Omdia names ServiceNow a Leader in recent AIOps Universe report

[Matt Gowarty]

I’m excited to announce that ServiceNow has been named a Leader for the second straight year in the Omdia Universe for AIOps 2023/24.  This comes on the heels of Forrester naming ServiceNow as a Leader in its recent AIOps Process Centric Wave. Having multiple analyst firms rank ITOM Predictive AIOps so highly is an accolade for our current AIOps capabilities and our roadmap for our strategic vision and ability to deliver trusted solutions to our customers.   

ServiceNow has been at the forefront of AIOps and machine learning for years.  And now, with generative AI, ServiceNow is poised to chart an even more exciting course.

Powering IT operations management

In case you’re not familiar with the ServiceNow Predictive AIOps solution, I want to share five key capabilities that use a single platform to gain insights and act on them for fast resolution.  With ServiceNow, you can help prevent critical service outages and empower your IT teams. 

1. Health Log Analytics: Too often, IT organizations are looking for the wrong symptoms or not even sure where to search.  Health Log Analytics helps you deliver uninterrupted digital services by predicting issues faster, preventing impact, and automating resolution with anomaly detection, machine learning, and AIOps. ServiceNow helps identify anomalies – even ones you were never looking for in the first place.  That’s how to move from reactive to proactive.

2. Event Management and Metric Intelligence: Have you ever struggled with hundreds or thousands of alerts and events and you’re not sure if they are independent or notifications on the same problem? Metric Intelligence proactively analyzes your infrastructure performance to spot service degradation and works hand-in-hand with Event Management to reduce noise by grouping similar notifications into a single actionable incident so you’re not unnecessarily chasing multiple things at the same time. 

3. Service Mapping: You likely have struggled to build service maps in the past with manual processes.  With Service Mapping, you can drive service-aware operations and automatically get visibility into the relationships between your applications, IT components, and cloud services.  Instead of using traditional tribal knowledge which can take months, the machine-learning-powered suggestions automatically recommend services in the matter of minutes.  You just review, tweak, or accept the suggestions, and the dependency map is created for you. 

4. Discovery: Do you have 5, 10, 15 or more standalone tools doing discovery and keeping information in siloed spreadsheets and databases?  With ServiceNow Discovery, you have the ability to pull all of the discovered data into a unified CMDB with three options based on your needs. Agentless discovery for easy visibility, agent-based discovery when agentless is not applicable, and third-party integrations using Service Graph Connectors.  Eliminate multiple repositories with out-of-date information or duplicate records.    

5. Service Operations Workspace: While IT service agent and operators often report up to the same VP or C-level management, they have different expertise, tools, and responsibilities.  Service Operations Workspace leverages a single workspace to get clear visibility into context and impact when using ITSM and ITOM. The power of the Workspace is letting agents and operators share consistent data and views instead of emails, phone calls, or messages. Most important, this is all native to the platform – you don’t need to create custom integrations.   

Continued focus on AI and machine learning

ServiceNow has invested heavily in AI and machine learning over the past decade, and with the emerging focus on Generative AI, ServiceNow continues our leadership.  For example, our announcement of Now Assist for Virtual Agent highlights our continued passion to extend our AI leadership with safe, responsible, and trusted AI for the enterprise.