How Kyndryl built-in ServiceNow and Amazon Q Enterprise

This publish is co-written with Sujith R Pillai from Kyndryl.

On this publish, we present you the way Kyndryl, an AWS Premier Tier Companies Accomplice and IT infrastructure providers supplier that designs, builds, manages, and modernizes advanced, mission-critical data methods, built-in Amazon Q Enterprise with ServiceNow in a couple of easy steps. You’ll discover ways to configure Amazon Q Enterprise and ServiceNow, the right way to create a generative AI plugin in your ServiceNow incidents, and the right way to take a look at and work together with ServiceNow utilizing the Amazon Q Enterprise net expertise. By the tip of this publish, it is possible for you to to reinforce your ServiceNow expertise with Amazon Q Enterprise and revel in the advantages of a generative AI–powered interface.

Answer overview

Amazon Q Enterprise has three predominant parts: a front-end chat interface, a knowledge supply connector and retriever, and a ServiceNow plugin. Amazon Q Enterprise makes use of AWS Secrets and techniques Supervisor secrets and techniques to retailer the ServiceNow credentials securely. The next diagram reveals the structure for the answer.

Chat

Customers work together with ServiceNow by means of the generative AI–powered chat interface utilizing pure language.

Knowledge supply connector and retriever

An information supply connector is a mechanism for integrating and synchronizing knowledge from a number of repositories into one container index. Amazon Q Enterprise has two forms of retrievers: native retrievers and current retrievers utilizing Amazon Kendra. The native retrievers assist a variety of Amazon Q Enterprise connectors, together with ServiceNow. The prevailing retriever possibility is for many who have already got an Amazon Kendra retriever and wish to use that for his or her Amazon Q Enterprise software. For the ServiceNow integration, we use the native retriever.

ServiceNow plugin

Amazon Q Enterprise offers a plugin characteristic for performing actions equivalent to creating incidents in ServiceNow.

The next high-level steps present the right way to configure the Amazon Q Enterprise – ServiceNow integration:

1. Create a consumer in ServiceNow for Amazon Q Enterprise to speak with ServiceNow
2. Create information base articles in ServiceNow if they don’t exist already
3. Create an Amazon Q Enterprise software and configure the ServiceNow knowledge supply and retriever in Amazon Q Enterprise
4. Synchronize the info supply
5. Create a ServiceNow plugin in Amazon Q Enterprise

Stipulations

To run this software, you will need to have an Amazon Net Companies (AWS) account, an AWS Identification and Entry Administration (IAM) function, and a consumer that may create and handle the required sources. If you’re not an AWS account holder, see How do I create and activate a brand new Amazon Net Companies account?

You want an AWS IAM Identification Heart arrange within the AWS Organizations organizational unit (OU) or AWS account through which you’re constructing the Amazon Q Enterprise software. You need to have a consumer or group created in IAM Identification Heart. You’ll assign this consumer or group to the Amazon Q Enterprise software in the course of the software creation course of. For steerage, consult with Handle identities in IAM Identification Heart.

You additionally want a ServiceNow consumer with incident_manager and knowledge_admin permissions to create and look at information base articles and to create incidents. We use a developer occasion of ServiceNow for this publish for instance. You’ll find out the right way to get the developer occasion in Personal Developer Instances.

Answer walkthrough

To combine ServiceNow and Amazon Q Enterprise, use the steps within the following sections.

Create a information base article

Observe these steps to create a information base article:

1. Register to ServiceNow and navigate to Self-Service > Information
2. Select Create an Article
3. On the Create new article web page, choose a information base and select a class. Optionally, it’s possible you’ll create a brand new class.
4. Present a Brief description and sort within the Article physique
5. Select Submit to create the article, as proven within the following screenshot

Repeat these steps to create a few information base articles. On this instance, we created a hypothetical enterprise named Instance Corp for demonstration functions.

Create an Amazon Q Enterprise software

Amazon Q provides three subscription plans: Amazon Q Enterprise Lite, Amazon Q Enterprise Professional, and Amazon Q Developer Professional. Learn the Amazon Q Documentation for extra particulars. For this instance, we used Amazon Q Enterprise Lite.

