Author: István Görgei
In my presentation, I introduced a ServiceNow-based AI solution that streamlines WBS generation and skill-driven resource management. Beyond improving project-level tasks and allocations, AI enhances data quality, essential for portfolio-level decision-making. Reliable, granular data from individual projects enables better resource allocation, risk assessment, and strategic planning, transforming how we manage project portfolios.
This particular use case was inspired by the conference theme and brought to life specifically for this event. It aims to demonstrate AI's capabilities when properly integrated with our existing project management tools. The functionality presented can work in several different use cases, but for now, we are focusing on this one.
The AI model has been pre-configured, trained, and tailored to assist in this demo. This is an internal proof of concept to validate our envisioned future vision.
I will describe the material presented and how AI Assist can improve resource allocation.
I. The Service Portal:
The Service Portal is designed to provide a more modern, intuitive, and mobile-friendly experience. It enables users to submit requests, access information, and track incidents without navigating ServiceNow's more complex backend interface. It is now empowered with Now Assist, which provides intelligent, context-aware suggestions and user responses through chatbots, improving self-service experiences.
We have integrated Now Assist with our trained OpenAI.
In this example screenshot, our Project Manager has requested a new project and provided high-level details.
“We have purchased a new office, where the water and AC systems need to be checked. The project length and OPEX costs will be determined based on the project tasks and resource utilization.”
The AI has been trained specifically for facilities-related projects. It has already created several projects in this area and learned how to handle these requests from those activities.
This provides the users with a one-stop shop for all their queries and incidents. With our integration, they can even create a barebone project by simply providing high-level details.
II. Project workspace
Project Workspace provides a comprehensive view of crucial project-related data and tools, enabling better control and visibility over projects, tasks, and resources. The AI has generated the barebone project but needs essential information, such as the project tasks and the business case.
Based on our research conducted with project managers from multiple organizations, one of the critical challenges they face is completing manual tasks, such as filling out the business case. In many cases, they add “TBD” (to be determined) in the description, which creates additional work for several stakeholders later.
Even for these manual tasks, we can rely on AI. Once we select the AI Assist button, our AI model will fill out the business case and create the project tasks based on its historical data.
The AI has not only created the project tasks and, therefore, defined the project’s length but has also specified what skills are required for the various tasks and provided a brief description. All this data, such as the project length, is easily adjustable by the PM with simple drag-and-drop or text input.
III. Resource assignment
We will need manpower to complete these tasks. At the bottom, under “Resource assignment,” there are “No records to display,” but these will change soon. One of the main capabilities of ServiceNow and the Capture AI integration is that it not only looks for available resources but will do so based on the required skills specified by the AI for the selected task.
As we can see, the assigned person matches the required skills and is completely available for the project task.
As we’ve seen, through the capabilities of the Capture AI solution integrated with ServiceNow, we were able to:
- Swiftly create a project by providing high-level information
- Create the business case, removing manual, time-consuming tasks
- Create the project tasks and specify requirements based on previous projects
- Assign available resources with the necessary skillset
Finally, we are exploring additional resource management topics for future opportunities, such as the automated update of resource skills based on completed tasks and the expansion of general skillsets in a similar manner. All of this would be achieved by workflows with approval processes.
Furthermore, we are examining the possibility of enabling portfolio-level reorganization based on project and activity rankings, including simulations and the necessary change management tasks on the project side.