IBM combines Watson AIOps with ServiceNow applications

IBM and ServiceNow announced an expanded partnership to help companies reduce operational risks and costs through the application of AI to automate IT operations. The joint solution will be available later this year. It will combine IBM’s AI-supported hybrid cloud software and business services, as well as ServiceNow’s intelligent workflow, industry-leading IT services and operations management products.

The solution is designed to help customers obtain better, AI-driven insights from data, create reference points for standard IT environments, and take concise suggested measures based on abnormal behavior to solve IT problems on a large scale. Remedy and prevention. Together, IBM and ServiceNow eliminate the need for customers to devote valuable time and IT resources to maintenance activities, allowing them to focus on the transformation projects needed to meet digital business needs.

IBM CEO Arvind Krishna said: “Artificial intelligence is one of the biggest drivers of IT industry change, and every company has quickly become an AI company. “By working with ServiceNow and its industry-leading Now Platform, customers can use AI to quickly Reduce unforeseen costs caused by IT incidents. Watson AIOps with the ServiceNow Now platform is a powerful way for customers to use automation to transform their IT operations. “

ServiceNow CEO Bill McDermott said: “Digital transformation is no longer an opportunity for the CEO, but a necessity.” “ServiceNow is at the forefront of the workflow revolution. Our collaboration with IBM combines the intelligent automation capabilities of the Now Platform with Watson AIOps’ Combining powerful functions. We hope to take a big step in productivity, innovation and growth. ServiceNow and IBM help customers meet the digital needs of doing business in the 21st century.”

Companies are under pressure to innovate and need to create a good experience for customers and employees, while operating more efficiently while keeping costs and IT risks low. However, today’s organizations rely heavily on technology, so even the smallest failure can have a significant economic impact on revenue and reputation. By automating legacy, manual processes and increasing IT productivity, this partnership can help customers meet these challenges and avoid unnecessary revenue loss and reputation loss.

IBM and ServiceNow will initially focus on:

Joint solution: IBM and ServiceNow will provide the first joint IT solution of its kind. It will combine IBM Watson AIOps with ServiceNow’s intelligent workflow capabilities and industry-leading ITSM and ITOM visibility products to help customers Scale to solve IT problems and prevent it. Companies using ServiceNow ITSM can put historical data about events into Watson AIOps’ deep learning algorithms to create a reference point for their normal IT environment and identify anomalies from it. The experience of customers who have already used Watson AIOps shows that it would take one person 60% of the time to complete this operation manually. Joint solutions enable customers to improve the employee experience, gain a deeper understanding of their operational footprint, and respond to incidents and issues faster.

Specific product options include:
ServiceNow ITSM enables IT departments to provide scalable services on a single cloud platform and is estimated to increase productivity by 20%.
ServiceNow ITOM visibility automatically provides near real-time insight into the actual operating status of all resources and all business services from the local configuration management database.
IBM Watson AIOps uses AI to automate the way large companies sense, identify, resolve and correct IT anomalies in real time. The solution is designed to help CIOs make informed decisions to predict and shape future results, use resources for more valuable work, and build smart applications with longer response times. A proof-of-concept project with a customer showed that using Watson AIOps can reduce the average incident recovery time by 65%.

Services: IBM is expanding its global ServiceNow business to provide more features to provide consulting, implementation and hosting services on the Now Platform. Highly qualified IBM professionals will use their expertise to quickly provide customers with valuable insights and innovations. IBM Services professionals also introduce clients to smart workflows to increase resilience and reduce IT risks. ServiceNow also invests in training and certification of IBM employees to achieve customer success.

For example, by using the joint solution of IBM and ServiceNow, the bank can fully understand the incident from beginning to end. With the help of Watson AIOps’ suggestions and in-depth diagnosis, service agents can quickly handle incidents without leaving the ServiceNow ITSM platform. Watson AIOps provides anomaly detection and automatic recommendations based on in-depth analysis of previous events. Using ServiceNow’s incident management tools, actions and insights can be stored for review purposes and future insights. Then, Watson AIOps can send important context to the ticket (discovered only through AI algorithms and baseline techniques) to make the data more suitable for agent use, and retrain the AI ​​over time.

Stephen Elliot, vice president of IDC’s DevOps and Management Software Program, said: “The company is under increasing pressure to keep up with the digitalization of the cloud-first market to meet the needs of its customers.” “Senior executives can adjust the workflow to Provide insights and automation to obtain more effective customer engagement models and cost management strategies. At the same time, IT operations must be simplified and the cooperation between IT and business stakeholders must be improved.”

The news reinforces the previously announced cooperation between IBM and ServiceNow to help the company simplify IT operations for multi-cloud environments.

IBM also announced the establishment of the AIOps Elite team-a new experienced team dedicated to designing AIOps and building and improving AI models in customer environments for free.

Availability
The new joint solution is supported by the joint market strategy and will be available from IBM later this year. More information about the expanded collaboration between IBM and ServiceNow can be found here.