Boost Productivity with Amazon Q Business and ServiceNow Powered by Generative AI

Derive Generative AI-Powered Insights from ServiceNow with Amazon Q Business

Amazon Q Business, a fully managed generative AI-powered assistant, offers a seamless way to derive insights from ServiceNow by integrating it with Amazon Q Business. This integration enables users to leverage ServiceNow data to answer questions, provide summaries, generate content, and complete tasks securely.

Key Features and Capabilities

• Data Source Connectors: Amazon Q Business provides out-of-the-box native data source connectors that can index content from multiple repositories, including ServiceNow. This allows users to connect ServiceNow entities such as knowledge articles, Service Catalogs, and incident entries, along with their metadata and document access control lists (ACLs)[1].
• Configuring the ServiceNow Connector: To index ServiceNow content, users configure the Amazon Q Business ServiceNow connector as a data source in their Amazon Q Business application. This involves setting up an IAM role, choosing entities to bring over from ServiceNow, and specifying a filter query to curate the list of items. The sync mode and schedule can be set to full sync on demand[1].
• Generative AI Capabilities: Amazon Q Business uses a large language model (LLM) to provide accurate, well-written answers. It can handle a wide range of tasks, including answering questions, providing summaries, generating content, and completing tasks based on data in the company’s repository. This makes it an effective tool for solving problems and taking action using enterprise data[1].
• Enterprise-Grade Security: Amazon Q Business offers enterprise-grade data security and privacy, with guardrails that are configurable by an admin. This ensures that sensitive information is handled securely and permissions-aware responses are provided[2].
• Integration with ServiceNow: The integration with ServiceNow allows users to create a generative AI solution with minimal configuration. Users can interact with the Amazon Q Business chatbot to get help with IT support, report incidents, and open tickets or incidents using IT service management (ITSM) tools like ServiceNow[2][3].
• Productivity Gains: By integrating Amazon Q Business with ServiceNow, organizations can significantly reduce new employee onboarding time and overall recruiting efforts. For example, Deriv reduced new employee onboarding time by up to 45% and overall recruiting efforts by as much as 50% by making generative AI available to all employees in a safe way[2].

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[1] How to Integrate Amazon Q Business with ServiceNow to Increase Productivity and Improve the Employee Experience

[2] Amazon Q Business Customers

[3] ServiceNow IT Service Management