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AI-Native ITSM

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As digital transformation gains momentum, CIOs are under increasing pressure to choose AI-native ITSM projects that return quick value in increased employee productivity, cost savings, bottom-line operational gains, and customer satisfaction. But this is a tall order. So CIOs need to look for projects that show clear results and demonstrate the wisdom of investing in new technology--the sooner the better. AI is revolutionary and visible, and that means the stakes are high when it comes to implementing a project. It's natural for a CIO to want to move cautiously, as Gartner notes, "Nearly two of three organizations cited finding a starting point as a concern."


3 ways Artificial Intelligence Will Help IT MSPs Do Better in 2021 – IAM Network

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Artificial intelligence and machine learning can help make ITSM processes more efficient. CIOs are now using artificial intelligence (AI) and machine learning (ML) technologies to make IT service management processes more efficient. A typical use case for artificial intelligence in ITSM involves natural language processing (NLP). User requests for IT services are automated using NLP. IT practitioners get a deeper understanding of their processes by applying machine learning (ML) to ITSM data.


How CIOs can tackle AI with ITSM tools

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"The end goal of good AI infrastructure is similar to traditional IT," said Ken Zamkow, general manager for North America at Run:AI, an AI virtualization tools provider. This includes enabling users in the organization, such as data scientists and engineers, to work faster and more efficiently while keeping costs in check and maintaining control, visibility and security. However, the underlying technologies are different because AI is based on long and repetitive experiments rather than pure coding; the data sets involved are significantly larger; and the compute needs are much greater and involve much more expensive hardware. "Getting all of this right is the key and the main challenge," Zamkow said. Part of the problem lies in navigating the huge variety of workflows, tools, frameworks and platforms that are available for AI training and deployment.


ServiceNow And IBM: Making AI Really Work

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A logo of IBM (International Business Machines Corporation) sits on their offices at Yeouido, the ... [ ] financial district on October 13, 2020 in Seoul, South Korea. Every day, there is a batch of AI announcements that are sent out--and many of them are mostly fluff. But of course, some are worth paying attention to. For example, consider one from IBM and ServiceNow, which have announced an expansion of a strategic relationship. For the most part, it is focused on what matters--that is, driving measurable results that scale across organizations.


IBM and ServiceNow combine for use of AI to Automate IT

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IBM and ServiceNow have expanded their strategic partnership to combine IBM's hybrid cloud software and professional services to ServiceNow's intelligent workflow capabilities and IT service and operations management products. The solution is engineered to help clients realise deeper, AI-driven insights from their data, create a baseline of a typical IT environment, and take succinct recommended actions on outlying behavior to help prevent and fix IT issues at scale. Together, IBM and ServiceNow can help companies free up valuable time and IT resources from maintenance activities, to focus on driving the transformation projects necessary to support the digital demands of their businesses. "AI is one of the biggest forces driving change in the IT industry to the extent that every company is swiftly becoming an AI company," said Arvind Krishna, Chief Executive Officer, IBM. "By partnering with ServiceNow and their market leading Now Platform, clients will be able to use AI to quickly mitigate unforeseen IT incident costs. Watson AIOps with ServiceNow's Now Platform is a powerful new way for clients to use automation to transform their IT operations."


ServiceNow IBM AI Partnership - ServiceNow Press

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ARMONK, NY and SANTA CLARA, CA, October 15, 2020 – IBM (NYSE: IBM) and ServiceNow (NYSE: NOW) today announced an expansion to their strategic partnership designed to help companies reduce operational risk and lower costs by applying AI to automate IT operations. Available later this year, a new joint solution will combine IBM's AI‑powered hybrid cloud software and professional services to ServiceNow's intelligent workflow capabilities and market‑leading IT service and operations management products. The solution is engineered to help clients realize deeper, AI‑driven insights from their data, create a baseline of a typical IT environment, and take succinct recommended actions on outlying behavior to help prevent and fix IT issues at scale. Together, IBM and ServiceNow can help companies free up valuable time and IT resources from maintenance activities, to focus on driving the transformation projects necessary to support the digital demands of their businesses. "AI is one of the biggest forces driving change in the IT industry to the extent that every company is swiftly becoming an AI company," said Arvind Krishna, Chief Executive Officer, IBM.



IT Pros on the Future of Automation and AI in ITSM - Orange Matter

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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.


Solving the AIOps, DevOps, And ITSM Conundrum - aster.cloud

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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 updates its workflow automation platform – TechCrunch

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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.