AI and automation: Voice of 3 customers

[Suzanne Tylka]

Why use AI and Automation?

Customers recognize the ever-evolving landscape of technology and understand that staying ahead requires cutting-edge solutions. They implement AI and automation in their ITSM to streamline repetitive tasks, enhance efficiency, and deliver faster resolution times. By leveraging these technologies, they aim to free up their IT staff to focus on more strategic initiatives, driving innovation and staying at the forefront of technological advancements.

Let's explore three customers who use AI (Artificial Intelligence) and automation in their IT Service Management (ITSM) team and why. These customers want to get ahead and stay there. They are rethinking their IT Service Delivery and sharing their thoughts.

1. AI and automation are allies. They are here to make things simpler for employees.

By assisting with and augmenting repetitive, mundane tasks, it frees people to focus on higher-value job duties and activities that require human intellect.

One customer Mahwish S , ServiceNow Consultant for Mid-market, says:

“Innovative and user friendly”

“ServiceNow offers powerful workflow automation and process orchestration capabilities. It allows organizations to automate routine tasks, create complex workflows, and integrate various systems and processes across the enterprise.”

2. Better employee experience.

AI and automation revolutionize employee experience by using advanced algorithms that personalize interactions and predict preferences. This leads to heightened employee satisfaction and loyalty.

AI-powered chatbots, such as ITSM Virtual Agent, offer 24/7 support for employees, enabling them to receive prompt and efficient assistance when they need it.

Another customer Shubham D, Consultant for Enterprises, says:

“ServiceNow is the missing piece to the puzzle, making simple simple and hassle-free end user experience”

“These are the best things about the platform:

• Ease of Use: ServiceNow has a modern, user-friendly interface, making it simple for me to request IT services and resolve them quickly.
• Automation: ServiceNow automates many IT processes, freeing up the IT team's time and allowing them to focus on more critical tasks. This also results in faster resolution times for me as a user.
• Integration: ServiceNow integrates with other systems and tools, creating a streamlined and cohesive IT infrastructure. This helps prevent downtime and ensures that all processes run smoothly for me.

ServiceNow IT Service Management is a valuable tool for improving IT operations and streamlining the service delivery process. It has great user experience and helps organizations to be more effective and efficient in their IT service delivery.”

3. Accelerated intelligence for your business.

Four pivotal forces are reshaping application development: a scarcity of skilled developers, mounting cost pressures, demand for increased agility and efficiency, and urgency to speed up productivity.  All these factors point to the need to accelerate intelligence for your business.

One customer Pavithra G , Data Engineer for Enterprise, says:

“ServiceNow – Intelligent ITSM tool”

“ServiceNow is a one-stop place that allows organizations to follow standardized ITSM processes.

I like various features of the now platform, such as:

• Knowledge database - where the standard operating procedure (SOP) documents can be uploaded to resolve the incident/problem tickets faster.
• CMDB (Configuration management database) - Where all the details of the CIs (Configuration Items) in the IT environment are maintained, providing complete visibility to our environment.
• Intelligence workflow automation - where the team can automate the incident resolution process by writing scripts in PowerShell/python by creating workflows in ServiceNow, thereby eliminating the need for manual work, and increasing the team's productivity.
• Predictive Intelligence - It has built-in machine learning algorithms that can bring intelligence to resolve incidents faster, such as suggesting the correct document for an incident or identifying the right team to assign the incident ticket. It allows us to train the machine learning model with our organization's data in the predictive intelligence platform”

In closing, embracing AI and automation is no longer a choice for organizations—it's a must. Our 3 ServiceNow customers share this sentiment. These companies understand that embracing AI and automation is not just a strategic choice but a necessity to remain competitive in the rapidly evolving tech landscape. By adopting these tools, they position themselves at the forefront of innovation, aligning with the broader trend observed among C-suite executives.