Big Data Management Data Lake, Hadoop, Spark, predictive analytics

[webert]

Dear Service Now Community,

We are searching information about data availability and access, predictive analytics and other AI driven solutions within service now.

For predicitive analytics we are currently working with data of our ITSM tool (not Service Now) which is based on ODBC.

Based on opened tickets we try to predict if we are facing issues on any kind of IT service. LAN / WAN / special application,...

The problem is to get access to live data.

Here my questions:

- Is the database infrastructure of Service now designed to be connected to a Data Lake working with Hadoop or Spark technology?

- How can Service Now provide a solution for predictive intelligence to start alerts when a specific ticket type runs out of range.

- Can ServicNow use Natural Language Understanding in different languages? We have service desks in different countries with different providers. We have tickets in different languages or even tickets with 2 written languages.

Thank you for any input and information.

[pavelmuller]

Hi, 

We are facing the same questions when working with our customers here at GuideVision. Our experience is that you better do all of that out of the ServiceNow cloud.

The approach is to have a staging area containing near-realtime ServiceNow data. The staging area would be in your own data center or in your own cloud such as Azure. You can use Oracle or SQL Server DB for that.

Then you use traditional ETL tools to load the data further into other structures such as Hadoop, DWH or a data lake. You can even use the data for AI and machine learning available in Azure or similar.

The issue is how to build such a staging area. I'd recommend you evaluating SnowMirror which is the most popular tool for that in the ServiceNow ecosystem.

Kind Regards,
Pavel

[webert]

Hello Pavel,

SnowMirror sounds very good and seems to fit to our requirements.

I'll check the information on the SnowMirror Homepage and forward it to our Evaluation Team to check it.

Thank you very much for this information.

[Jim41]

I see this response was from 2 years ago - are there any new updates or options that others have used?

Thank you,