Technology and processes key to AI strategies

Generative AI provides the capabilities for CSPs to leverage new opportunities including text-to-code, text-to-flow and knowledge article generation. But it also raises questions around privacy, data and guardrails, and which large language model (LLM) is right for which use case. Romit Ghose, Senior Director, Product Management, TMT, ServiceNow, says CSPs must first understand what implementing and productizing GenAI entails from a technology and process standpoint.