ServiceNow AI Agent Well-Architected Review Framework

This document is a guide that presents a framework for developing production-ready agentic use cases within the ServiceNow environment. It outlines the essential pillars that contribute to the well-architected design of AI agents, including agent design and architecture, security and compliance, reliability, operational excellence, cost optimization and value measurement, and user experience. Each pillar is further detailed with design principles, assessment questions, leading practices, and common pitfalls to avoid. The guide also includes a section on running and scoring the framework assessment, providing a structured approach to evaluate the implementation of these principles. Appendices offer additional resources and further reading to support users in applying the framework effectively. This comprehensive approach aims to ensure that AI agents are not only functional but also secure, reliable, and aligned with organizational goals.