DATA SHEET 1 Now Assist for IT Operations Management Today’s IT environments are incredibly complex. Even the most experienced IT operators struggle to make sense of high volumes of alerts coming from multiple technologies and monitoring systems. Worse still, monitoring systems typically generate cryptic descriptions that are hard to decipher, let alone analyze quickly and effectively. This slows down operator response and increases MTTR, resulting in poorer service quality and elevated operational costs. Triage alerts faster and more accurately with Generative AI Now Assist for ITOM tackles this issue head-on. It uses the power of Generative AI to replace cryptic alert descriptions with simplified, plain-language summaries that let operators quickly understand what an alert indicates. It also provides an intelligent, alert analysis, drawing on collective knowledge across the ServiceNow ITOM customer base to identify which issues may have caused the alert and suggest the next steps. Operators can easily access this information directly from the Express List simply by choosing an alert, putting intelligent insights at their fingertips. This means that Service ITOM customers can: • Accelerate operator response and reduce MTTR by providing a better experience and reducing analysis time, lowering the need to search through knowledge articles to determine what is actually happening and what actions are needed when an alert occurs. • Reduce operational effort by lowering the time operators need to analyze each alert, increasing efficiency and allowing IT Operations to scale in response to an ever-increasing number of digital services. • Make the best use of available skills by empowering less experienced operators with GenAI insights that help them quickly and accurately triage alerts. Benefits Easily understand what alerts mean Replace cryptic alert descriptions with simplified, plain-language summaries that let operators quickly understand what an alert actually means. Automatically analyze alerts using GenAI Instantly identify issues that may have caused an alert and see possible next steps. Put insights at operators' fingertips Easily access alert summary and analysis information directly in the Express List for both grouped and individual alerts. Accelerate response and reduce MTTR Lower alert analysis time and reduce the need to search through knowledge articles. Lower operational effort Increase operator efficiency so they can triage more alerts more quickly. Express list with embedded Now Assist for ITOM DATA SHEET 3 SN_DataSheet_TEMPLATE_JAN_2022 servicenow.com/ITOM Powered by the Now Large Language Model (LLM) Rather than relying on generic third-party large language models (LLMs) that don’t have a detailed understanding of IT operational environments, Now Assist for ITOM uses the Now LLM, a purpose-built LLM that delivers deep insights into the meaning of alerts. The Now LLM is trained on anonymized data drawn from across the ServiceNow customer base —a vast compendium of real-world experience captured in knowledge articles and other operational information. This lets IT operations teams benefit from the collective experience of hundreds of other ServiceNow customers. © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. DS-PredictiveAIOps-050422 Faster issue identification and probable root cause analysis Reduce skills gaps Empower less experienced operators with insights that let them triage alerts quickly and accurately. Leverage insights from other customers Now Assist is powered by the Now LLM, trained on anonymized operational data drawn from across the ServiceNow customer base, delivering comprehensive, real-world insights into alerts.