ServiceNow has introduced machine learning capabilities to tackle some of the biggest problems in IT today.
According to the firm, the Intelligent Automation Engine can help companies prevent outages before they happen, automatically categorise and route incidents. Capability will also bring machine learning to ServiceNow cloud services for Customer Service, Security and Human Resources (HR).
Most companies today want to innovate and drive transformation, but find that inside they are bogged down by tools, processes and work patterns of the past. The volume of back and forth work across every department for common tasks like resetting of passwords or onboarding new employees is straining the system. By 2020, 86 percent of companies say they will need greater automation to get their work done. Artificial intelligence and machine learning provide a way out, but until today, those have been buzzword techniques or technologies looking for a use case.
The ServiceNow Intelligent Automation Engine is machine learning intelligence applied to four of the biggest use cases that IT has today. ServiceNow has taken the combination of massive amounts of contextual operational data, huge R&D investmentand a team of leading data scientists, to address four big challenges for today’s IT organisations – preventing outages, automatically categorising and routing work, predicting future performance and benchmarking performance against their peers.
“Intelligent automation heralds a new era in workplace productivity,” said Dave Wright, chief strategy officer, ServiceNow. “With this game changing innovation, we have embedded intelligence across our Platform, trained with each customer’s own data, ServiceNow is enabling customers to achieve a quantum leap in the speed and economics of their business.”
Key innovations include anomaly detection to prevent outages. ServiceNow has bolstered its ability to help customers predict and prevent service outages with anomaly detection. The algorithm identifies patterns and outlying occurrences that are likely to lead to an outage.
The solution also has intelligence to categorise and route work, which allows machine-learning algorithms to each customer’s unique data set based on the DxContinuum acquisition. By learning from past patterns, the Intelligent Automation Engine can predict future outcomes, including determining risks, assigning owners, and categorising work. Initially, this predictive intelligence capability will be used in the IT Service Management offering to categorise and route IT requests with a high level of accuracy.
The new platform also powers new algorithms in its real-time Performance Analytics application to help customer better determine when they will achieve performance goals.
The Intelligent Automation Engine is part of the Now Platform, which powers cloud services to speed and automate work for IT, Security, HR, Customer Service and custom applications for any department.