How Kyndryl built-in ServiceNow and Amazon Q Enterprise

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

On this submit, we present you the way Kyndryl, an AWS Premier Tier Providers Associate and IT infrastructure companies supplier that designs, builds, manages, and modernizes complicated, mission-critical info programs, built-in Amazon Q Enterprise with ServiceNow in a number 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 internet expertise. By the tip of this submit, it is possible for you to to boost your ServiceNow expertise with Amazon Q Enterprise and luxuriate in the advantages of a generative AI–powered interface.

Answer overview

Amazon Q Enterprise has three essential elements: a front-end chat interface, an information 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 via the generative AI–powered chat interface utilizing pure language.

Information supply connector and retriever

A knowledge supply connector is a mechanism for integrating and synchronizing information from a number of repositories into one container index. Amazon Q Enterprise has two varieties of retrievers: native retrievers and current retrievers utilizing Amazon Kendra. The native retrievers help a variety of Amazon Q Enterprise connectors, together with ServiceNow. The prevailing retriever choice is for individuals who have already got an Amazon Kendra retriever and want to use that for his or her Amazon Q Enterprise utility. For the ServiceNow integration, we use the native retriever.

ServiceNow plugin

Amazon Q Enterprise offers a plugin function for performing actions reminiscent of 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 data base articles in ServiceNow if they don’t exist already
3. Create an Amazon Q Enterprise utility and configure the ServiceNow information supply and retriever in Amazon Q Enterprise
4. Synchronize the information supply
5. Create a ServiceNow plugin in Amazon Q Enterprise

Stipulations

To run this utility, it’s essential to have an Amazon Internet Providers (AWS) account, an AWS Id and Entry Administration (IAM) function, and a consumer that may create and handle the required assets. If you’re not an AWS account holder, see How do I create and activate a brand new Amazon Internet Providers account?

You want an AWS IAM Id Middle arrange within the AWS Organizations organizational unit (OU) or AWS account by which you might be constructing the Amazon Q Enterprise utility. You must have a consumer or group created in IAM Id Middle. You’ll assign this consumer or group to the Amazon Q Enterprise utility through the utility creation course of. For steering, consult with Handle identities in IAM Id Middle.

You additionally want a ServiceNow consumer with incident_manager and knowledge_admin permissions to create and consider data base articles and to create incidents. We use a developer occasion of ServiceNow for this submit for instance. You could find out the right way to get the developer occasion in Private Developer Cases.

Answer walkthrough

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

Create a data base article

Observe these steps to create a data base article:

1. Sign up to ServiceNow and navigate to Self-Service > Data
2. Select Create an Article
3. On the Create new article web page, choose a data base and select a class. Optionally, chances are you’ll create a brand new class.
4. Present a Quick description and kind within the Article physique
5. Select Submit to create the article, as proven within the following screenshot

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

Create an Amazon Q Enterprise utility

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 utility

Observe these steps to create an utility:

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

2. Title your utility in Software identify. 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 info on service-linked roles, together with the right way to handle them, see Utilizing service-linked roles for Amazon Q Enterprise. We named our utility 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 screen, as proven within the following screenshot:

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

Join information sources

Amazon Q Enterprise has ready-made connectors for widespread information sources and enterprise programs.

1. Enter “ServiceNow” to go looking and choose ServiceNow On-line as the information 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 submit.

3. Scroll down the web page to supply extra particulars in regards to the information supply. Beneath Authentication, choose Fundamental authentication. Beneath 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. Beneath Configure VPC and safety group, maintain the setting as No VPC as a result of you can be connecting to the ServiceNow by the web. You might select to create a brand new service function beneath IAM function. This can create a job particularly for this utility.

6. Within the instance, we synchronize the ServiceNow data 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=revealed^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 = revealed
• kb_knowledge_base = dfc19531bf2021003f07e2c1ac0739ab (That is the default Sys ID for the data base named “Data” in ServiceNow).
• Sort = textual content (This subject incorporates the textual content within the Data article).
• Lively = true (This subject filters the articles to sync solely those which might be lively).

The filter fields are separated by ^, and the tip of the question is represented by EQ. You could 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 might choose Full sync initially so {that a} full synchronization is carried out. It’s essential to choose the frequency of the synchronization as properly. For this submit, we selected Run on demand. If you might want to maintain the data base and incident information extra up-to-date with the ServiceNow occasion, select a shorter window.

9. A subject mapping shall be offered so that you can validate. You gained’t be capable to change the sphere mapping at this stage. Select Add information supply to proceed.

This completes the information supply configuration for Amazon Q Enterprise. The configuration takes a couple of minutes to be accomplished. Watch the display screen for any errors and updates. As soon as the information supply is created, you can be greeted with a message You efficiently created the next information 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’ll 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 Id Middle, choose one, and select Assign. After deciding on the appropriate consumer or group, select Completed.

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

Create an internet expertise

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

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

The deployed utility with the appliance standing shall be proven within the Amazon Q Enterprise > Purposes console as proven within the following screenshot.

Synchronize the information supply

As soon as the information supply is configured efficiently, it’s time to start out the synchronization. To start this course of, the ServiceNow fields that require synchronization have to be up to date. As a result of we intend to get solutions from the data 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 Purposes 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 Area 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. Be sure that the Standing is Accomplished, as proven within the following screenshot, earlier than continuing additional. If you happen to discover any error, you may select the error hyperlink. The error hyperlink will take you to Amazon CloudWatch Logs to inspecting the logs for additional troubleshooting.

Create ServiceNow plugin

A ServiceNow plugin in Amazon Q Enterprise helps you create incidents in ServiceNow via 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. Beneath 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 Title 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 shall 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 Purposes from the navigation pane. The net expertise URL shall be offered for every Amazon Q Enterprise utility.

2. Select the Internet expertise URL to open the chat interface. Enter an IAM Id Middle username and password that was assigned to this utility. The next screenshot reveals the Sign up

Now you can ask questions and obtain responses, as proven within the following picture. The solutions shall be particular to your group and are retrieved from the data 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 info associated to the incident. On this window, you may present extra info associated to the ticket and select Create.

This can create a ServiceNow incident utilizing the online expertise of Amazon Q Enterprise with out signing in to ServiceNow. You might confirm the ticket within the ServiceNow console as proven within the subsequent screenshot.

Conclusion

On this submit, we confirmed how Kyndryl is utilizing Amazon Q Enterprise to allow pure language conversations with ServiceNow utilizing the ServiceNow connector offered 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 assist you benefit from the facility of Amazon Q Enterprise in your ServiceNow wants.

In regards to the authors

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

Sujith R Pillai is a cloud answer architect within the Cloud Middle of Excellence at Kyndryl with intensive expertise in infrastructure structure and implementation throughout numerous industries. Together with his robust background in cloud options, he has led a number of know-how transformation initiatives for Kyndryl clients.