ServiceNow is a platform that thrives on empowering businesses through automation, enabling developers to build innovative solutions that streamline workflows and improve customer experiences.
In recent years, Generative AI (GenAI) has emerged as a transformative technology, promising to reshape how we approach software development. But what does this mean for ServiceNow developers? Is GenAI a tool that will enhance their work, or does it present new challenges that could complicate their role?
In this blog, we will discuss the impact of Generative AI on the daily work of ServiceNow developers and set the gain against the pain it introduces.
Understanding Generative AI within the ServiceNow Context
Generative AI is a set of different algorithms that can create something new, like text, images, or even code, having learned from large existing datasets. From the perspective of ServiceNow developer, GenAI could revolutionize how developers build and extend solutions. ServiceNow is embedding AI directly into the platform—with tools like Now Assist for Developers—to help with everything from writing scripts to debugging problems in a workflow.
However, the real impact of Generative AI on developers is more than just augmenting tools. It fundamentally redefines the developer's role, pushing the limit of what can be automated while raising wide concerns about the complexity and adaptability of these technologies themselves.
Potential Benefits of Generative AI for ServiceNow Developers
1. Improving Productivity
One of GenAI’s loud and clear promises is increasing developers' productivity. Automating routine coding activities by AI releases resources to a developer for higher-order and value-generating activities. For example, AI can help create script templates or even suggest improvements on the fly to optimize performance. In that process, manual effort is reduced on repetitive tasks. Apart from shortening development cycles, this ensures higher consistency in quality output.
Because AI handles the mundane, developers are free to innovate and experiment, minus the tedium usually associated with application development. In effect, GenAI turns development into an easier, more creative process.
- 95% of developers use generative AI tools to write code, which helps them complete tasks 55% faster than those not using such tools (GitHub)1.
- Generative AI tools have improved developers' ability to meet coding deadlines by 25% to 30% (McKinsey)2.
2. Improved Troubleshooting and Debugging
Debugging is a significant part of any developer's daily routine and consumes a large fraction of the development timeline to find bugs and fix them. GenAI can alleviate that by scanning code for potential errors, suggesting how to fix them, and even writing an alternative code snippet to solve the problem.
ServiceNow integrates AI-driven tools, which troubleshoot with minimal human error and reduce the time taken to find a problem, saving time for the developers to work on refinement and functionality enhancement. This AI support leads to faster resolution times and improves the quality of the code produced.
3. Accelerated Learning and Skill Enhancement
AI can also be an intelligent tutor for a developer to cross over into those unknown territories and pick up new skills quickly. At the same time, whether one is moving into the ServiceNow platform for the first time or application development into another module, the GenAI can provide contextual guidance, recommend best practices, and often explain what the best practices are. This immediacy of support promotes continuous learning wherein developers keep expanding their knowledge base with emerging technologies.
The AI-powered suggestions in areas such as script automation and workflow design will become a good learning tool for less experienced developers who can develop more complex solutions in less time.
Barriers/Challenges Introduced by Generative AI
Yet, with the benefits described, there are challenges related to integrating GenAI into ServiceNow development. Some developers might find these daunting, especially when feeling AI’s involvement disrupts their workflows or erodes value in the creation process.
1. Loss of Control and Creativity
While AI is fit to create code, at times, it seems to take over when developers would want to be involved. Concerns about over-reliance on AI will pop up, and there are concerns about losing control in such a development environment, especially in highly customized solutions where the developer's expertise and creativity take a major role.
They may also be afraid that giving AI so much power will devalue their special problem-solving skills and personal touches in coding.
2. The Learning Curve for AI Tools
Onboarding Generative AI tools means developers must get used to new ways of working. There is a learning curve in adapting to how the AI generates suggestions, how to interpret the recommendations, and when to lean on the AI versus own judgment.
Whereas some developers may more readily welcome this AI-driven support, others may get frustrated with the complexity or unpredictability of AI-generated code that still might need refinement to meet project goals.
3. Ethical and Security Issues
AI-driven automation introduces developers to various ethical and security risks that need consideration. For instance, sensitive data treatment by AI tools is a relevant concern on the ServiceNow platform since workflows often contain private and critical business information.
The developer should crosscheck the solutions provided through AI concerning their compliance with security protocols and the integrity of data.
As AI dictates more business processes, the responsibility to clean up biases in AI algorithms increases. This requires vigilance from the developer to ensure that the ultimate output of the AI tool becomes transparent, non-discriminatory, and fair.
Balancing Act: Coexistence of AI and Developers
The coexistence of AI and developers is not only possible but, more importantly, it is necessary. Rather than a replacement for human skills, developers should regard generative AI as something that would empower their professional abilities.
It can do all the jobs requiring repetition, thereby bringing novelty to perspectives, but creating innovative solutions, fine-tuning AI suggestions, and harvesting results in tune with business objectives always demand the presence of human developers.
Developers can strike the right balance by letting AI do its work yet remaining in full creative and decision-making control.
Real-World Examples of AI in ServiceNow Development
One such great use of AI is Now Assist for Developers at ServiceNow, which utilizes artificial intelligence to help developers with coding, workflow automation, and predictive insight. This is the extra hand a developer needs to work at an extremely brisk pace while maintaining accuracy and consistency.
Another example is the investment in AI for predictive intelligence in customer support workflows. In that respect, AI helps classify incidents, predict resolutions, and even generate knowledge base articles tailored to those specific situations. Also, by integrating such capabilities, ServiceNow reduces developer overhead and improves user experiences.
Future proofing with Generative AI in ServiceNow
As more and more integration of Generative AI happens on the ServiceNow platform, active developers should be one step ahead by upskilling in AI technologies and understanding how these AI-driven tools are doing their work behind the scenes.
AI is not a barrier to be crossed but a stepping stone to take the developers to new heights of productivity and imagination. This can only be possible if one accepts GenAI as a collaborative partner, not a competitive threat. Only then can ServiceNow developers be at the forefront of digital transformation.
Conclusion
Generative AI brings both opportunities and challenges to ServiceNow developers. It has the potential to transform workflows, reduce errors, and enhance learning, but it also raises concerns about creative control and the complexity of adapting to new tools. However, when viewed as an ally rather than a competitor, AI can amplify the work of developers rather than replace it. The future of ServiceNow development lies in striking this balance—allowing AI to enhance productivity while still leaving space for the creativity, insight, and problem-solving skills developers bring.
Ready to harness the power of Generative AI for your ServiceNow development? Contact InMorphis today and let us help you stay ahead with AI-driven solutions that boost productivity and innovation.
References
1. GitHub (How AI code generation works - The GitHub Blog)
