Service Now builds AI and analysis into service management

Service Now focuses on innovation on its Now platform, moving the new Moduk Now Intelligence to the “innovative AI and analysis function range” so that employees can work “smarter and faster”, simplify the decision-making process, and achieve A new level of production. By integrating Now Intelligence into the Now platform, the company hopes to differentiate itself as a pioneer of practical and goal-oriented AI and analytics applications in the company.

Interesting for IBM i users too

This module also attracts larger IBM i users, because for a long time, the American software company Syncsort, with its Ironstream middleware for IBM i Discovery, has been transferring log data from the IBM i environment (or mainframe) to A company-wide IT service system. Use Splunk, Kafka, Elastic, Microfocus, Microsoft or tools provided since May 2019 for management (ITSM). By using Now as a higher-level rationalization platform, Service Now hopes to integrate or replace isolated old systems and digitize complex manual workflows and processes company-wide.

Chirantan “CJ” Desai, Chief Product Officer of Service Now, said: “People should be able to work the way they want, not the way most software programs today require. “The Orlando version provides powerful new AI and analysis capabilities. […] Employees can use knowledge and suggestions to make better decisions, and to foresee and solve problems before they become business and customer problems. The “Orlando Version Promise” mobile experience is only common in the consumer sector. Desai specifically cited the following advantages:

• Since context-sensitive suggestions, predictions, and insights can be automatically displayed, the team can use them to take temporary actions, so they can work faster and smarter.

• With the help of intelligent, virtual “always-on” agents for all channels, and more effective self-service functions, customers and employees always get what they need.

• Use virtual agents fully integrated into the Now platform to better predict problems and automate countermeasures. Customers and employees can trigger workflows through dynamic conversations that can deliver results anytime, anywhere by automatically requesting instant solutions.

• By improving transparency and coordination at all levels of the company, we can make more reasonable business decisions. Teams and process owners can also gain valuable insights on real-time patterns and trends so that they can make information-based decisions and quickly identify areas for improvement.

The most important innovation

One of Desai’s most important innovations is the update of the “virtual agent” with “Natural Language Understanding” (NLU), which builds on the existing functions of the Madrid and New York versions. They simplify the creation and maintenance of AI models that understand natural language. In addition, there are Cloud Insights functions that can be used to optimize the cost of cloud assets, for example, to make recommendations for resource usage during working hours, select appropriate resources and implement usage guidelines. In addition, there is the so-called software exposure assessment, which aims to enable security and IT teams to prevent potential zero-day exploits from being modified by identifying vulnerable software and associated devices and services and using standard IT workflows accordingly. . The improvement of the mobile agent is also new, and it should enable the help desk staff to solve problems through any device at any time​​. The mobile agent function can be used for ITSM, ITOM and field service management solutions.

With the Now platform, Service Now now also supports the management of Dev-Ops pipelines to ensure the close connection between developers and IT processes by providing detailed information and labor-intensive and time-consuming manual change management processes. automation. ServiceNow Dev-Ops is no longer available in the Service Now store, but as part of the Orlando version.

Embedded practical AI functions

IDC analyst Dave Schubmehl asks the person in charge to consistently rely on embedding practical AI functions in their business processes: “In this way, you can not only improve the efficiency of the entire company, but also meet the growing needs of customers.”

Deloitte is one of the companies that already uses Now Version Orlando. Auditing, tax and consulting service providers have more than 300,000 employees worldwide, using the software to modernize work processes, increase employee productivity to a new level and improve customer service through global standardization. Our stated goal is to further automate and digitize the workflow.

The Orlando version is available now. Service Now’s agent, mobile and starter apps can be downloaded from the Apple iOS store and Google Play store. More information is provided here.

Image source: immediate service