If you are looking for an answer to the question What is Artificial Intelligence? and you only have a minute, then here's the definition the Association for the Advancement of Artificial Intelligence offers on its home page: "the scientific understanding of the mechanisms underlying thought and intelligent behavior and their embodiment in machines."
However, if you are fortunate enough to have more than a minute, then please get ready to embark upon an exciting journey exploring AI (but beware, it could last a lifetime) …
Think about your last online order. If you're a frequent online shopper and have created profiles for sites you visit often (*raises hand*), then you're probably familiar with customized recommendations. Based on your purchase history, location, and other factors, the website may suggest other items you might be interested in buying. And if you're on the site long enough, chatbots may appear asking if you have questions or need assistance locating something. These are just two examples of how artificial intelligence (AI) and automation have made the consumer experience easier and created ways to help businesses understand their buying patterns and what they need.
Quickly shifting to remote work has enterprises looking to meet the ops needs of a suddenly distributed team, and there are open source options to get them there. The recent mad rush to scale to remote work may prove to be a key chapter in DevOps and AIOps evolution. This need for rapid, widescale change is creating a real conundrum concerning AIOps, DevOps, and ITSM, as organizations seek the best monitoring and incident response solution for their now distributed enterprises. The key question both the DevOps and IT service management (ITSM) communities need to answer is how quickly they can pivot and adapt to increasing demands for operational intelligence. Artificial intelligence for IT Operations (AIOps) brings together artificial intelligence (AI), analytics, and machine learning (ML) to automate the identification and remediation of IT operations issues.
ServiceNow today announced the latest release of its workflow automation platform. With this, the company is emphasizing a number of new solutions for specific verticals, including for telcos and financial services organizations. This focus on verticals extends the company's previous efforts to branch out beyond the core IT management capabilities that defined its business during its early years. The company is also adding new features for making companies more resilient in the face of crises, as well as new machine learning-based tools. Dubbed the'Paris' release, this update also marks one of the first major releases for the company since former SAP CEO Bill McDermott became its president and CEO last November.
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IT service operations teams and their leaders are in the middle of the busiest weeks of their careers right now. They're scrambling to help many first-time work-from-home employees get securely connected as ITSM systems bog down under the weight of workloads they weren't designed for. Incident queues are thousands of requests long in many companies, waiting for assignment. A quick Pareto Analysis of an Incident Management queue with trouble tickets shows that approximately 75% to 80% of the requests for service are from the top 20% of connectivity and security login issues all IT users face. Adopting an AI-based approach to Incident Deflection that seeks the best IT service resource starting with help files and videos and then progressing to an IT service agent would reduce the queue quickly.
As is the way with the 21st century, IT companies are apt to get meta and ServiceNow is no exception. In its biggest product release since the arrival of SAP revenue-boosting Bill McDermott as new CEO, the cloudy business process company is positioning itself as the "platform of platforms". Which goes to show, if nothing else, that platformization also applies to platforms. To avoid plunging into an Escher-eque tailspin of abstraction, it is best to look at what Now Platform Orlando actually does and who, if anyone, it might help. The idea is that ServiceNow's tools make routine business activity much easier and slicker.
Digital workflow company ServiceNow introduced the "Orlando" release of its Now Platform on Wednesday. The latest edition features the easy app-building abilities of the regular platform, but bolstered by Now Intelligence, the new set of artificial intelligence (AI) and analytics capabilities. "We built this company on that initial use case around IT service management, or a way to modernize a help desk. "That whole workflow around creating the incident, assigning a technician, and getting the problem fixed---and maybe even recording a change request--was the early goings of ServiceNow," Murray said. "We've expanded massively into other workflow scenarios like IT, operations, management, HR workflows, customer service workflows, even security workflows.
ServiceNow, based in Santa Clara, California, and led by former SAP SE Chief Executive Officer Bill McDermott, makes software used by large companies to handle requests for help to their information technology departments, among other uses. The newest version of its software, called "Orlando," aims to use artificial intelligence to ease common tasks, company officials said. For example, if an employee needs to reset a password to access human resources software, the person can talk to a virtual assistant in the ServiceNow system that can ask a few questions and reset the password automatically. The system uses a technology called natural language processing to understand the request, said Dave Wright, ServiceNow's chief innovation officer. "You only need to have that one conversation - you don't need to know how to change your password for 20 different systems," Wright told Reuters in an interview.
With the consumerization of enterprise IT, employees are expecting the same level of service excellence from IT service management (ITSM) solutions. Users expect enterprise services to be delivered instantly, in the device and channel of their preference, with a high degree of personalization and without having to talk to someone. Leading enterprises are now transforming toward ITSM by embracing conversational AI, which promises to boost productivity while using fewer resources, achieving greater cost savings and delivering an engaging customer experience for enhanced satisfaction. The obvious question is, "How do I get started with conversational AI?" The following discussion highlights some erroneous--but unfortunately common--misbeliefs about conversational AI solutions. It shows how any enterprise can embrace the ITSM transformational journey irrespective of their size, level of deployed automation and personnel on staff.