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 ways Kyndryl, an AWS Premier Tier Companies Associate and IT infrastructure companies supplier that designs, builds, manages, and modernizes complicated, mission-critical data techniques, built-in Amazon Q Enterprise with ServiceNow in just a few easy steps. You’ll learn to configure Amazon Q Enterprise and ServiceNow, create a generative AI plugin in your ServiceNow incidents, and check and work together with ServiceNow utilizing the Amazon Q Enterprise internet 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 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 information from a number of repositories into one container index. Amazon Q Enterprise has two forms of retrievers: native retrievers and present retrievers utilizing Amazon Kendra. The native retrievers help 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 gives a plugin characteristic for performing actions resembling creating incidents in ServiceNow.

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

1. Create a person 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 software and configure the ServiceNow information supply and retriever in Amazon Q Enterprise
4. Synchronize the info supply
5. Create a ServiceNow plugin in Amazon Q Enterprise

Conditions

To run this software, you will need to have an Amazon Internet Companies (AWS) account, an AWS Identification and Entry Administration (IAM) position, and a person 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 Internet Companies account?

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

You additionally want a ServiceNow person with incident_manager and knowledge_admin permissions to create and think about data base articles and to create incidents. We use a developer occasion of ServiceNow for this publish for instance. Yow will discover out 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

Comply with these steps to create a data base article:

1. Register 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, you could create a brand new class.
4. Present a Brief 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 software

Amazon Q affords 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

Comply with 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 Utility title. In Service entry, choose Create and use a brand new service-linked position (SLR). For extra details about instance service roles, see IAM roles for Amazon Q Enterprise. For data on service-linked roles, together with 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 information sources

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

1. Enter “ServiceNow” to look 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 offer extra particulars concerning the information supply. Underneath Authentication, choose Primary 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 may be connecting to the ServiceNow by the web. You might select to create a brand new service position beneath IAM position. This can create a task particularly for this software.

6. Within the instance, we synchronize the ServiceNow data base articles and incidents. Present the knowledge as proven within the following picture beneath. 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 area accommodates the textual content within the Data article).
• Energetic = true (This area filters the articles to sync solely those which can be lively).

The filter fields are separated by ^, and the tip of the question is represented by EQ. Yow will discover extra particulars concerning 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. You should choose the frequency of the synchronization as properly. For this publish, we selected Run on demand. If you could preserve the data base and incident information extra up-to-date with the ServiceNow occasion, select a shorter window.

9. A area mapping shall be supplied so that you can validate. You received’t be capable of change the sphere mapping at this stage. Select Add information 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 may be greeted with a message You efficiently created the next information supply: ‘ServiceNow-Datasource’

Add customers and teams

Comply with 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 can be offered with the choice of Add and assign new customers or Assign present customers and teams. Choose Assign present customers and teams. Select Subsequent, as proven within the following picture.

3. Seek for an present person or group in your IAM Identification Middle, choose one, and select Assign. After deciding on the proper person or group, select Completed.

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

Create an internet expertise

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

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

The deployed software with the applying standing shall be proven within the Amazon Q Enterprise > Purposes 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 have to be up to date. As a result of we intend to get solutions from the data base content material, the textual content area 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 knowledge to be synchronized. Be sure that the Standing is Accomplished, as proven within the following screenshot, earlier than continuing additional. In the event you discover any error, you possibly can 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 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 position
7. Select Add plugin

8. The standing of the plugin shall be proven within the Plugins If Plugin standing is Energetic, 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 online expertise URL shall be supplied for every Amazon Q Enterprise software.

2. Select the Internet expertise URL to open the chat interface. Enter an IAM Identification Middle 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 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 data associated to the incident. On this window, you possibly can present extra data associated to the ticket and select Create.

This can create a ServiceNow incident utilizing the net 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 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 create a ServiceNow plugin that permits customers to create incidents in ServiceNow straight from the Amazon Q Enterprise chat interface. We hope that this tutorial will enable you to benefit from the facility of Amazon Q Enterprise in your ServiceNow wants.

Concerning the authors

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

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