دانلود کتاب مدیریت هوشمند خدمات فناوری اطلاعات ServiceNow – راهنمای جامع پیاده‌سازی قابلیت‌های هوش مصنوعی پلتفرم‌ها برای مدیران فناوری اطلاعات

We live in a world where change is no longer a disruption, it’s the default. And in this dynamic environment, IT Service Management (ITSM) is undergoing a quiet but powerful revolution, one that’s being led not just by better tools, but by smarter systems. At the heart of this transformation is ServiceNow, and at the core of ServiceNow’s new direction is artificial intelligence (AI).
This book was born out of conversations with IT managers who were excited about AI but unsure of how to implement it. It was born from the struggle of service desk leads who knew their workflows could be better but couldn’t find a clear starting point. And it was born from my own experiences navigating the crossroads of technology, business strategy, and transformation.
The structure of this book was designed intentionally-with you, the IT leader, in mind.
It is divided into two key sections:
In the first half of the book, the reader will explore how ServiceNow has grown from a conventional ITSM platform into a powerhouse of AI-driven capabilities. From Predictive Intelligence to Natural Language Processing (NLP) and Generative AI, you’ll see how these capabilities enhance everything from incident resolution to automating repetitive tasks, all while making IT teams more proactive and effective.
In the second half is where strategy meets action. It is packed with pragmatic advice, step-by-step implementation guidance, and real-world use cases to help organizations build a strong, AI-enabled, autonomous yet responsible ServiceNow instance. Whether you’re leading a team or managing IT operations, this section equips you with the know-
how to navigate the challenges of AI adoption and deliver real results.
Every chapter blends practical implementation advice with strategic insights, ensuring that both the “why” and the “how” are addressed. The goal is not just to teach you how to deploy ServiceNow’s AI features, but to help you lead transformation with confidence.
Whether you read this book front to back, or jump into chapters as needed, my hope is that it becomes your companion in building an intelligent, future-ready ITSM environment.