ServiceNow and IBM deepen strategic partnership

The company is under pressure to provide innovation and create a good experience 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 using artificial intelligence, IBM and ServiceNow hope to support companies in automating their IT. Customers can gain deeper insights into AI data, supported by AI, create an ideal state of their IT environment, and can take concise recommended measures for abnormal events to prevent and correct IT problems.

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.

  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 using manual processes requires more than 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:
  ServiceNow ITSM enables IT departments to provide scalable services on a single cloud platform, thereby increasing productivity by 20%. ServiceNow ITOM visibility automatically provides almost real-time visibility from the local configuration management database to the actual operating status of all resources and all services company-wide.

  IBM Watson AIOps uses AI to automatically detect, diagnose, respond and repair IT anomalies 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.