On October 15, 2020, Frankfurt-IBM (NYSE: IBM) and ServiceNow (NYSE: NOW) announced the expansion of their strategic partnership. They hope to jointly use artificial intelligence to help companies achieve IT automation, thereby reducing risks and costs. This collaboration enhances ServiceNow’s intelligent workflow capabilities, leading IT services and operations management solutions, and IBM’s powerful AI-supported hybrid cloud software. The solution will be available later this year.
With this solution, customers can obtain more in-depth data insights supported by AI, create an ideal IT environment state, and can take concise suggested measures against abnormal events to prevent and correct IT problems, thereby avoiding problems. With the additional availability of new time and IT resources, and the elimination of maintenance activities, the company can concentrate on executing the transformation projects needed to meet digital demands.
IBM CEO Arvind Krishna said: “AI is one of the biggest driving forces for accelerating IT industry change. As a result, every company will quickly become an AI company. Through the cooperation with ServiceNow and the market-leading Now Platform, customers will be able to Use AI to quickly avoid unforeseen IT costs. Watson AIOps on the ServiceNow Now platform is a powerful new way that customers can use automation to transform their IT operations.”
ServiceNow CEO Bill McDermott explained: “For every CEO, digital transformation has changed from an opportunity to a necessity. As ServiceNow leads the workflow revolution, we have found a strong partner in IBM who can also use the Now Platform The intelligent automation capabilities of the company. Combining the powerful power of Watson AIOps. We focus on driving productivity, innovation and growth across generations of optimization. ServiceNow and IBM help their customers meet the digital needs of 21st century companies.”
Companies are under pressure to innovate and need to create outstanding experiences for customers and employees, while increasing efficiency and reducing costs and risks. However, in today’s technology-oriented organizations, even the smallest IT failure can have a huge economic impact on sales and a good reputation.
This partnership will help customers deal with these challenges by automating classic manual IT processes and increasing IT productivity, avoiding unnecessary revenue and reputation losses.
IBM and ServiceNow initially focused on:
• Joint solution: IBM and ServiceNow will provide the first such joint IT solution, which combines IBM Watson AIOps with intelligent workflow functions and ServiceNow’s market-leading products IT Service Management (ITSM) and IT Operation Management (ITOM) in Together, comprehensively prevent and correct IT problems. Now organizations can use ServiceNow ITSM and input historical event data into the Watson AIOps machine learning algorithm to create the ideal state of their IT environment. At the same time, they can quickly identify abnormal situations outside the ideal state, and the manual processing process will take 60% of the time. The discovery of the original Watson AIOps customer proves this. Joint solutions can also increase employee productivity, better understand operational processes, and react to incidents and problems faster.
Specific product features include:
o ServiceNow ITSM enables IT departments to provide scalable services on a single cloud platform, thereby increasing productivity by 20%.
o ServiceNow ITOM visibility automatically provides near real-time visibility from the local configuration management database to the actual operating status of all resources and all services company-wide.
o IBM Watson AIOps uses AI to automatically detect, diagnose, respond and repair IT anomalies in real time. The solution is designed to help CIOs make better decisions, focus resources on value-added work, and develop smarter applications with longer response times. According to the first proof-of-concept project recently conducted with a customer, the use of Watson AIOps reduced the average time to resolve incidents by 65%.
• Services: IBM is expanding its global ServiceNow activities to provide other functions, consulting, implementation and services on the Now platform. Highly qualified IBM experts will use their expertise and ensure that valuable insights and innovations are quickly delivered to customers. IBM service experts will also help clients use smart workflows to increase flexibility, reduce IT risks and resolve incidents faster. ServiceNow jointly invests in the training and certification of IBM employees, thus ensuring the success of the client.
For example, with the joint solution of IBM and ServiceNow, financial institutions can obtain a transparent overview of events from start to finish. With the help of Watson AIOps’ recommendations and comprehensive diagnosis, service agents can quickly grasp events without leaving ServiceNow’s ITSM platform. Watson AIOps not only uses the agent’s own knowledge and research, but also provides anomaly detection and automatic recommendations for historical in-depth analysis of previous events. Using ServiceNow’s incident management tool, all operations and insights can be recorded for review purposes and use future insights. Watson AIOps pushes important connections to trouble tickets that can only be discovered through AI algorithms and benchmarks, thereby making the data more useful to agents and allowing AI to retrain over time.
Stephen Elliot, vice president of IDC’s DevOps and Management Software Program, said: “Companies are under increasing pressure to adapt to the digitalization of cloud-firsts to meet the needs of their customers.” Suite changed the workflow to gain insights and implement them. Automation, thereby providing companies with more effective customer loyalty models and cost reduction strategies, while also aiming to simplify IT operations and improve collaboration between IT and business stakeholders. ”
Today’s announcement confirms the previously announced partnership between IBM and ServiceNow to help companies simplify IT operations in a multi-cloud environment.
Also today, IBM announced the establishment of the AIOps Elite team-a new volunteer team dedicated to developing AIOps in customer environments and creating and simplifying AI models.
Availability
The new joint solution is made possible through a joint market entry strategy and will be available from IBM later this year. You can find more information about the expanded partnership between IBM and ServiceNow here: https://www.ibm.com/watson/aiops
Use of forward-looking statements
This version contains “forward-looking statements” regarding the expectations, beliefs, plans and intentions of the expanded partnership between IBM and ServiceNow. These forward-looking statements include statements about the expected performance and benefits of our new joint solution and joint listing strategy. Forward-looking statements are subject to known and unknown risks and uncertainties, and are based on potentially inaccurate assumptions that may cause actual results to differ materially from the expectations or implied material of the forward-looking statements. If any such risks or uncertainties become reality, or any assumptions prove to be incorrect, our results may differ materially from the results expressed or implied by our forward-looking statements. We do not undertake and do not intend to update forward-looking statements. Factors that may cause actual results to differ materially from the results of any forward-looking statement include: (i) delays and unexpected difficulties and expenses related to the solution; (ii) uncertain whether the sales of the solution can prove the strategy and The rationality of the investment; (iii) Changes in the regulatory environment related to the solution. The documents we file with the US Securities and Exchange Commission from time to time contain more information about factors that may affect our financial and other results.
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About IBM
For more information about IBM, see www.ibm.com. Statements about IBM’s future directions and intentions are subject to change or withdrawal without notice, and they only represent goals and intentions.
About ServiceNow
ServiceNow (NYSE:NOW) has created a world with less work. Our cloud-based platform and related solutions can bring an excellent user experience to digital workflows so that employees and companies can work more efficiently. For more information, please visit: www.servicenow.de.
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