Around the world, companies are embracing machine-learning technology to further improve streamlining through automation. Workflow and process automation has helped companies reduce labor, error, and paper costs, as well as enhanced inter-department communication. Many automation services can be customized to fit specific business needs, including configuration capabilities and added applications. Machine learning is the newest addition to automation services, offering a new world of intelligent routing, threat remediation, and predictive modeling.

ServiceNow Offers Glimpse of Exciting AI Future with CIO Survey

Technology leaders are taking notice of the rise of machine learning in automation. According to the ServiceNow global survey of over 500 CIOs across 11 countries, of the nearly 90% of CIOs who believe that increased automation will improve decision accuracy and speed:

  • 52% use automation for more complex automated decisions
  • 69% believe that machines make more accurate decisions than people
  • 64% plan to invest in machine learning over the next three years
  • 40% have redefined job descriptions to include intelligent machine work

In the coming years, it is clear that top-performing companies will be relying on machine learning capabilities beyond basic automation. ServiceNow plans to be at the forefront of this movement with its new intelligent automation machine capable of predicting performance issues and correcting problems independently.  

How IT Benefits from ServiceNow Automation

ServiceNow’s cloud-based platform boasts impressive automation capabilities for every business area within an organization – from onboarding tasks to financial planning workflows. For IT departments, this automation has dramatically improved service delivery through automated help desk workflows, self-service portals and customizable dashboards, and a centralized knowledge base.

For IT security operations, automation improves the way information is shared about security threats, issues automated communication to affected users, and more. ServiceNow’s cloud-based platform means IT staff do not need to rely on physical infrastructure and can quickly communicate with users across the organization. Security threats are cataloged and stored for easy access, so reoccurring problems are easily identified and resolved. The results of the survey show that CIOs believe machine learning will directly improve areas of their business – so what can it do for IT Security?

The Future of IT Security Operations and Machine Learning

After these recent ServiceNow findings, the Asia-Pacific Vice President of ServiceNow Marketing, Duncan Egan, spoke out about the general attitude of CIOs in Singapore on machine learning. In spite of budgetary and outdated technology challenges, most Singapore CIOs are very optimistic about the future of automation: 63% believe that machine learning automation will be the largest contributor to success in the coming years.

Egan says, for IT security operations, “Automation could be used to trigger basic functions such as password resets or more complex processes related to remediation, triggering necessary actions in the event of an incident.” Machine learning brings a new layer of automation for IT security professionals by continuously checking for service problems and issuing fast fixes.

One of the most significant benefits of machine learning technology is that it helps departments move away from being purely reactionary. Machine learning engines, like ServiceNow’s engine, can analyze historical data to identify patterns of outage events. That means it could predict problems before they occur, enabling staff to issue quick fixes, identify the threat, and notify customers before they notice the problem.

An Intelligent Future for IT Security Operations

In other words, machine learning will completely transform IT security processes by making it easy for users to perform independent routine tasks, for professionals to share information about threats, and for departments to identify and remedy security issues proactively. Machine learning engines continuously analyze and organize incoming data, making it easy for IT staff to find information, conduct on-demand reporting, and track service performance over time. Predictive capabilities mean companies can even predict performance going forward, enhancing their ability to make strategic IT and security goals to improve services. Businesses benefit from fewer outages and shorter downtimes, and the improved communication and service will translate to higher customer satisfaction.

As a ServiceNow Technology Partner, Infocenter can help. Contact us today to learn more. 

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