Create software

Observe these steps to create an software:

1. Within the Amazon Q Enterprise console, select Get began, then select Create software to create a brand new Amazon Q Enterprise software, as proven within the following screenshot

2. Identify your software in Software title. In Service entry, choose Create and use a brand new service-linked function (SLR). For extra details about instance service roles, see IAM roles for Amazon Q Enterprise. For data on service-linked roles, together with the right way to handle them, see Utilizing service-linked roles for Amazon Q Enterprise. We named our software ServiceNow-Helpdesk. Subsequent, choose Create, as proven within the following screenshot.

Select a retriever and index provisioning

To decide on a retriever and index provisioning, comply with these steps within the Choose retriever display, as proven within the following screenshot:

1. For Retrievers, choose Use native retriever
2. For Index provisioning, select Starter
3. Select Subsequent

Join knowledge sources

Amazon Q Enterprise has ready-made connectors for frequent knowledge sources and enterprise methods.

1. Enter “ServiceNow” to go looking and choose ServiceNow On-line as the info supply, as proven within the following screenshot

2. Enter the URL and the model of your ServiceNow occasion. We used the ServiceNow model Vancouver for this publish.

3. Scroll down the web page to supply extra particulars in regards to the knowledge supply. Underneath Authentication, choose Fundamental authentication. Underneath AWS Secrets and techniques Supervisor secret, choose Create and add a brand new secret from the dropdown menu as proven within the screenshot.

4. Present the Username and Password you created in ServiceNow to create an AWS Secrets and techniques Supervisor secret. Select Save.

5. Underneath Configure VPC and safety group, preserve the setting as No VPC as a result of you’ll be connecting to the ServiceNow by the web. You could select to create a brand new service function beneath IAM function. It will create a task particularly for this software.

6. Within the instance, we synchronize the ServiceNow information base articles and incidents. Present the knowledge as proven within the following picture under. Discover that for Filter question the instance reveals the next code.

workflow_state=printed^kb_knowledge_base=dfc19531bf2021003f07e2c1ac0739ab^article_type=textual content^lively=true^EQ

This filter question goals to sync the articles that meet the next standards:

• workflow_state = printed
• kb_knowledge_base = dfc19531bf2021003f07e2c1ac0739ab (That is the default Sys ID for the information base named “Information” in ServiceNow).
• Kind = textual content (This subject accommodates the textual content within the Information article).
• Lively = true (This subject filters the articles to sync solely those which are lively).

The filter fields are separated by ^, and the tip of the question is represented by EQ. You’ll find extra particulars in regards to the Filter question and different parameters in Connecting Amazon Q Enterprise to ServiceNow On-line utilizing the console.

7. Present the Sync scope for the Incidents, as proven within the following screenshot

8. You could choose Full sync initially so {that a} full synchronization is carried out. You should choose the frequency of the synchronization as properly. For this publish, we selected Run on demand. If that you must preserve the information base and incident knowledge extra up-to-date with the ServiceNow occasion, select a shorter window.

9. A subject mapping will likely be supplied so that you can validate. You gained’t have the ability to change the sector mapping at this stage. Select Add knowledge supply to proceed.

This completes the info supply configuration for Amazon Q Enterprise. The configuration takes a couple of minutes to be accomplished. Watch the display for any errors and updates. As soon as the info supply is created, you’ll be greeted with a message You efficiently created the next knowledge supply: ‘ServiceNow-Datasource’

Add customers and teams

Observe these steps so as to add customers and teams:

1. Select Subsequent
2. Within the Add teams and customers web page, click on Add teams and customers. You may be introduced with the choice of Add and assign new customers or Assign current customers and teams. Choose Assign current customers and teams. Select Subsequent, as proven within the following picture.

3. Seek for an current consumer or group in your IAM Identification Heart, choose one, and select Assign. After deciding on the correct consumer or group, select Finished.

This completes the exercise of assigning the consumer and group entry to the Amazon Q Enterprise software.

