What makes ServiceNow: the AIOps Worldwide AIOps Market Share Leader

[Lisa Wolfe]

What makes ServiceNow: the AIOps Worldwide Market Share Leader^*

Lisa Wolfe, Global Director, Predictive AIOps Product and Solutions Marketing ServiceNow

ServiceNow Predictive AIOps delivers on the promise of proactive IT

Let’s do a quick level-set here for those new to AIOps - AIOps is the ability to apply machine learning to IT operations and big data.  Using AIOps and data-driven workflows, IT teams can automatically detect, analyze, and remediate issues.

ServiceNow’s AIOps is different because it allows us to predictively—identify issues so they can be fixed before users know there was a problem. That is the epitome of proactive IT support.  With ServiceNow, Predictive AIOps learns the IT environment on the fly and recognizes when there is a problem.  Other AIOps point tools need to be told what specific problems to look out for but IT environments are complex and there will always be blind spots.  And other AIOps point tools will only flag a known problem by seeing manually established thresholds or query patterns that were built by data scientists.  When it comes to remediation, unlike others, ServiceNow workflows give organizations the ability to automate and accelerate resolution which leads to lower costs, increased productivity and self-healing.

None of this can happen without a single platform where AIOps can access in real time all historical incident, problem, and change data to determine what previous incident, problem, change, and resolutions have occurred. Unfortunately, too many IT departments grapple with siloed IT tools and data spread across multiple systems, keeping them stuck in a reactive, manual mode that drives costs up and productivity down.

 Organizations can get started right away with ServiceNow’s Predictive AIOps – there is no need to wait for a fully populated CMDB.

 Understanding real-time impact

ServiceNow Predictive AIOps helps determine the impact of an issue in real time. 

It does this by correlating many different data points such as persona, time, location, service, and application, to better understand the impact of an incident. For example, if finance complains that an ERP system is down, AIOps can automatically ensure this becomes a P1 priority. This approach is much more effective than depending on employee input about the impact, which can be subjective.

ServiceNow Predictive AIOps is critical to reducing thousands of events (aka monitoring noise) coming in from across the IT environment—on-premises, or in the cloud. When AIOps is applied, monitoring noise can be cut back by 99%. AIOps uses event correlation, pattern recognition, and anomaly detection to present only the critical few alerts that need to be addressed.

 The ultimate outcome of ServiceNow Predictive AIOps—and, indeed, one of the greatest values it gives IT teams—is the ability to understand the exact impact of an infrastructure-related issue on a critical service, application, or an end user.

 Zero impact, zero touch

 ServiceNow Predictive AIOps delivers on the promise of proactive IT support to both predict and prevent issues using AI to identify anomalies and proactively take a fully automated action. The ideal scenario is one where there is zero impact on end users and zero touch by the operations teams.  

 As an example, at ServiceNow one of our most complex problems in the past was also one of the first we could resolve proactively—our VPN service. Today, with most of our employees working remotely, the VPN service is mission critical. By identifying abnormalities in our firewalls and active directories, then correlating that data with endpoint device data, we can automate the restoration of VPN services. And by doing so, we bring operational costs down and employees productivity up.

  ServiceNow Predictive AIOps helps organizations reduce and manage P1 escalations with:

 #1: End-to-end visibility

AIOps creates visibility into the entire IT infrastructure across on-premises, multi-cloud, and end-user environments. Then it connects this infrastructure to the services it delivers, making it possible to prioritize issues based on business impact.

 This helps IT teams know which issues deserve their time and energy. And, beyond operational failures, it also gives IT teams the insights they need to make better business decisions—for example, understanding the true cost of delivering a specific service.

 #2: Operational simplicity

ServiceNow Predictive AIOps helps IT teams keep up with the pace, scale, and complexity of today’s IT environments. Instead of spending hours correlating thousands of disconnected events from multiple monitoring tools, IT operations teams see a small number of actionable alerts and impacted services on a single console.

 This means that service issues are detected faster, false positives are eliminated, and nothing is missed. IT operations is ahead of the curve, so that IT teams see fewer escalations and have immediate answers when escalations do occur, saving time and energy for themselves and their teams.

  #3: Rapid resolution

 ServiceNow Predictive AIOps helps IT operations teams resolve service issues faster through a combination of intelligent root cause analysis, real-time and historical context—for example, identifying similar incidents that have happened in the past—and automating remediation. Not only does this reduce the time to resolve issues and business impact of major incidents, it also lowers the time and effort IT teams have to put into managing ongoing escalations.

 Ultimately, ServiceNow Predictive AIOps delivers a significant win-win—increasing the quality of services while freeing IT teams to devote their time to strategic work and innovation.  That’s good news for CIOs, good news for IT, and even better news for the business.

 Explore more ways to move from reactive to proactive IT with ServiceNow Predictive AIOps. Then review this comprehensive reference guide: AI-powered service operations 101 Primer to learn more about how ServiceNow Predictive AIOps can dramatically improve your business service availability and performance.

 servicenow.com/AIOps

^* Source: Gartner, Market Share: IT Operations Management Software, Worldwide, 2021, 6 May 2022

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