Orlando – Vom 7.-11. Mai findet das weltweit grösste Service Management Event des Jahres in Orlando, Florida statt: Die ServiceNow Knowledge17, mit über 12’000 internationalen Service-Management-Experten. Am Anlass stellte ServiceNow heute ein neues System vor, das mittels Maschinellem Lernen, wesentliche Verbesserungen in den betrieblichen Abläufen in Unternehmen erzielen kann.
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ServiceNow announces machine learning capabilities to tackle some of the biggest problems in IT today. With ServiceNow Intelligent Automation Engine, companies can now prevent outages before they happen, automatically categorize and route incidents, predict future performance and benchmark performance against IT peers. Capability will also bring machine learning to ServiceNow cloud services for Customer Service, Security and Human Resources (HR).
Most companies today want to innovate and drive transformation, but find that inside they are bogged down by tools, processes and work patterns of the past. The volume of back and forth work across every department for common tasks like resetting of passwords or onboarding new employees is straining the system. By 2020, 86% of companies say they will need greater automation to get their work done. Artificial Intelligence and machine learning provide a way out, but until today, those have been buzzword techniques or technologies looking for a use case.
The ServiceNow Intelligent Automation Engine is machine learning intelligence applied to four of the biggest use cases that IT has today. ServiceNow has taken the combination of massive amounts of contextual operational data, huge R&D investmentand a team of leading data scientists, to address four big challenges for today’s IT organizations – preventing outages, automatically categorizing and routing work, predicting future performance and benchmarking performance against their peers.
“Intelligent automation heralds a new era in workplace productivity,” said Dave Wright, chief strategy officer, ServiceNow. “With this game changing innovation, we have embedded intelligence across our Platform, trained with each customer’s own data, ServiceNow is enabling customers to achieve a quantum leap in the speed and economics of their business.”
Here are the innovations launched today:
- Anomaly Detection to Prevent Outages —ServiceNow has bolstered its ability to help customers predict and prevent service outages with anomaly detection. The algorithm identifies patterns and outlying occurrences that are likely to lead to an outage. Combined with new dynamic threshold measures, the system learns what is the normal range of behavior and flags outliers that can indicate future errors or malfunctions. Initially delivered in Operational Intelligence for IT, the anomaly detection capabilities can correlate past events that led to outages and initiate workflows to pre-empt future problems when the same preceding events are observed again.
- Intelligence to Categorize and Route Work – ServiceNow will make available machine-learning algorithms to each customer’s unique data set based on the DxContinuum acquisition. By learning from past patterns, the Intelligent Automation Engine can predict future outcomes, including determining risks, assigning owners, and categorizing work. Initially, this predictive intelligence capability will be used in the IT Service Management offering to categorize and route IT requests with a high level of accuracy. Learned models set the category of the IT request and assign the task to the right team, as well as calculate associated risk of action or inaction. This capability brings new levels of speed and efficiency to IT delivery, and provides a foundation for the future, where connected devices create orders of magnitude increases in service requests.
- Performance Predictions to Drive Improvements—The Intelligent Automation Engine powers new algorithms in its real-time Performance Analytics application to help customer better determine when they will achieve performance goals. Customers set a performance objective and based on the data profile, Performance Analytics uses the optimal algorithm to predict when they will reach the objective.
- Benchmarks to Evaluate Performance Against Peers – Available today, ServiceNow Benchmarks enables customers to compare their service efficiency to peers- such as similarly sized organizations or companies in the same industry. In the past, comparing performance to peers was difficult if not impossible, now, companies can not only know how they are performing against their own goals, but how their performance compares to like organizations.
The Intelligent Automation Engine is part of the Now Platform™, which powers cloud services to speed and automate work for IT, Security, HR, Customer Service and custom applications for any department. As the platform evolves, all departments and applications will benefit from intelligent automation. By automating both routine and complex processes and predicting outcomes, every organization can dramatically reduce costs, speed time‑to‑resolution and deliver consumer-like experiences for employees, partners and customers.
ServiceNow Customers Lead the Way
ServiceNow customers are particularly well positioned to take advantage of machine learning. The power of the Intelligent Automation Engine is virtually unlimited as it is applied to more and more domains inside and outside their enterprise. Today, ServiceNow is delivering on the promise of intelligent automation by delivering real customer outcomes, tailored to each customer and their own cloud instance.
Reinsurance industry leader Swiss Re uses ServiceNow for its ContactOne service offering to provide end-to-end capability for HR, logistics, IT, legal and other corporate functions. The company has injected intelligent automation into those services to provide an improved customer experience. “As work and change accelerate, so does our comprehensive digital IT strategy,” said Ashish Agarwal, director of Information Technology, Swiss Re. “Adding intelligent automation is important in our transformation to achieve high customer satisfaction but also increased end-to-end productivity». (SN/mc/hfu)
Your enterprise needs to move faster, but lack of process and legacy tools hold you back. Every day, thousands of customer requests, IT incidents, and HR cases follow their own paths—moving back and forth between people, machines and departments. Unstructured. Undocumented. Unimproved for years. With the ServiceNow® System of Action™ you can replace these unstructured work patterns of the past with intelligent workflows of the future. Now every employee, customer and machine can make requests on a single cloud platform. Every department working on these requests can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights and drive to action. Your employees are energized. Your service levels improve. And you realize game-changing economics. Work at Lightspeed™. To find out how, visit www.servicenow.com.