How Kyndryl built-in ServiceNow and Amazon Q Enterprise

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

On this put up, we present you ways Kyndryl, an AWS Premier Tier Companies Associate and IT infrastructure companies supplier that designs, builds, manages, and modernizes advanced, mission-critical data methods, built-in Amazon Q Business with ServiceNow in just a few easy steps. You’ll learn to configure Amazon Q Enterprise and ServiceNow, the best way to create a generative AI plugin in your ServiceNow incidents, and the best way to take a look at and work together with ServiceNow utilizing the Amazon Q Enterprise internet expertise. By the top of this put up, 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.

Resolution overview

Amazon Q Enterprise has three foremost elements: a front-end chat interface, an information supply connector and retriever, and a ServiceNow plugin. Amazon Q Enterprise makes use of AWS Secrets Manager 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.

Information 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 varieties of retrievers: native retrievers and current retrievers utilizing Amazon Kendra. The native retrievers assist a variety of Amazon Q Business connectors, together with ServiceNow. The present retriever choice is for many who have already got an Amazon Kendra retriever and want 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 best 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 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

Conditions

To run this software, it’s essential to have an Amazon Web Services (AWS) account, an AWS Identity and Access Management (IAM) position, 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 new Amazon Web Services account?

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

You additionally want a ServiceNow consumer with incident_manager and knowledge_admin permissions to create and examine data base articles and to create incidents. We use a developer occasion of ServiceNow for this put up for instance. You’ll find out the best way to get the developer occasion in Personal Developer Instances.

Resolution 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. 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, it’s possible you’ll create a brand new class.
4. Present a Quick 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 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 gives 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 Business 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 identify. 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 Business. For data on service-linked roles, together with the best way to handle them, see Using service-linked roles for Amazon Q Business. 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 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 put up.

3. Scroll down the web page to supply extra particulars concerning the knowledge supply. Below Authentication, choose Fundamental authentication. Below 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. Below Configure VPC and safety group, maintain the setting as No VPC as a result of you may be connecting to the ServiceNow by the web. Chances are you’ll select to create a brand new service position underneath IAM position. This can create a job 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 under. Discover that for Filter question the instance reveals the next code.

workflow_state=printed^kb_knowledge_base=dfc19531bf2021003f07e2c1ac0739ab^article_type=textual content^energetic=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 data base named “Data” in ServiceNow).
• Sort = textual content (This discipline accommodates the textual content within the Data article).
• Energetic = true (This discipline filters the articles to sync solely those which are energetic).

The filter fields are separated by ^, and the top of the question is represented by EQ. You’ll find extra particulars concerning the Filter question and different parameters in Connecting Amazon Q Business to ServiceNow Online using the console.

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

8. Chances are you’ll choose Full sync initially so {that a} full synchronization is carried out. It’s essential choose the frequency of the synchronization as nicely. For this put up, we selected Run on demand. If you want to maintain the data base and incident knowledge extra up-to-date with the ServiceNow occasion, select a shorter window.

9. A discipline mapping will probably be offered so that you can validate. You received’t have the ability to change the sphere 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 may be greeted with a message You efficiently created the next knowledge 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’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 Identification Middle, choose one, and select Assign. After choosing the suitable consumer or group, select Finished.

This completes the exercise of assigning the consumer 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 Net expertise service entry part
2. Select Create software

The deployed software with the appliance standing will probably 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 should be up to date. As a result of we intend to get solutions from the data base content material, the textual content discipline 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 all the way 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. For those who 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. Below 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 will probably 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 will probably be offered for every Amazon Q Enterprise software.

2. Select the Net 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 Sign up

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

You’ll be able to 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.

This can create a ServiceNow incident utilizing the net expertise of Amazon Q Enterprise with out signing in to ServiceNow. Chances are you’ll confirm the ticket within the ServiceNow console as proven within the subsequent screenshot.

Conclusion

On this put up, 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 best way to create a ServiceNow plugin that enables customers to create incidents in ServiceNow instantly from the Amazon Q Enterprise chat interface. We hope that this tutorial will make it easier 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 workforce of seasoned technologists supporting International Service Integrators (GSI) equivalent to 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 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 robust background in cloud options, he has led a number of expertise transformation initiatives for Kyndryl prospects.