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Session Code: BRE1067
Presenter(s): Thangavel Viswam, Patrick Fong
Company(s): ServiceNow, ServiceNow
Abstract: Do you think it's possible to not hear about “IT outages” anymore? And what would you say if you could achieve this with zero headcount growth? We struggled with too many outages that resulted in unnecessary downtime for our employees. This impacted their productivity and made our IT Operations team very inefficient. Today, outages are considered a thing of the past in part due our growth mindset to eliminating human intervention. See how our team implemented a solution to target Zero outages, proactive operations, self-healing incidents and only complex escalations to engineers. In this session, you will get to hear how we use the ServiceNow platform in our AIOps journey which allowed us to bring down the incident volume while the employee count and infrastructure footprint exponentially increased. We will also share how we are getting better with MTTR and able to improve operational efficiency and employee productivity.
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