IBM Watson brings AIOps to ServiceNow-

ServiceNow has strengthened its strategic partnership with IBM and will utilize IBM Watson throughout its product suite. Using Watson AI Ops, launched in May this year, it aims to help customers reduce operational risks and reduce customer costs. It will achieve this goal by providing improved insights and more information. Watson will provide support for ServiceNow’s IT service management and IT operations management to help companies identify and solve or prevent IT problems.

IBM CEO Arvind Krishna commented: To the extent that every company has quickly become an AI company, AI is one of the biggest forces driving changes in the IT industry. 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. “

This will bring the relationship between the two companies into a new phase. The two companies announced in 2018 that IBM will expand its multi-cloud management platform through ServiceNow’s IT service management and IT operations management solutions.

ServiceNow Chief Executive Bill McDermott added: “For every CEO, digital transformation has changed from opportunity to inevitable. 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. Focusing on intergenerational advancements in productivity, innovation and growth. ServiceNow and IBM are helping clients meet the digital needs of 21st century enterprises.”

Partnership with material

This partnership will continue to provide substantial support. IBM and ServiceNow will work on solutions that combine IBM Watson AIOps with ServiceNow’s intelligent workflow capabilities and market-leading IT service management (ITSM) and IT operations management (ITOM) visibility products.

ServiceNow ITSM will push current and historical event information to Watson. Once there, Watson AIOps will identify anomalies in the data and is committed to providing root cause analysis of the failure. According to ServiceNow, it takes 60% of the time to manually identify it. ServiceNow did not prove this number, and in some respects it seems arbitrary. Watson may surface, and it will take longer for humans to find a solution.

After IBM Watson AIOps completes the learning process, it can provide real-time analysis, insights and suggestions for current abnormalities and failures. This can help prevent future downtime through preventive maintenance. Perhaps the performance degradation of the storage array, and other factors Watson may emphasize, will cause the disk drive to fail. If IT replaces the drive before it completely fails during the maintenance window, performance issues and further downtime can be avoided.

Importantly, these insights and recommendations have surfaced in the ServiceNow event ticket. In fact, IBM Watson becomes an expert support agent that can access, update and provide insights between multiple tickets. This makes the IT support team more effective without having to leave the ServiceNow environment. IBM believes that incident resolution time can be reduced by 65%.

The new solution will be available later this year, and IBM and ServiceNow will jointly promote the solution. More information about IBM Watson AIOps and ServiceNow’s approach to modernizing IT. Part of the joint listing will enable IBM to increase its service practices.

Service extension

IBM is expanding its ServiceNow approach, adding the ability to provide consulting, implementation and hosting services on the Now platform. Through this partnership, ServiceNow will jointly invest in the training and certification of IBM employees to expand business practices. ServiceNow will also dedicate more employees to the success of customers, hoping that customers will adopt this new solution.

IBM also created a new Watson AIOps Elite team. This is a consultant dedicated to providing consulting and assistance to customers, aiming to help them build and improve their AI models to better understand IT. IBM currently does not charge the team. It can be inferred that ServiceNow is the first batch of donors for this new team. Potential customers will want to pay attention. It can provide access to data scientists with expertise in IT issues and can help them create personalized algorithms for specific use cases.

Enterprise Times: What does it mean

For IBM Watson, this may be an important step. IBM announced for the first time that it hopes Watson will start the service desk in 2017. ServiceNow is not the first company to utilize IBM Watsons capabilities in this area. BMC also revealed that as early as 2018, it was using IBM Watson to enhance the functionality of its Remedy Management suite through AI insights.

There are a few problems. How much will the new solution cost? Also, how popular will it be? The cleverness of the new solution is that it can provide companies with free consultation to enhance and personalize their algorithms. Is this the right investment time for large organizations facing the huge challenge of turning to domestic work? As work-from-home incidents increase, data will become a rich source of information for Watson. This may help maintain the productivity level of domestic workers.

If customers are willing to adopt this solution, it can significantly increase the revenue of ServiceNow and IBM. Importantly, if it can provide value to ServiceNow customers, other vendors may also want to cooperate with IBM.