6 min read
Ready for What’s Next in ServiceNow? So Are We.
If you are a ServiceNow customer, you are standing at an inflection point. The platform you already rely on for workflows and service delivery is rapidly becoming your AI engine too, powered by Now Assist and a growing ecosystem of intelligent capabilities. At Veracity Consulting, we are ready to help you turn that potential into results, so you get more value from the ServiceNow investment you have already made, not just another set of features.
Why “Next Level” ServiceNow Starts with Readiness
Many organizations want to dive into Now Assist, AI Search, Agentic AI, and the next generation Virtual Agent, but are not sure where to begin. The truth is success with ServiceNow AI is less about flipping a switch and more about preparing the foundation that AI draws from. When we work with clients, we start by answering a few practical questions, and we use the Now Assist Readiness Evaluation application to ground those answers in real data from your instance.
Is your knowledge base structured and current enough for generative AI to return accurate, trustworthy answers, or is it scattered across outdated articles and duplicate content? The readiness assessment analyzes your instance data and configuration and highlights where quality, structure, or governance need attention.
Are your catalog items designed with the right variables and patterns to support conversational experiences with Now Assist? The tool evaluates key catalog items and related configurations, then surfaces items that may block or limit AI driven interactions. Do your incidents and cases contain clean, concise, meaningful data that AI can learn from, or are they noisy and inconsistent? The assessment looks at how those records are being used and configured, so we can target quick, high impact improvements instead of just guessing.
Is AI Search configured and tuned for your content sources, or still sitting on the shelf since 2021? The readiness application checks AI Search activation, configuration, and content sources, then flags where additional setup or tuning is required before you rely on it as the foundation of Now Assist. Those are not theoretical questions. They are the starting points of the Now Assist readiness work we do every day.
How Veracity Helps You Get Ready for Now Assist
Veracity recently published a practical guide on getting ready for Now Assist that outlines the area's most clients need help with before they can confidently deploy ServiceNow AI. We have built our approach around ten core readiness dimensions.
Here is how we translate those into real world outcomes for your organization:
Knowledge base content that AI can trust
We help you consolidate and clean up fragmented knowledge, so it is centralized, governed, and aligned to the audiences who use it. That includes better workflows for reviewing, updating, and retiring content, plus contribution and feedback loops that keep quality high over time.
Conversational, AI ready catalog items
Now Assist depends on catalog items that are designed with the right variable types and structure for conversational experiences. Our team audits your catalog, flags what is AI ready and what is not, then gives you a clear roadmap to fix gaps and standardize how new items are created.
Higher quality incident and case data
Poor input means poor AI outcomes. We assess your incident and case data, then tackle common configuration issues with low effort, high impact changes that improve data quality without overwhelming your team.
We help you consolidate and clean up fragmented knowledge, so it is centralized, governed, and aligned to the audiences who use it. That includes better workflows for reviewing, updating, and retiring content, plus contribution and feedback loops that keep quality high over time.
Conversational, AI ready catalog items
Now Assist depends on catalog items that are designed with the right variable types and structure for conversational experiences. Our team audits your catalog, flags what is AI ready and what is not, then gives you a clear roadmap to fix gaps and standardize how new items are created.
Higher quality incident and case data
Poor input means poor AI outcomes. We assess your incident and case data, then tackle common configuration issues with low effort, high impact changes that improve data quality without overwhelming your team.
AI Search that works for your users
AI Search becomes a critical dependency once you turn on Now Assist. We help you activate, configure, and tune AI Search, optimize content sources, and improve relevance so users see meaningful results instead of noise.
AI Search becomes a critical dependency once you turn on Now Assist. We help you activate, configure, and tune AI Search, optimize content sources, and improve relevance so users see meaningful results instead of noise.
Security, trust, and compliance built in
For regulated and public sector clients, we collaborate directly with your internal security and compliance stakeholders and bring vetted documentation to support your approvals. That means fewer surprises later and a smoother path to production.
For regulated and public sector clients, we collaborate directly with your internal security and compliance stakeholders and bring vetted documentation to support your approvals. That means fewer surprises later and a smoother path to production.
Defined AI administration roles
AI capabilities need clear ownership. We help you identify who should administer Now Assist, AI Search, and Agentic AI in your organization, then train and support them so they can confidently manage these capabilities over time.
AI capabilities need clear ownership. We help you identify who should administer Now Assist, AI Search, and Agentic AI in your organization, then train and support them so they can confidently manage these capabilities over time.
