Meet the data and analytics team behind ServiceNow AI Control Tower
When Sibanjan D., senior manager of data science at ServiceNow, found himself fielding questions from multiple business units about the company’s machine learning (ML) models, he got an idea—a tool that could manage end-to-end ML workflows.
“We searched for a tool that could manage AI assets from idea to retirement but could find nothing comprehensive like any other asset lifecycle management systems,” Sibanjan says. “This gap underscored the need for a dedicated solution.”
That’s when he and his team started creating AI Control Tower—a central place to manage AI value, visibility, controls, and experience. Like all ServiceNow products, it’s built on the Now Platform.
“AI Control Tower is a solution that offers a comprehensive view of all our AI models,” explains Kartik S., director of data and analytics. “It helps us assess ML assets and track building progress.”
AI asset management, oversight, compliance, advanced governance, and monitoring capabilities all come together in this solution to empower the digital technology team to operate our AI and ML models to their full potential. Essentially, it’s one location to control, train, and measure our AI models responsibly.
Bringing an idea to life
Hasan B., senior software engineer, remembers being introduced to the product. “I was just nine months into my career at ServiceNow. At the time, much of the concept went over my head, but one thing was clear: This team knew AI,” he says. “I wanted to be part of that wave of innovation. So, I signed up to work on this product. Since then, there’s been no looking back.”
The adaptability of the AI platform for business transformation was instrumental in bringing the AI Control Tower to life. “The agility of the Now Platform allowed us to build every aspect of the AI/ML workflow with precision and speed,” Sibanjan explains. “This project is a testament not only to the platform’s flexibility, but also to its capacity to innovate.”
Keeping the AI Control Tower running smoothly is no small feat. “We monitor everything daily—how many models are running, which pipelines are operational, and where any failures might occur,” says Sumit D., senior ML operations analyst. “We’ve also introduced a lot of automation to streamline operations.”
Innovating for continued success
Ideas—both big and small—can spark innovation. That’s why Kartik encourages his team to engage in continuous learning and development.
“There’s no such thing as a bad idea,” he says. “Sometimes, ideas align with the roadmap and strategy. Other times, they may take a back seat. But if you believe in an idea, find a way to make progress.”
The creation of the AI Control Tower is a story of what can happen when a team ideates, takes risks, believes in its work, and collaborates. It can deliver an incredible product and user experience.
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