IBM and ServiceNow help companies use AI to automate IT and reduce costs and risks

Expanded the strategic partnership, combining Watson AIOps with ServiceNow IT service management and IT operation management visibility to help companies solve and prevent IT problems on a large scale

IBM and ServiceNow today announced the expansion of their strategic partnership, which aims to help companies reduce operational risks and reduce costs through the application of AI to automate IT operations. The new joint solution will be available later this year. It will combine IBM’s AI-enabled hybrid cloud software and professional services with ServiceNow’s intelligent workflow capabilities and market-leading IT services and operations management products.

The solution aims to help customers gain deeper, AI-driven insights from their data, create benchmarks for typical IT environments, and take concise recommended measures against abnormal behaviors to help prevent and repair IT problems on a large scale. Together, IBM and ServiceNow can help companies free up valuable time and IT resources from maintenance activities and focus on driving the necessary transformation projects to support the digital needs of their business.

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“To the extent that every company has quickly become an AI company, AI is one of the biggest forces driving change in the IT industry.” Arvind Krishna (Arvind Krishna), IBM CEO. By cooperating with ServiceNow and its market-leading Now Platform, customers will be able to use AI to quickly reduce the cost of unforeseen IT events. Watson AIOps with the ServiceNow Now platform is a powerful new way for customers to use automation to transform their IT operations. “

The CEO of ServiceNow said: “For every CEO, digital transformation has changed from an opportunity to an inevitable. Bill McDermott. “As ServiceNow leads the workflow revolution, our cooperation with IBM combines the intelligent automation capabilities of the Now Platform with the powerful capabilities of Watson AIOps. We are focused on driving intergenerational advancements in productivity, innovation and growth. ServiceNow and IBM are helping customers Meet the digital needs of 21st century enterprises.”

Organizations are under pressure to provide innovation and create outstanding experiences for customers and employees, while increasing efficiency and reducing costs and IT risks. However, in today’s technology-driven organizations, even the smallest disruption can have a huge economic impact on revenue and reputation loss. This partnership will help customers meet these challenges and avoid unnecessary revenue and reputation loss by automating old manual IT processes and increasing IT productivity.

IBM and ServiceNow will initially focus on:

• Joint solution: IBM and ServiceNow will provide the first IT solution of its kind. The solution combines IBM Watson AIOps with ServiceNow’s intelligent workflow capabilities and market-leading ITSM and ITOM Visibility products to help customers prevent and repair IT problems on a large scale. Now, companies using ServiceNow ITSM can push historical event data to Watson AIOps’ deep machine learning algorithm to create a benchmark for their normal IT environment, and at the same time, it can help them identify abnormalities outside of the normal, which may cost a certain amount time. Based on the preliminary results of specific Watson AIOps early adopter customers, the time for manual identification can be extended by up to 60%. The joint solution will position customers to improve employee productivity, understand their operational footprint more clearly, and respond to incidents and problems faster.

Specific product features will include:

• • ServiceNow ITSM Allowing IT to provide scalable services on a single cloud platform is estimated to increase productivity by 20%.
  • ServiceNow ITOM visibility Automatically provide near real-time visibility to the true operating status of all resources and all business services from the local configuration management database.
  • IBM Watson AIOps Use AI to automate how companies can detect, diagnose, respond and repair IT anomalies in real time. The solution is designed to help CIOs make more informed decisions when predicting and adjusting future results, focus resources on high-value work, and build smarter and smarter applications with longer response times and longer runtimes program. According to a recent preliminary proof-of-concept project with a customer, using Watson AIOps, the average time to resolve incidents was reduced by 65%.
• service: IBM is expanding its global ServiceNow business to include other functions that provide consulting, implementation and managed services on the Now platform. Highly skilled IBM practitioners will use their expertise to quickly provide customers with valuable insights and innovations. IBM Services professionals will also introduce smart workflows to clients to help increase resilience and reduce IT risks. ServiceNow jointly invests in the training and certification of IBM employees and specialized personnel to ensure customer success.

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For example, using a joint solution from IBM and ServiceNow, banks will be able to get a complete view of events from start to finish. With the help of Watson AIOps’ advice and in-depth diagnosis, service agents can quickly understand events without leaving the ServiceNow ITSM platform. Watson AIOps can not only use the agent’s own knowledge and research, but also provide anomaly detection and automatic recommendations for historical in-depth analysis of previous events. Using ServiceNow’s incident management tools, actions and insights can be recorded for review and use of future insights. Watson AIOps can then push important context into the tickets, which can only be discovered through AI algorithms and benchmarking techniques, thereby helping to make the data more useful to the agent and retraining the AI ​​over time.

“In order to meet the needs of customers, companies are facing increasing pressure to adapt to the digitalization pace of the cloud-first market,” Stephen Elliott, Vice President of IDC DevOps and Management Software Programs. “C-suite is transforming workflows to provide insights and automation to provide companies with more effective customer engagement models and cost control strategies, while simplifying IT operations and enhancing collaboration between IT and business stakeholders.”

Today’s news reinforces the previously announced partnership between IBM and ServiceNow to help companies simplify IT operations in multi-cloud environments.

Also today, IBM announced the establishment of the AIOps Elite team-a new free senior participation team dedicated to designing AIOps in the client environment and building and improving AI models.