Instance family and upgrade alignment
Some AI capabilities require specific ServiceNow releases. We analyze your current instance family, identify upgrade needs, and help you plan or accelerate your path, so AI does not get blocked by technical debt.
Some AI capabilities require specific ServiceNow releases. We analyze your current instance family, identify upgrade needs, and help you plan or accelerate your path, so AI does not get blocked by technical debt.
Smart handling of customizations
Legacy customizations can quietly break AI features. We identify high risk customizations that might interfere with Now Assist or Agentic AI, recommend best practice patterns, and show you where custom skills or targeted refactoring will give you the most benefit.
Legacy customizations can quietly break AI features. We identify high risk customizations that might interfere with Now Assist or Agentic AI, recommend best practice patterns, and show you where custom skills or targeted refactoring will give you the most benefit.
Virtual Agent, ready for the new generation
With Now Assist, Virtual Agent moves from traditional NLU into LLM powered conversations. We help you align portals, migrate, and test topics, and prepare your environment to launch modern virtual agent experiences your users will adopt.
With Now Assist, Virtual Agent moves from traditional NLU into LLM powered conversations. We help you align portals, migrate, and test topics, and prepare your environment to launch modern virtual agent experiences your users will adopt.
Enablement for your support and admin teams
Your people are as important as your platform. We help developers, admins, and support staff identify their highest impact AI use cases and give them tools and patterns that make configuration, troubleshooting, and delivery faster.
Your people are as important as your platform. We help developers, admins, and support staff identify their highest impact AI use cases and give them tools and patterns that make configuration, troubleshooting, and delivery faster.
In short, we meet you where you are, assess your environment, and build a plan that blends quick wins with long term outcomes.
Using the Now Assist Data Readiness Evaluation App
We also help clients take advantage of ServiceNow’s Now Assist Data Readiness Evaluation application from the ServiceNow Store, which automates a large portion of the readiness assessment. This app evaluates your instance for generative and agentic AI readiness across AI Search, Virtual Agent, ITSM, CSM, and HRSD, then flags potential blockers before you get too far into implementation.
Some highlights our clients find especially useful:
A homepage that shows readiness cards and percentages for Now Assist and Agentic AI, with clear Ready or Action Required statuses so you know where to focus first
Automated assessments with findings linked directly to impacted records, categorized as Data Readiness, Configuration Needed, or Now Support Recommended
Automated assessments with findings linked directly to impacted records, categorized as Data Readiness, Configuration Needed, or Now Support Recommended
An Agentic AI readiness view that identifies customizations on key tables that could interfere with AI agents, task execution, or decision making
A unified dashboard that visualizes remediation effort, findings by category, including an option to tailor remediation estimates based on your own internal capacity
Exportable PDF readiness reports, scoped to specific capabilities like Now Assist for CSM or Agentic AI for HRSD, that you can share with stakeholders and leadership
Veracity can help you install and interpret this app, turn its findings into a concrete action plan, and then walk with you through remediation and rollout.
What This Means for Your ServiceNow Investment
If you are asking “Where do, we start with Now Assist” you are not alone. Many organizations are in the same place, eager to capture the benefits of AI but cautious about risk, effort, and change management. Working with Veracity means you get:
A partner that has been optimizing business performance with ServiceNow for many years, not just a recent AI generalist
A Premier ServiceNow partner, and the only one headquartered in the Kansas City area, that combines platform depth with organizational change expertise
A practical, readiness first approach that improves the core of your ServiceNow environment while preparing you for Now Assist and the broader AI roadmap
Your ServiceNow platform is capable of much more than ticketing and forms. With the right strategy, it can become a smart, AI enabled backbone for how work gets done across IT, HR, customer service, and beyond.
Ready to Take Your ServiceNow Journey to the Next Level?
You do not have to navigate this alone. Whether you are just starting to explore Now Assist, trying to understand the Now Assist Readiness Evaluation app, or planning a broader AI roadmap on ServiceNow, Veracity is ready to help you move with confidence.
• Assess your Now Assist and Agentic AI readiness
• Build a phased roadmap that balances quick wins with long term value
• Clean up data, content, and customizations that might block AI outcomes
• Enable your teams to own and sustain AI on the platform
Reach out to Veracity Consulting to schedule a Now Assist readiness conversation. Together, we will make sure your next step with ServiceNow is not just an upgrade in features. It is an upgrade in outcomes for your business
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