ServiceNow named a Leader in process-centric AIOps platforms

  • IT Management
  • About ServiceNow
  • 2023
  • Lisa Wolfe
14 September 2023

AIOps platforms: 3 workers looking at a monitor

I’m excited to announce The Forrester Wave™: Process-Centric AI For IT Operations (AIOps), Q2 2023 named ServiceNow as a Leader among the top vendors in the crowded AIOps market.1

Our journey to this position underscores our leadership in predictive AIOps. We’ve continuously harnessed the immense potential of AI to enhance operational efficiencies, drive productivity, and revolutionise user experiences.

Powering IT operations management

The recognition in the Forrester Wave for Process-Centric AIOps comes as no surprise when we consider the wide array of technology operations capabilities ServiceNow offers and the groundbreaking AI it uses to deliver them. These capabilities provide organisations with the tools they need to improve IT infrastructure visibility and health, on premises or in the cloud, while automating mundane tasks to increase efficiency.

We attribute the Forrester AIOps report’s acknowledgment to our ability to address four fundamental technology operations challenges:

  1. Visibility: ServiceNow provides comprehensive visibility into IT infrastructure—both on premises and in the cloud—by maintaining a real-time, accurate inventory of all IT assets, their dependencies, and their status, as well as reducing event noise by up to 98%.   

    ServiceNow also harnesses AI to identify critical business services from network traffic and map those services with just a few clicks of the mouse. This centralised view allows organisations to identify issues before they arise and affect users or the business.

  2. Health: Using AIOps, ServiceNow helps predict issues before they happen, providing valuable insights into the health of an enterprise’s IT operations—on premises and in the cloud—reducing the mean time to resolution (MTTR) by 45% and decreasing high-priority incidents by up to 93%.  
    AIOps aids in proactive problem management by identifying anomalies and predicting future outages, enabling businesses to mitigate risks in advance.

  3. Service operations: Unlike other AIOps providers, ServiceNow goes beyond problem detection by integrating IT Service Management and IT Operations Management to deliver exceptional employee experiences and keep digital services running around the clock. 

  4. Automation: ServiceNow automates routine tasks, freeing IT resources to focus on strategic initiatives. This automation extends from the discovery of resources to the prediction and identification of the root cause of an issue to incident resolution, driven by intelligent workflows.

Seizing the next wave of AI innovation

A leader in predictive AIOps, ServiceNow continues to drive value via generative AI to decrease mean time to resolution, increase customer satisfaction, and multiply the productivity of service operations teams. With our recent announcement of Now Assist for Virtual Agent, we’ll extend our AI leadership with safe, responsible, and trusted AI for the enterprise.

As the AI landscape continues to evolve, the combination of Predictive AIOps and generative AI will drive the next wave of advancements. We’re helping enterprises automate and optimise to take maximum strategic advantage. We can’t wait to see where this journey takes us next.

Find out more about ServiceNow Predictive AIOps.

 Forrester Research, The Forrester Wave™: Process-Centric AI For IT Operations (AIOps), Q2 2023, June 26, 2023

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