Warren Olivier, head of financial services at ServiceNow.
Artificial Intelligence and automation are essential for helping organizations overcome increasing complexity and supporting a digital-first business.
This is according to Warren Olivier, head of financial services at ServiceNow, speaking in a webinar about the modernization, automation and optimization of ITSM and ITOM.
Olivier says the business needs to move to being digital-first, to make it resilient and agile. However, he said: “The technology world is complex, with technical debt, siled tools and data, increasing demand and rate of change, security threats, distributed teams and a need to avoid outages and resolve incidents faster. Many organizations cannot keep up with the pace of change. But if nothing changes and the business doesn’t transform and unify services digitally, companies can become less competitive, lose profit and damage the brand.”
He said: “Digital-first business growth has transformed the central organization formerly known as IT. Digital-first business growth is disrupted when technology services and operations are siloed. Both IT services and operations team this disease – services are challenged by employee frustration, unmet decentralized tech needs and overwork, while for operations, IT silos slow change causes delays in resolving high-priority incidents, and resulting in spotty service delivery.
The integration of technology services and operations is the foundation for the digital-first business, allowing the organization to expand technology services while reducing costs, delivering exceptional experiences and employee stability and drive of best technology practices with optimized processes, he said.
Olivier outlined ServiceNow’s solutions to the challenges facing businesses, using its approach to service operations technology that encompasses ‘modernizing, automating and optimizing business processes, teams and management’.
He featured ServiceNow platforms with predictive AIOps to automate and improve ITSM and ITOM. The Now Platform enables proactive service management, and asset and app visibility with a single source of truth and AI-powered experiences. It unifies experiences on a single platform; quickly creates and extends processes with managed low-code configuration; connects people, functions and any system to eliminate silos; and optimizes work and processes across the enterprise.
Now, AIOps predicts incidents before users are affected and automates root cause analysis and accelerates resolution, for business data to support continuous improvement and portfolio management.
Olivier said: “ServiceNow, using the Now platform within what the company terms ‘Now on Now’, achieves significant business value from automating and optimizing its own service operations of AIOps technology. We enjoyed a $37 million dollar transition from IT operations to innovation, improved employee satisfaction with IT services to 95%, and achieved a 17% improvement in IT cost as a percentage of revenue. We also reported a 46% reduction in outages and 65% employee self-service resolutions.”
Customers around the world are realizing huge benefits from automating service operations, he said. Deloitte saw 4-5x improved ROI in workflow efficiencies, Novant Health achieved 50% workload reduction with ServiceNow Virtual Agent, Danske Bank achieved 6x improvement in time to return services, and TransAlta has achieved an 80% reduction in outages.