INDUSTRY WATCH
Key innovations include:
• Anomaly Detection to Prevent
Outages: ServiceNow has bolstered its
ability to help customers predict and
prevent service outages with anomaly
detection. The algorithm identifies
patterns and outlying occurrences
that are likely to lead to an outage.
Combined with new dynamic
threshold measures, the system
learns what is the normal range of
behaviour and flags outliers that can
indicate future errors or malfunctions.
Initially delivered in Operational
Intelligence for IT, the anomaly
detection capabilities can correlate
past events that led to outages and
initiate workflows to pre-empt future
problems when the same preceding
events are observed again.
BY 2020, 86%
OF COMPANIES
SAY THEY WILL
NEED GREATER
AUTOMATION TO
GET THEIR WORK
DONE. ARTIFICIAL
INTELLIGENCE
AND MACHINE
LEARNING PROVIDE
A WAY OUT.
BY AUTOMATING
BOTH ROUTINE
AND COMPLEX
PROCESSES AND
PREDICTING
OUTCOMES, EVERY
ORGANISATION
CAN
DRAMATICALLY
REDUCE COSTS.
level of accuracy. Learned models set
the category of the IT request and
assign the task to the right team,
as well as calculate the associated
risk of action or inaction. This
capability brings new levels of speed
and efficiency to IT delivery, and
provides a foundation for the future,
where connected devices create
orders of magnitude increases in
service requests.
• Performance Predictions to Drive
Improvements: The Intelligent
Automation Engine powers
new algorithms in its real-time
Performance Analytics application
to help customers better determine
when they will achieve performance
goals. Customers set a performance
objective and based on the data
profile, Performance Analytics uses
the optimal algorithm to predict
when they will reach the objective.
• Benchmarks to Evaluate Performance
Against Peers: ServiceNow
Benchmarks enables customers to
compare their service efficiency
to peers - such as similarly sized
organisations or companies in the
same industry. In the past, comparing
performance to peers was difficult
if not impossible, now, companies
can not only know how they are
performing against their own goals,
but how their performance compares
to like organisations.
The Intelligent Automation Engine
is part of the Now Platform™, which
powers cloud services to speed and
automate work for IT, Security,
HR, Customer Service and custom
applications for any department. As
the platform evolves, all departments
and applications will benefit from
intelligent automation. By automating
both routine and complex processes and
predicting outcomes, every organisation
can dramatically reduce costs, speed
time to resolution and deliver consumer-
like experiences for employees, partners
and customers. n
• Intelligence to Categorise and Route
Work: ServiceNow will make available
machine-learning algorithms to each
customer’s unique data set based
on the DxContinuum acquisition.
By learning from past patterns, the
Intelligent Automation Engine can
predict future outcomes, including
determining risks, assigning owners,
and categorising work. Initially, this
predictive intelligence capability
will be used in the IT Service
Management offering to categorise
and route IT requests with a high
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INTELLIGENTCIO
www.intelligentcio.com