ServiceNow Prevents Data Outages
May 12, 2017
ServiceNow Intelligent Automation Engine, companies can now prevent
outages before they happen, automatically categorize and route
incidents, benchmark performance against IT peers and predict future
performance. Capabilities 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
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% 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 applies machine learning 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 investments, and a team of leading data scientists, to address four
big challenges for today’s IT organizations ‑ preventing outages,
automatically categorizing 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.”
Here are the innovations launched today:
• Anomaly Detection to Prevent Outages —ServiceNow has bolstered its
ability to help customers predict and prevent service outages with
anomaly detection. The algorithms identify patterns and outlying
occurrences that are likely to lead to an outage. Combined with new
dynamic threshold measures, the system learns what is the normal range
of behavior and flags outliers that can indicate future errors or
malfunctions. Initially delivered in Operational Intelligence for IT,
the anomaly detection capabilities can correlate past events that led to
outages and initiate workflows to pre‑empt future problems when the same
preceding events are observed again.
• Intelligence to Categorize and Route Work – ServiceNow will make
available 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 categorizing work. Initially,
this predictive intelligence capability will be used in the IT Service
Management offering to categorize and route IT requests with a high
level of accuracy. Learned models set the category of the IT request and
assign the task to the right team, as well as calculate associated risk
of action or inaction. This capability brings new levels of speed and
efficiency to IT delivery, and provides a foundation for the future,
where connected devices create orders of magnitude increases in service
• Benchmarks to Evaluate Performance Against Peers – Available today,
ServiceNow Benchmarks enables customers to compare their service
efficiency to peers ‑ such as similarly sized organizations or companies
in the same industry. In the past, comparing performance to peers was
difficult, if not impossible. Now, companies can not only know how they
are performing against their own goals, but how their performance
compares to like organizations.
• Performance Predictions to Drive Improvements—The Intelligent
Automation Engine powers new algorithms in its real‑time Performance
Analytics application to help customers better determine when they will
achieve performance goals. Customers set a performance objective and
based on the data profile, Performance Analytics uses the optimal
algorithm to predict when they will reach the objective.
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. As the
platform evolves, all departments and applications will benefit from
intelligent automation. By automating both routine and complex processes
and predicting outcomes, every organization can dramatically reduce
costs, speed time‑to‑resolution and deliver consumer‑like experiences
for employees, partners and customers.
ServiceNow Customers Lead the Way
ServiceNow customers are particularly well positioned to take advantage
of machine learning.
power of the Intelligent Automation Engine is virtually unlimited as it
is applied to more and more domains inside and outside their enterprise.
Today, ServiceNow is delivering on the promise of intelligent automation
by delivering real customer outcomes, tailored to each customer and
their own cloud instance.
Reinsurance industry leader Swiss Re uses ServiceNow for its ContactOne
service offering to provide end‑to‑end capabilities for HR, logistics,
IT, legal and other corporate functions. The company has injected
intelligent automation into those services to provide an improved
“As work and change accelerate, so does our comprehensive digital IT
strategy,” said Ashish Agarwal, director of Information Technology,
Swiss Re. “Adding intelligent automation is important in our
transformation to achieve high customer satisfaction but also increased
Intelligent Automation Engine‑enabled products will be available in the
third quarter of 2017.