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Arun Saravanen
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AI readiness check for ServiceNow
Twelve questions across data, CMDB health, knowledge, process and governance, scored as you answer.
Data
Do the queues you want AI to route have enough ticket history to learn from?
Yes
Partly
No
Have you measured the work AI should improve, before turning anything on?
Yes
Partly
No
CMDB health
Are your discovery-fed CI classes under 20% stale (no update in 90 days)?
Yes
Partly
No
Does every CI behind a P1-eligible service have a support group and an assignee?
Yes
Partly
No
Is the next CMDB audit on the calendar, with a named owner?
Yes
Partly
No
Knowledge
Will a named person edit every AI-drafted knowledge article before it publishes?
Yes
Partly
No
Do you have about 30 real questions, written by someone outside the project, to test AI answers against?
Yes
Partly
No
Process
Is there one team with the pain, and the appetite, ready to pilot first?
Yes
Partly
No
Can every flow that writes to another system be re-run without creating duplicates?
Yes
Partly
No
Governance
Is AI-generated text labeled wherever it can reach a customer?
Yes
Partly
No
Does each AI use case get its own feedback channel and a keep, tune or kill decision?
Yes
Partly
No
Can you switch a risky change off with one property, without a deployment?
Yes
Partly
No