The ServiceNow platform brings innovative solutions to businesses through workflow automation, application integration, and service portals. Initially focusing on IT operational, systems, and business management. In recent years ServiceNow has expanded its offerings to include automation services for business areas across the enterprise. In the current digital age, most businesses are turning toward automation as a solution to combat rising customer demands, increasing service requests, and user expectations.
With this cloud-based platform, companies have been able to consolidate processes, share information without infrastructure, and automate routine workflows. Thanks to its newest DxContinuum acquisition, ServiceNow is now adding AI to their intuitive platform offerings. They have announced plans to integrate the data models and machine-learning capabilities developed by DxContinuum with their current services to create a new engine. This machine-learning engine – called the Intelligent Automation Engine – will be used across the platform and offers business areas powerful predictive modeling capabilities, intelligent task routing and categorizing, and more.
ServiceNow released information about its newest update Kingston, which will debut in 2018, at the ServiceNow Knowledge conference. The update leverages this machine learning capability to vastly improve business performance and strategic planning. Based on the new Kingston version release information, here are some of the many ways your company will be able to benefit from the Intelligent Automation Machine:
Prevent potential outages and service issues with the Intelligent Automation Engine’s “anomaly detection” and pattern recognition capabilities. Most IT departments are inundated with requests and event noise, making it difficult to find and resolve issues proactively. With an intelligent system, however, that chaos is contained – the system can automatically analyze past events to find patterns that have led to outages or service failures. Once an issue is detected, the system automatically alerts the appropriate staff.
Automate mitigation actions through triggered workflows and alerts, helping staff find and correct issues proactively before they create outages or other problems. This automation follows the anomaly detection function; after identifying a potential issue, the system will automatically alert staff to resolve the issue before it causes an outage. In the meantime, it can issue a patch to temporarily fix the problem to reduce potential service downtime.
Improve request resolution by building automation models that categorize and route incoming requests and alerts to the appropriate teams. The Kingston release applies machine learning to its new capabilities, meaning its ability to predict and quickly sort, route, and resolve requests will constantly improve. This automation improves department efficiencies and speeds up request times.
Track service performance against industry standards and peers through unbiased and up-to-date benchmark data captured from over 12 million users. With this data, businesses can ensure their services are meeting performance standards and strategic goals. This update includes enhanced performance analytics through ITSM dashboards that monitor ongoing operations to help organizations visualize data and improve processes. Additionally, this feature can help companies stay competitive in ever-changing industries by comparing their performance against top-rated peers.
Ensure forecasting accuracy with an automation solution that analyzes business data and applies predictive models. These types of predictions have historically been difficult to make, which can result in businesses not knowing if their services are meeting specific benchmarks or meeting KPIs. ServiceNow’s Intelligent Automation Engine makes it easier by providing accurate performance predictions through real-time analytics.
ServiceNow is driving the future of business performance and innovation. The need for automation is growing, and this company is combining its existing features with a machine-learning engine that can predict automation needs across the enterprise and pattern-recognition abilities to proactively identify and resolve service issues. Companies looking to improve their data utilization can rely on ServiceNow’s Intelligent Automation Engine to offer powerful predictive models to meet performance indicators. The introduction of AI to the ServiceNow platform brings a promising future for business software systems.