In our programs and projects, we can help customers achieve better outcomes and quicker value by leveraging things like picture-to-workflow GenAI capabilities.”

“This will provide a significant effort reduction and allow for much more rapid prototyping of concepts for businesses who are unsure if a given option will really meet their needs.”