Create an online expertise

Observe these steps to create an online expertise within the Add teams and customers display, as proven within the following screenshot.

1. Select Create and use a brand new service function within the Net expertise service entry part
2. Select Create software

The deployed software with the appliance standing will likely be proven within the Amazon Q Enterprise > Functions console as proven within the following screenshot.

Synchronize the info supply

As soon as the info supply is configured efficiently, it’s time to start out the synchronization. To start this course of, the ServiceNow fields that require synchronization should be up to date. As a result of we intend to get solutions from the information base content material, the textual content subject must be synchronized. To take action, comply with these steps:

1. Within the Amazon Q Enterprise console, choose Functions within the navigation pane
2. Choose ServiceNow-Helpdesk after which ServiceNow-Datasource
3. Select Actions. From the dropdown, select Edit, as proven within the following screenshot.

4. Scroll right down to the underside of the web page to the Discipline mappings Choose textual content and description.

5. Select Replace. After the replace, select Sync now.

The synchronization takes a couple of minutes to finish relying on the quantity of information to be synchronized. Guarantee that the Standing is Accomplished, as proven within the following screenshot, earlier than continuing additional. In the event you discover any error, you may select the error hyperlink. The error hyperlink will take you to Amazon CloudWatch Logs to analyzing the logs for additional troubleshooting.

Create ServiceNow plugin

A ServiceNow plugin in Amazon Q Enterprise helps you create incidents in ServiceNow by means of Amazon Q Enterprise chat. To create one, comply with these steps:

1. Within the Amazon Q Enterprise console, choose Enhancements from the navigation pane
2. Underneath Plugins, select Add plugin, as proven within the following screenshot

3. Within the Add Plugin web page, proven within the following screenshot, and choose the ServiceNow plugin

4. Present a Identify for the plugin
5. Enter the ServiceNow URL and use the beforehand created AWS Secrets and techniques Supervisor secret for the Authentication
6. Choose Create and use a brand new service function
7. Select Add plugin

8. The standing of the plugin will likely be proven within the Plugins If Plugin standing is Lively, the plugin is configured and able to use.

Use the Amazon Q Enterprise chat interface

To make use of the Amazon Q Enterprise chat interface, comply with these steps:

1. Within the Amazon Q Enterprise console, select Functions from the navigation pane. The online expertise URL will likely be supplied for every Amazon Q Enterprise software.

2. Select the Net expertise URL to open the chat interface. Enter an IAM Identification Heart username and password that was assigned to this software. The next screenshot reveals the Register

Now you can ask questions and obtain responses, as proven within the following picture. The solutions will likely be particular to your group and are retrieved from the information base in ServiceNow.

You possibly can ask the chat interface to create incidents as proven within the subsequent screenshot.

A brand new pop-up window will seem, offering extra data associated to the incident. On this window, you may present extra data associated to the ticket and select Create.

It will create a ServiceNow incident utilizing the net expertise of Amazon Q Enterprise with out signing in to ServiceNow. You could confirm the ticket within the ServiceNow console as proven within the subsequent screenshot.

Conclusion

On this publish, we confirmed how Kyndryl is utilizing Amazon Q Enterprise to allow pure language conversations with ServiceNow utilizing the ServiceNow connector supplied by Amazon Q Enterprise. We additionally confirmed the right way to create a ServiceNow plugin that permits customers to create incidents in ServiceNow instantly from the Amazon Q Enterprise chat interface. We hope that this tutorial will allow you to make the most of the ability of Amazon Q Enterprise in your ServiceNow wants.

Concerning the authors

Asif Fouzi is a Principal Options Architect main a crew of seasoned technologists supporting World Service Integrators (GSI) equivalent to Kyndryl of their cloud journey. When he’s not innovating on behalf of customers, he likes to play guitar, journey, and spend time together with his household.

Sujith R Pillai is a cloud resolution architect within the Cloud Heart of Excellence at Kyndryl with in depth expertise in infrastructure structure and implementation throughout varied industries. Together with his sturdy background in cloud options, he has led a number of expertise transformation tasks for Kyndryl prospects.