Intelligent AI Assistant for ServiceNow Change Requests

This document is a technical report that outlines the challenges organizations face in accurately classifying change requests within ServiceNow. It describes the issues stemming from inconsistent governance and reliance on manual validation, which can lead to compliance risks and operational inefficiencies. The report presents a solution involving an AI engine that validates key data fields in the ServiceNow Change Request user form and assists users by suggesting the correct change request category. Additionally, it details the implementation of a smarter recommendation system that operates on a Retrieval Augmented Generation (RAG) pipeline, providing context-aware category recommendations. The results include enhanced compliance with Sarbanes-Oxley (SoX) regulations, improved build quality, and a streamlined user experience across IT operations. Overall, the report emphasizes the benefits of integrating AI-driven insights into the change request classification process to optimize efficiency and governance alignment.