ServiceNow named worldwide AIOps market share leader by Gartner®

  • About ServiceNow
  • AI and Automation
  • 2022
  • Lisa Wolfe
June 14, 2022

ServiceNow is #1 in AIOps - Gartner 2021 Worldwide Market Share

I’m excited to announce Gartner has named ServiceNow the AIOps worldwide market share leader.1 We believe this confirms that ServiceNow® Predictive AIOps delivers on the promise of proactive IT.

AIOps helps organizations drive resilience, efficiency, and proactive IT operations at scale. By distilling signal from noise, ServiceNow AIOps helps organizations better identify root causes and facilitate faster remediation. Its predictive capabilities can identify issues so they can be fixed before users are impacted. 

Predictive AIOps can proactively alert the ops team when a new problem is detected. Contrast this with other AIOps point tools that often need to be told specific problems to look for before they can identify an issue. Beyond issue identification, ServiceNow can help accelerate automation via playbooks that enable increased productivity, greater efficiency, and self-healing.

Real-time data and impact

None of this can happen without a single platform where AIOps can access all historical and real-time incident, problem, and change data. ServiceNow makes this easy with Service Operations.

Enterprises worldwide are realizing significant benefits with ServiceNow’s market-leading Service Operations capabilities, common data foundation, core platform capabilities, and new Service Operations Workspace experience. All of these combine to help organizations monitor their infrastructure and applications at the service level and prioritize their responses.

Predictive AIOps is a core capability of Service Operations. It gives centralized and decentralized IT teams the ability to understand the exact impact of an issue on a critical service, application, or end user.

Eliminating outages, decreasing costs

The goal of every IT team is zero impact on end users and zero touch by operations teams. By increasing the quality of services while freeing IT teams for strategic work and innovation, Predictive AIOps gets teams closer to that goal.

As an example, one of our most complex problems at ServiceNow, our virtual private network (VPN) service, was also one of the first we could resolve proactively. With most of our employees working remotely today, the VPN service is mission-critical.

By identifying abnormalities in our firewalls and Active Directory, and then correlating that data with endpoint device data, we can automate the restoration of VPN services before users are impacted. Doing so, we've prevented incidents and outages, decreased operational costs, and boosted IT staff productivity.

Find out more about how to move from reactive to proactive IT in our AI-Powered Service Operations 101 Primer guide.

1 Gartner, Market Share: IT Operations Management Software, Worldwide, 2021, 6 May 2022

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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