ServiceNow launches intelligent automation engine

Serve immediately (NYSE: NOW) is introducing machine learning into its solutions to solve some of the biggest problems in IT today. With the ServiceNow intelligent automation engine, companies can prevent outages, automatically classify and route events, predict performance, and compare performance with their IT counterparts. ServiceNow’s CSM, security and HR cloud services also provide machine learning capabilities.

Today, many companies want to innovate and drive change, but internally, they are dealing with outdated tools, processes, and work models. The amount of work going back and forth between all departments—such as recovering passwords or onboarding new employees—has hindered these ambitions. 86% of companies stated that they need to achieve more automation in 2020 in order to carry out their work. Artificial intelligence and machine learning provide the possibility for this, but so far, they are mainly technical slogans and still lack practical applications.

The ServiceNow intelligent automation engine applies machine learning knowledge to the four most important IT use cases. ServiceNow combines large amounts of contextual operational data with large R&D investments and a team of leading data scientists to solve the four major challenges facing IT organizations: preventing failures, automatically classifying and routing work, predicting future performance, and comparing performance with peers.

Dave Wright, Chief Strategy Officer of ServiceNow, said: “Intelligent automation opens up a new era of workplace productivity. “Through this innovation, we are using our customers’ own data to integrate knowledge into our platform. ServiceNow enables its customers to take a big step in the speed and growth of their businesses. “

Here are the innovations that ServiceNow demonstrated today:

• Anomaly detection to prevent interruption – ServiceNow can now better support customers using anomaly detection to predict and prevent failures. The algorithm identifies patterns and abnormal events that may cause failures. Combined with the new dynamic threshold measurement, the system understands what is “normal” behavior and identifies outliers that may cause future errors or failures. Anomaly detection correlates events that caused problems in the past and starts the workflow when the same event is detected again to prevent problems in the future. Anomaly detection will initially only be provided in IT operations intelligence.
• Knowledge of classifying and routing work – ServiceNow is providing machine learning algorithms available for each customer’s unique data set based on the DxContinuum acquisition. By learning from past patterns, intelligent automation engines can predict future results, including identifying risks, assigning owners, and classifying work. Initially, predictive intelligence will be used in IT service management products to classify and route IT requests that require a high degree of accuracy. The learning model determines the category of IT requests and assigns tasks to the appropriate team, and calculates the risk of taking or not taking action. This ensures faster and more efficient delivery of IT services and lays the foundation for the future, where the increase in the number of connected devices will drive a strong growth in the number of service requests.
• Performance prediction for better results – The intelligent automation engine manages new algorithms in real-time performance analysis applications to help customers better determine when to reach their performance goals. Customers set performance goals, and based on data profiles, performance analysis uses the best algorithm to predict when they will reach the goal.
• Benchmarks to compare performance with peers – ServiceNow Benchmarks allow customers to compare their service efficiency with peers, such as organizations or companies operating in the same industry. In the past, comparing performance with peers was difficult, or even impossible. Now companies need to understand not only how well they perform in achieving their goals, but also how their performance compares to comparable organizations.

The Intelligent Automation Engine is part of Now Platform™, which automates cloud services for IT, security, human resources, customer service, and custom applications in each department. With the development of the platform, all departments and applications will benefit from intelligent automation. By automating routine and complex processes and predicting results, any organization can significantly reduce costs, accelerate resolution time, and provide a consumer experience for employees, partners, and customers.

Customer service now leads the way
ServiceNow customers are ready to take advantage of machine learning. The power of the intelligent automation engine is almost limitless, because it is increasingly being used in the field inside and outside the company. Today, ServiceNow fulfills its promise of intelligent automation by providing tangible customer results, tailored to each customer and its own cloud instance.

Swiss Re, the reinsurance market leader, uses ServiceNow for its ContactOne service to fully utilize the potential of human resources, logistics, IT, legal and other business functions. The company applies intelligent automation to these services to provide a better customer experience.

“Accelerate work and change, and our entire digital IT strategy,” said Ashish Agarwal, Director of Information Technology at Swiss Re. “In our transformation to achieve high customer satisfaction, adding intelligent automation is very important, and it also improves overall productivity.”

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Serve immediately
Companies need to move faster, but the lack of correct processes and outdated tools prevents them from doing so. Thousands of customer requests, IT events, and HR tasks follow their own routes every day-sending back and forth between employees, machines, and departments. Unstructured. Undocumented. And it has not improved for many years. With ServiceNow System or ActionTM, companies are replacing these outdated and unstructured work models with future smart workflows. Every employee, customer and machine can submit a request through a cloud platform. Any department handling these requests can assign and prioritize, collaborate, resolve root cause issues, gain real-time insights, and take action. The staff is very welcoming. The service level has improved. The company has achieved unparalleled cost savings. Work at LightspeedTM. For more information, please visit www.servicenow.com.