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Session Code: BRE1213
Presenter(s): Atul Saini, Pavan Velagaleti
Company(s): ServiceNow, ServiceNow
Abstract: Want to find out how we reduced our incident resolution time by 75% and helped our team resolve incidents quickly improving both the customer and agent experience? In this session you'll learn how the ServiceNow Cloud Automation team leverages AIOps and ServiceNow machine learning (ML) to solve incidents automatically. We’ll share our journey how we used ServiceNow workflow and ML technologies to drastically reduce incident MTTR, help team resolve incidents quickly and reduced manual effort to improve customer satisfaction. • We built auto-diagnosis using ServiceNow workflow to automatically collect relevant incident data as soon as an incident is opened. • We built auto-triage to automatically solve incidents using ServiceNow workflow. • We leveraged ServiceNow ML to recommend known KB’s for incident resolution to operators to quickly troubleshoot issues. • We leveraged ML to automatically recommend or assign Problems to incidents. This ITIL approach allowed us to focus on right Problems and eliminate root causes. • We reduced our MTTR from 8 days to 2 days and also reduced the workload on team by half. • We increased customer satisfaction and delighted customers by predicting completion times for typical requests.
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