Leading the AI Revolution: NewRocket’s Approach to Organizational Change Management and Tailored AI Solutions

ServiceNow is revolutionizing enterprise service management by simplifying our ability to use advanced AI capabilities to streamline operations and elevate user experiences.


ServiceNow is revolutionizing enterprise service management by simplifying our ability to use advanced AI capabilities to streamline operations and elevate user experiences. In our series, “Leading the AI Revolution”, we provide actionable insights for steering your organization toward the forefront of AI utilization. Our previous post delved into identifying AI-related opportunities and risks, as well as establishing robust governance frameworks to manage those risks. In this installment, we focus on the final two components of NewRocket’s approach: preparing your organization for change and implementing tailored AI solutions. To set the stage, let’s begin with an overview of ServiceNow’s AI capabilities.

ServiceNow’s AI Capabilities

ServiceNow’s AI can be categorized into five key areas:

• Machine Learning Frameworks

• Natural Language Processing

• AI-powered Search

• Data Mining & Analytics

• Code Generation

Machine Learning Frameworks

ServiceNow provides machine learning frameworks designed for classification, similarity analysis, clustering, summarization, and document processing. These tools enable ServiceNow to automate the sorting and categorization of requests and find connections in data to optimize responses and content suggestions. Its intelligent document processing capability can identify, comprehend, and extract critical text and data, streamlining subsequent operations.

Natural Language Processing (NLP)

With capabilities ranging from NLP to natural language understanding (NLU) and large language models (LLM), ServiceNow's AI interprets and interacts in everyday language, rendering systems more user-friendly and responsive. ServiceNow extends this functionality by recognizing emotional cues through sentiment analysis, which enhances customer service. Language detection and dynamic translation facilitate request routing and create seamless localized interactions, while the Virtual Agent leverages these functions to provide smooth conversational experiences.

AI-powered Search

Building on its NLP framework, ServiceNow’s AI Search yields accurate, context-sensitive results. The system allows users to generate more structured outcomes by translating natural language queries (NLQ) into lists, figures, and charts.

Data Mining & Analytics

ServiceNow employs process mining, predictive analytics, and automation discovery to pinpoint efficiencies, anticipate trends, and identify automation possibilities, all of which serve to refine processes and decrease resolution times.

Code Generation

Administrators and developers can take advantage of capabilities like text-to-code to generate scripts and functions and text-to-flow to generate workflows from natural language prompts.

These AI features are just a glimpse into how ServiceNow can amplify your organization’s human resources, enabling greater productivity with your existing workforce.

Prepare Your Organization for Change

The next hurdle is adequately preparing your team for the AI revolution. This includes implementing processes that ensure data quality, educating staff to proficiently use AI tools, and managing the organizational shifts necessary to garner the desired adoption and benefits.

The effectiveness of ServiceNow’s AI features hinges on the quality of data. While ServiceNow diligently maintains a domain-specific LLM, it falls upon your organization to ensure your data is accurate and reliable. NewRocket offers guidance on how issues of data quality, privacy and security concerns may influence potential solutions for your organization’s needs. More than just guidance, NewRocket can assist you implementing processes that boost and sustain data integrity.  

However, ensuring data quality is just one facet of the AI adoption process. Training on how to implement and use these new technologies must also be considered. Although training is critical, it may not be sufficient due to potential staff concerns about job security, over-reliance on AI, or the repercussions of AI errors. Our team of organizational change management experts is poised to work with your staff to address these issues and secure the commitment necessary for successful integration.

Implement Tailored Solutions

Organizational transformation is a gradual process and may stall without the effective rollout of AI initiatives that yield concrete business results. At NewRocket, we understand this and approach solution implementation in a methodical and phased manner, recognizing that each organization has unique needs.

Our advisors will collaborate with your team to pinpoint both immediate wins and a sustainable long-term strategy to revolutionize your organization and tackle your most challenging business issues. We evaluate the status of your ServiceNow implementation journey and offer specific recommendations on what processes and capabilities to adopt to advance to the next level of sophistication. Our development team is equipped to execute the plan, ensuring the solution is tailored to your business requirements and includes metrics for tracking your progress. The maintainable and scalable AI solutions we help you implement not only enhance productivity but also ensure that technology augments human expertise, leading to more intelligent and effective enterprise service management.

