Johannesburg, 27 Feb 2023
AI-powered service operations can overcome the top IT service challenges in organisations today – including complexity, noise and lengthy mean time to resolution.
This is according to ServiceNow experts, who were addressing a webinar hosted in partnership with ITWeb.
Gareth Christiane, senior advisory solution consultant at ServiceNow, outlined four levels of maturity on the IT transformation journey: reactive, responsive, intelligent and self-healing.
At the lowest, reactive level, organisations have siloed data and largely manual processes. At level four, the self-healing level, over 70% of IT processes are automated, machines are self-learning and organisations can predict and prevent outages and benefit from feedback loops and proactive resource allocation.
In many organisations, IT operations are largely reactive, with digital services growing to a point where humans can’t scale to support them, driven by a ‘rat’s nest’ of disparate tools across IT silos, he said.
Proactive AIOps helps simplify operations, centralise information, avoid outages and service degradations and slashes the time taken to identify the root causes of issues and remediate them, he said.
Instead of traditional monitoring workflows, which are reactive and labour intensive, predictive AIOps transforms the IT experience by intelligently predicting, preventing and automatically remediating issues. It reduces noise and allows organisations to keep digital services running around the clock.
Christiane demonstrated how ServiceNow can identify if all events coming in are tied to a single problem and raise a major incident. It can find the root cause of issues faster, notify employees of ongoing issues and provide remediation suggestions and actions to fix the problem.
He said: “AIOps helps deliver on IT’s promise of successful service delivery and serves as the foundation of digital transformation. ServiceNow AIOps is perfectly positioned to leapfrog customers to level four of the maturity curve. We assist with maturity assessments, best practice guides and market-leading technology to help customers advance on their journey.”
Nicole Smith, senior solution sales executive, technology workflows Africa at ServiceNow, said: “By consolidating and automating service operations, organisations can understand what is going on in their environment, empower self-service with AI, improve productivity, predict and prevent service disruptions and prioritise service issues. ServiceNow predictive AIOps slashes service delivery times from days to minutes and has helped customers reduce outages by up to 90%, reduce P1 and P2 incidents by up to 67%, and achieve an 89% reduction in time to resolve incidents.”
Part of the power of ServiceNow AIOps is a quick time to value and businesses can start reaping the benefits of AIOps in just four weeks, Smith said.
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