IBM and ServiceNow: Using artificial intelligence to automate IT and reduce costs and risks

IBM

Frankfurt-IBM (New York Stock Exchange: IBM) and ServiceNow (New York Stock Exchange: 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. Due to the added time and additional availability of IT resources, and the elimination of maintenance activities, the company can concentrate on executing the transformation projects needed to meet digital demands.

“AI is one of the biggest driving forces accelerating the transformation of the IT industry, and the result is that every company has quickly become an AI company,” Arvind Krishna, CEO of Von IBM. By cooperating 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 for customers to use automation to transform their IT operations. “

“For every CEO, digital transformation has become a necessity.” ServiceNow CEO Bill McDermott. “Since ServiceNow has led the workflow revolution, we have found a strong partner in IBM that combines the intelligent automation capabilities of our Now Now platform with the powerful capabilities of Watson AIOps. We focus on promoting productivity, innovation and growth. Cross-generation optimization. Therefore, ServiceNow and IBM are helping 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. But in today’s technology-oriented organizations, even the smallest IT failure can have a huge economic impact on sales and a good reputation.

By automating traditional manual IT processes and increasing IT productivity, this partnership will help customers meet these challenges and avoid unnecessary revenue and reputation losses.

IBM and ServiceNow initially focused on:

  • Unified solution: IBM and ServiceNow will provide the first joint IT solution of its kind, combining IBM Watson AIOps with intelligent workflow capabilities and ServiceNow’s market-leading products IT Service Management (ITSM) and IT Operation Management (ITOM) to solve IT problems and prevent comprehensive prevention And remedy. Now organizations can use ServiceNow ITSM and input historical event data into Watson AIOps machine learning algorithms 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 insight into operational processes, and faster response to incidents and problems.

Specific product features include:

  • ServiceNow ITSM Enable IT departments to provide scalable services on a single cloud platform, thereby increasing productivity by 20%.
  • ServiceNow ITOM visibility Automatically provide almost real-time visibility from the local configuration management database to the actual operating status of all resources and all services within the company.
  • IBM Watson AIOps Use AI to automatically detect, diagnose, respond and repair IT abnormalities 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%.
  • service: 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 co-invests in the training and certification of IBM employees, thus ensuring the success of its customers.

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 by AI algorithms and benchmarks, thereby making the data more useful to agents and allowing AI to be retrained over time.

He said: “Companies are under increasing pressure to keep up with the digitalization of cloud-firsts to meet the needs of their customers.” Stephen Elliot, Vice President of IDC DevOps and Management Software Program. “C-Suite is transforming work processes to gain insights and automate them to provide companies with more effective customer loyalty models and cost reduction strategies. At the same time, they want to simplify IT operations and improve the relationship between IT and company stakeholders. cooperation.”

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 achieved through a joint listing strategy and will be listed from IBM later this year. Learn more about the expanded partnership between IBM and ServiceNow here: https://www.ibm.com/watson/aiops (ServiceNow / mc / ps)

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