The solution is engineered to help clients realise deeper, AI-driven insights from their data, create a baseline of a typical IT environment, and take succinct recommended actions on outlying behavior to help prevent and fix IT issues at scale. Together, IBM and ServiceNow can help companies free up valuable time and IT resources from maintenance activities, to focus on driving the transformation projects necessary to support the digital demands of their businesses.
“AI is one of the biggest forces driving change in the IT industry to the extent that every company is swiftly becoming an AI company,” said Arvind Krishna, Chief Executive Officer, IBM. “By partnering with ServiceNow and their market leading Now Platform, clients will be able to use AI to quickly mitigate unforeseen IT incident costs. Watson AIOps with ServiceNow’s Now Platform is a powerful new way for clients to use automation to transform their IT operations.”
“For every CEO, digital transformation has gone from opportunity to necessity,” said ServiceNow CEO Bill McDermott. “As ServiceNow leads the workflow revolution, our partnership with IBM combines the intelligent automation capabilities of the Now Platform with the power of Watson AIOps. We are focused on driving a generational step improvement in productivity, innovation and growth. ServiceNow and IBM are helping customers meet the digital demands of 21st century business.”
Organisations are under pressure to deliver innovation and create great experiences for customers and employees, all while driving efficiencies and keeping costs and IT risks down. Yet in today’s technology-driven organisation, even the smallest outages can cause massive economic impact for both lost revenue and reputation. This partnership will help customers address these challenges and help avoid unnecessary loss of revenue and reputation by automating old, manual IT processes and increasing IT productivity.
IBM and ServiceNow will initially focus on:
Specific product capabilities will include:
For example, using the IBM and ServiceNow joint solution, a bank will be able to obtain a full view of an incident, from start to finish. With recommendations and deep diagnosis from Watson AIOps, a service agent will be able to quickly understand the incident, without ever leaving the ServiceNow ITSM platform. Leveraging more than an agent's own knowledge and research, Watson AIOps can provide anomaly detection along with automated recommendations from the historical deep analysis of prior incidents. Using incident management tools from ServiceNow, actions and insights can be recorded for auditing purposes and for leveraging future insights. Watson AIOps can then push important context to tickets, discovered only via AI algorithms and baselining techniques, helping to make the data more useful to agents and retraining the AI over time.
"Businesses are facing increased pressures to match the digital pace of a cloud-first market in order to meet the demands of their customers,” said Stephen Elliot, program vice president, DevOps and Management Software, IDC. "The C- suite is transforming workflows to deliver insights and automation for more efficient customer engagement models and cost containment strategies for the business, while simplifying IT operations and increasing collaboration between IT and business stakeholders."