Workflow all with ServiceNow and AIOps
Businesses of all sizes are continually on the lookout for technologies to increase productivity, improve the customer and employee experience, and ultimately drive business growth. This desire applies to all functions of customer service, IT support, employee service as well as company-specific processes. Today, large companies are turning to their vast data stores, artificial intelligence, machine learning, and process automation to achieve these results.
ServiceNow, once focused solely on IT Service Management (ITSM) and workflows, increasingly enables digital workflows across the enterprise. And, many organizations are expanding their initial ITSM investment to leverage ServiceNow as the platform where the work gets done. Today, nearly half of ServiceNow’s growth goes beyond IT to customer service, employee service, industry-specific processes, and low-code âbring your own flowâ development. of work â.
How does ServiceNow drive business productivity and growth, especially in today’s remote and hybrid world?
ServiceNow is the glue between data and productivity
ServiceNow fully understands that working without data is work in a vacuum. Outside of work that produces physical goods, most work today is about inputting and outputting information. From its successful legacy of notoriously complex IT Configuration Management (CMDB) databases for many businesses, ServiceNow built the NOW platform with an emphasis on taming the data that supports the workflow.
The platform extracts and leverages both discovery data to model services and technologies, and monitoring data to understand their behavior. Thanks to its ability to store, integrate or federate all of this data, the NOW platform can facilitate an informed workflow, whether human, machine-assisted or fully automated. End-to-end data recovery automation allows teams to spend less time extracting the information they need and more time delivering results for customers, employees, or partners.
ServiceNow’s workflow is further enhanced with AIOps capabilities via artificial intelligence and machine learning (AI / ML) applied to its data. Whether it is a virtual agent determining the best response to a request, the grouping of events (or symptoms) into a common or probable cause, or the automated availability of data related to the task at hand, ServiceNow acts as a coordinator who empowers the company, organizations and people.
ServiceNow simplifies complex workflows
As the world changed and shifted to a mostly remote and now hybrid work structure, reliable workflows became even more important. And, in many cases, the challenges of the traditional workflow became more evident: some employees needed access to certain data and tools while others did not, internal silos were created to prevent collaboration between teams, gaps in data and systems reduced productivity and resulting security issues arose.
Organizations that invested in ServiceNow early in this transition have benefited from a number of features that simplify complex workflows. As a primarily fully cloud-based SaaS solution with integrations into most business software, ServiceNow has made it easy to consolidate work that depends on multiple systems.
ServiceNow has also demonstrated that it can tackle all associated processes through its ITSM workflows. With its full-fledged CMDB, service catalog, service portal, virtual agent, low-code tools and multitude of out-of-the-box processes, there is little that a business is not able to handle. While customizing out-of-the-box workflows is a traditional challenge, ServiceNow’s pace of innovation, job design, and low-code capabilities have made it much easier to adapt to customers’ jobs.
Once a business invests in a foundational platform across multiple areas, it begins to see a network effect and a cumulative effect as more processes are integrated. This is because the business is increasingly connected and working from the same data and workflow.
Automation of definable tasks
In the world before information technology, workflow was largely invisible and often included unnecessary and inefficient work. Today’s workflow design should be shaped by asking âwhy do thisâ, incorporating feedback to eliminate unnecessary tasks, optimize decisions and results, and determine repeatability.
This process of continuous pruning and improving the definition of the workflow should result in work that can be either fully automated, machine-assisted, or necessarily human-made. The introduction of AIOps further accelerates this trend towards automation through its data-driven determination of the best information or action plans. As AIOps and the data on which it is based, business and IT professionals will be freed from definable, and often tedious, tasks that do not lead to strategic initiatives or delight. as only human services can do.
AIOps is the future of business operations because it enables the seamless exploitation of information from data, maximizes the productivity of workflows, and informs and liberates teams to act in as drivers of critical business initiatives. These are becoming key competitive advantages, especially since remote and hybrid working is not going to disappear; and ServiceNow is at the forefront of many leading companies.
Bill Driscoll is co-host of AIOps Evolution Weekly and consulting director at Wind advice. He leads the AIOps practice at Windward and covers business development, project delivery, partner management and team leadership for selected clients. Bill acts as a strategic client advocate, using his extensive experience in AIOps as well as 20 years of experience leading professional services teams at SevOne, Capgemini, the US Air Force and Windward.