Text classification with hierarchical taxonomies is a fundamental requirement in IT Service Management (ITSM) systems, where support tickets must be categorized into tree-structured taxonomies. We present a dual-embedding centroid-based classification framework that maintains separate semantic and lexical centroid representations per category, combining them through reciprocal rank fusion at inference time. The framework achieves performance competitive with Support Vector Machines (hierarchical F1: 0.731 vs 0.727) while providing interpretability through centroid representations. Evaluated on 8,968 ITSM tickets across 123 categories, this method achieves 5.9 times faster training and up to 152 times faster incremental updates. With 8.6-8.8 times speedup across batch sizes (100-1000 samples) when excluding embedding computation. These results make the method suitable for production ITSM environments prioritizing interpretability and operational efficiency.

It's where we spend a third of our lives. And the workplace of the future is going to be a great place. We're dedicated to bringing that to life for people everywhere. That's why we put people at the heart of everything we do. Our people have a passion for learning, building, and innovating.

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true.

There are several types of AI that can be used in ticket management system. One of the most common types is natural language processing (NLP). NLP allows AI-powered ticket management system to understand customer inquiries and respond appropriately. Another type of AI that can be used in ticket management system is machine learning (ML). ML allows ticket management system to learn from customer interactions and improve over time.

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true.

The company will use the funds to accelerate its product roadmap by growing the development team, as well as increase its presence in the US market, expanding its sales and customer success teams. As enterprises undergo digital transformation, the need for business apps has skyrocketed. According to a recent report, Gartner expects that 70% of new applications developed by enterprises will use low-code or no-code technologies by 2025. Enterprises widely use ServiceNow's application development platform as it enables the rapid development of robust and secure apps. However, as applications built using low-code technologies take on an increasingly important role in supporting business-critical functions, there is a need for modern DevOps practices to be adopted.

Summer is in sight and vacations are on people's minds--but there's no such thing as an enterprise going on holiday. Businesses need to run 24/7, which is why leaders need to take a hard look at their digital processes and ask themselves: Where can technology really step up to make a positive impact while ensuring everything's running smoothly? When you digitize the enterprise, it's easy to get your wires crossed. I've noticed something curious while meeting with business executives recently at ServiceNow's InnovationPark, which is traveling around the country to immerse customers in real-life Now Platform experiences. Regardless of industry or the size of their enterprise, these executives were telling me very similar stories.

Organizations are leaning in hard to technologies like AI to facilitate faster, more productive operations. But in a recent meeting with a large company to discuss how AI can improve their customer and support experience, I was reminded there's more to the story than zeros and ones. AI works best when you put people in the center of your efforts. After my presentation, one of their AI experts started peppering me with questions on model recommendations for different situations in the customer support journey. Valid questions, all--but she was missing a crucial part of the conversation: people. I asked her, "What behavior are you trying to change?

Information Technology Service Management (ITSM) helps in monitoring, analyzing, and improving the quality of IT services to enhance customer satisfaction. On the other hand, Artificial Intelligence for IT Operations (AIOps) aims at providing self-learning and intelligent solutions to run IT systems smoothly by optimizing the resources available. But what if these two could work together? What if they could help each other out? Well, they can, and they do!

Your first thought likely goes to the doctors and nurses involved in an appointment or procedure. You might love your doctor. The last things healthcare practitioners want to spend time on are slow, disconnected, manual tasks. There is also a "before and after" to consider. To secure an appointment, you had to work with someone in scheduling.