IBM and ServiceNow help companies use AI to automate IT

Expand partnerships and combine Watson AIOps with ServiceNow’s IT service management and IT operational management visibility to help companies solve and prevent IT problems on a large scale

IBM and ServiceNow announced the expansion of their partnership through the application of AI to automate IT operations, aimed at helping companies reduce operational risks and reduce costs. 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 is designed 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 the transformation projects necessary to support the digital needs of their business.

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IBM CEO Arvind Krishna said: “To the extent that every company is rapidly becoming an AI company, AI is one of the biggest forces driving change in the IT industry.” By working with ServiceNow and its market-leading Now Platform, customers will be able 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. “

ServiceNow CEO Bill McDermott said: “For every CEO, digital transformation has changed from an opportunity to an inevitable.” “As ServiceNow leads the workflow revolution, our cooperation with IBM combines the intelligent automation capabilities of the Now Platform with Watson AIOps. Combining the powerful features of the company. We focus 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. Market research firm Aberdeen (Aberdeen) expects downtime to be approximately $260,000 per hour. 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 joint IT solution of its kind, which combines the intelligent workflow capabilities of IBM Watson AIOps and ServiceNow, as well as market-leading IT service management (ITSM) and IT operations management (ITOM) visibility products. Together to help 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 have the ability to help them identify abnormalities outside of normal, which may cost Certain time. According to the preliminary results of Watson AIOps’ early adopter customers, manual identification takes 60% longer. The joint solution will position customers to improve employee productivity, understand their operational footprint more clearly, and respond to incidents and problems faster.

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Specific product features will include:

of ServiceNow ITSM Allowing IT to provide scalable services on a single cloud platform is estimated to increase productivity by 20%.
of 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.
of 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 responsive smart applications with longer response times and longer running times. Using Watson AIOps, this is the average time to resolve the incident. According to the recent preliminary proof-of-concept project with the customer, the data can be reduced by 65%.

· service: IBM is expanding its global ServiceNow collaboration 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.

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.

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.

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