Looking Ahead

This blog series has examined NewRocket’s four-pillar approach for AI readiness:

• Opportunity and risk identification

• Robust governance framework development

• Organizational change preparation

• Tailored solution implementation

Next Article

Leading the AI Revolution: Chart Your Path to Transformation


If you're interested in learning more about the latest installments of AI with ServiceNow, visit the links below.

Machine Learning Frameworks
Predictive Intelligence frameworks
, Document Intelligence

Natural Language Processing (NLP)
Natural Language Understanding
, Now LLM Model updates, Sentiment Analysis, Dynamic Translation, Virtual Agent

AI-powered Search
AI Search
, Natural Language Query

Data Mining & Analytics
Process Mining
, Predictive Intelligence, Automation Discovery

Code Generation
Code generation
, Flow Assist

Want to Learn More? Talk to an Expert
Contact Us

Leading the AI Revolution: NewRocket’s Approach to Organizational Change Management and Tailored AI Solutions

ServiceNow is revolutionizing enterprise service management by simplifying our ability to use advanced AI capabilities to streamline operations and elevate user experiences.

Knowledge Wrap Video

The event provided a vibrant platform for reconnecting with peers, delving into AI transformation, and driving innovation with purpose. Read on to discover how NewRocket made its mark at Knowledge 2024.

What We Learned

From recent insights gathered, we learned that ServiceNow customers are increasingly receptive to adopting AI solutions and ServiceNow has the tools to embrace that head on. However, there's a gap in AI use-cases for more mature users, highlighting the need for a creative approach to accommodate their business needs.

In navigating AI adoption, organizations are challenged to find the delicate balance between embracing innovation and avoiding dependency on emerging technologies. Advisory consulting and trusted guidance beyond initial queries spark interest, particularly around AI's impact on operations. Read our AI blog series to learn more about our approach.

Excitement around GenAI is apparent, with most users eager to explore its potential benefits and invest in quick wins. Notably, advanced use cases like process mining are gaining traction. Key solution themes include interest in native mobile applications, Employee Center migration, and the urgent need for enhanced data capabilities.

Recognitions and Awards

ServiceNow Americas Employee Workflow Partner of the Year

The ServiceNow Americas Employee Workflow Partner of the Year award celebrates Partners' exceptional efforts in enhancing employee experiences through innovative collaborations and technology solutions. Learn More.

UK Public Sector Partner of the Year Award

The ServiceNow UK Public Sector Partner of the Year underscores  Partners' dedication to driving digital transformation and delivering exceptional outcomes for public sector organizations in the UK.

ServiceNow.org Partnership for Good Grant

The ServiceNow.org Partnership for Good Grant highlights Partners' commitment to leveraging technology for social impact and driving positive change in communities around the world. Learn More.

Top 10 Finalist for ServiceNow Best Employee Portal of the Year

ServiceNow's Best Employee Portal of the Year award recognizing Partners' dedication to creating innovative solutions that empower employees and enhance workplace experiences. Learn More.

NewRocket Booth

At ServiceNow's Knowledge 24 event, we connected with 350+ attendees at our booth, showcasing how NewRocket supports organizations on their ServiceNow journey. AI emerged as a key topic, reflecting the growing interest in its potential across businesses. Our strategic advisory approach, FlightPath, aligns technology with business objectives, drawing on our expertise in customer, employee, technology, and security transformation. Plus, we captivated attendees by transforming them into astronauts using AI. See the photo booth results here!

Workshops and Speaking Sessions

Beyond Personas: Developing Holistic Frameworks to Personalize User Solutions

Industry innovation: Consilio’s Transformation Journey on ServiceNow

Dive Into Prototyping to Accelerate Validation With Design Libraries

Make Better Business Decisions by Integrating Risk and Compliance

Participating in ServiceNow's Knowledge sessions and workshops this year was truly enriching. Interacting with customers and partners provided invaluable insights into the future state of ServiceNow and allowed us to have in-depth discussions on how we can collectively offer better experiences across various facets of the platform. From exploring advanced AI integrations to optimizing workflow processes, the conversations were not only enlightening but also inspiring, fueling our commitment to innovation and excellence in the ServiceNow ecosystem. We can't wait to see you next year!

NewRocket Party

Our poolside event at the Capri restaurant in Las Vegas provided a refreshing break from the conference hustle, allowing us to unwind and connect with friends, colleagues, partners, and customers in the cool open air. As the night progressed, we loved creating unforgettable memories and strengthening our bonds within the ServiceNow community.