Keep your digital business running with ServiceNow AI-powered service operations
Lisa Wolfe April 2022
The pandemic and climate disasters have taught us that we’re never as ready as we think we are. To survive world-stopping events, you need to prepare for them. And as a digital business, you can’t afford service outages at any time, let alone when catastrophe strikes.
That’s where ServiceNow AI-powered service operations comes in. It combines the power of Predictive AIOps and AI-powered self-service to keep your digital business running and your employees working from anywhere.
Go from reactive to proactive with Predictive AIOps
You can’t possibly anticipate everything that can go wrong with your complex digital services. But that’s exactly what traditional AIOps solutions ask you to do. You have to set thresholds and create patterns the AI will recognize. And these solutions wait until your services are already affected before telling you something is wrong. Meanwhile, the clock is ticking.
You don’t need to tell ServiceNow Predictive AIOps how to find service issues. It automatically learns what your normal IT environment patterns look like and detects when things aren’t normal—often before your digital services are affected. It can even automatically correlate anomalous behavior in different parts of your IT environment to uncover complex emerging services issues and pinpoint the likely root cause. So you have less service disruptions. Just ask one financial services provider who reduced major outages by 51%.
Act faster with total infrastructure and service visibility
While automatically identifying complex service anomalies is critical, it isn’t enough. You need to take intelligent action. ServiceNow AI-powered service operations gives you complete visibility of your on-premises and multi-cloud IT environment, so you can quickly determine which resources are impacted. And because it maps your digital services to your IT infrastructure, you instantly see which services are affected, so you can prioritize issue response and resolution.
Because AI-powered service operations brings together IT service and operations management on a single unified platform, there’s no need for costly integrations or swivel-chair management. For example, this lets you instantly identify when change causes a service issue. And built-in workflows let you automate remediation issues, so you fix issues faster and easier.
Want proof? One global consulting firm reduced MTTR by 41%.
Virtual agents empower self-service
ServiceNow AI-powered service operations also includes AI-powered chatbots—virtual agents—that let you provide responsive self-service anytime and anywhere. So, whether an end-user forgot their password or has a VPN issue, you’re always ready to get them back online. There’s no need for a live agent, but you still have the confidence of knowing the chatbot will automatically hand over to a human if required.
You can get up and running quickly with more than 50 out-of-the-box conversations, and you can also easily add your own. And because virtual agents run natively on the Now Platform, they have full and secure access to all of the data and processes that run on the platform. That means you can offer a wide range of personalized self-service capabilities to your end users—unlike many third-party chatbots that are limited to incidents. There’s no need for specialized integration and maintenance skills, and no need to risk exposing your sensitive data to another vendor.
The result? One large government agency deflected 55% of service interactions using ServiceNow virtual agents.
Get started with ServiceNow AI-powered service operations today
To survive world-stopping events—or even garden-variety outages—you need to predict and prevent them before they happen. With ServiceNow AI-powered service operations, you’re ready for whatever comes next. Can you afford to wait?
