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Delivering effective customer support, project management, and knowledge management is vital for successful customer relationship management. ServiceNow has emerged as a crucial platform for incident tracking, project management, and knowledge management within software projects, becoming an integral component of many organizations’ workflows to enhance both customer and product success. Nevertheless, deriving actionable insights from the extensive data housed in ServiceNow typically demands manual intervention and the development of specialized tools. Support engineers, project managers, and product managers often need to query incidents or customers and seek answers from knowledge articles to deliver exceptional customer service. Organizations leverage ServiceNow to streamline workflows across IT services, ticketing systems, configuration management, and infrastructure modifications.
Generative artificial intelligence (AI) empowers users to extract pertinent information from data sources like ServiceNow and return well-structured answers. Constructing a generative AI-driven conversational application integrated with relevant data sources necessitates significant investment in time, resources, and personnel. The initial step involves establishing connectors to the data sources, followed by indexing this data to enable a Retrieval Augmented Generation (RAG) methodology, which ensures that relevant passages are accurately delivered to a large language model (LLM). This process requires selecting an index capable of supporting semantic and vector searches, building the infrastructure to retrieve and rank responses, and developing a feature-rich web application. Additionally, organizations must hire and maintain a dedicated team to build, manage, and sustain such systems.
Amazon Q Business serves as a fully managed generative AI assistant that can respond to inquiries, generate summaries, create content, and securely execute tasks based on the data and information within your enterprise systems. With Amazon Q Business, you can obtain swift and relevant answers to critical questions, resolve issues, generate content, and take action utilizing the insights derived from your organization’s information repositories, code, and enterprise systems (including ServiceNow). Amazon Q offers ready-to-use native data source connectors that can index content into an integrated retriever and employs an LLM to deliver accurate, well-articulated responses. A data source connector is a component of Amazon Q that facilitates the integration and synchronization of data from various repositories into a unified index.
With Amazon Q Business, you gain access to numerous prebuilt connectors compatible with a wide array of data sources, such as ServiceNow, Atlassian Confluence, Amazon Simple Storage Service (Amazon S3), Microsoft SharePoint, Salesforce, and more. This enables you to develop your generative AI solution with minimal configuration. For a comprehensive list of supported data source connectors, refer to the Amazon Q Business connectors documentation.
Using the Amazon Q Business ServiceNow Online data source connector, you can link to the ServiceNow Online platform and index various ServiceNow entities, including knowledge articles, service catalogs, and incident entries, alongside their metadata and document access control lists (ACLs).
Extract Accurate Answers from ServiceNow Content via Amazon Q Business
Once you integrate Amazon Q Business with ServiceNow, you can pose questions regarding document descriptions, such as:
- How do I troubleshoot an invalid IP configuration on a network router? – This might be sourced from an internal knowledge article on the topic.
- Which form do I use to request a new email account? – This could be obtained from an internal Service Catalog entry.
- Is there a previous incident concerning resetting the cloud root user password? – This could be derived from an internal incident entry.
Overview of the ServiceNow Connector
A data source connector serves as a means to integrate and synchronize data from multiple repositories into a single index. Amazon Q Business provides various data source connectors to connect with your data sources, facilitating the creation of your generative AI solution with minimal setup.
To crawl and index content within ServiceNow, we configure the Amazon Q Business ServiceNow connector as a data source in your Amazon Q business application. Upon linking Amazon Q Business to a data source and initiating the data synchronization process, the system crawls and incorporates documents from the data source into its index.
Types of Documents
Let’s explore what constitutes documents in the context of the Amazon Q Business ServiceNow connector. The connector supports crawling the following ServiceNow entities:
- Knowledge articles – Each article counts as a single document.
- Knowledge article attachments – Each attachment is a single document.
- Service Catalog – Each catalog item is considered a single document.
- Service Catalog attachments – Each catalog attachment is classified as a single document.
- Incidents – Each incident is viewed as a single document.
- Incident attachments – Each incident attachment is regarded as a single document.
While not all metadata is available at the time of writing, you can configure field mappings, allowing you to align ServiceNow field names with Amazon Q index field names. This includes both default field mappings automatically generated by Amazon Q and custom mappings that you can create and modify. For more details, refer to the ServiceNow data source connector field mappings documentation.
Authentication
The Amazon Q Business ServiceNow connector supports two types of authentication methods:
- Basic authentication – Requires the ServiceNow host URL, username, and password.
- OAuth 2.0 authentication with Resource Owner Password Flow – Involves the ServiceNow host URL, username, password, client ID, and client secret.
Supported ServiceNow Versions
ServiceNow typically names its platform versions after cities for easier differentiation of associated features. Currently, the Amazon Q Business ServiceNow connector natively supports the following versions:
- San Diego
- Tokyo
- Rome
- Vancouver
- Others
ACL Crawling
To maintain a secure environment, Amazon Q Business mandates ACL and identity crawling for all connected data sources. Prior to connecting Amazon Q Business applications to the AWS IAM Identity Center, it’s essential to enable ACL indexing and identity crawling, followed by re-synchronization of your connector.
Amazon Q Business ensures data security by supporting the crawling of ACLs and identity information from connected data sources. Indexing documents with ACLs is pivotal for maintaining data security, as documents lacking ACLs are treated as public. Should you need to index documents without ACLs, ensure they are explicitly marked as public within your data source. When linking to a ServiceNow data source, Amazon Q Business crawls ACL information, encompassing user and group details from your ServiceNow instance.
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