Clients will gain deeper, AI-driven insights from their data. The joint solution creates a baseline of their normal IT environment. It provides recommendations for actions to prevent and fix IT issues at scale, before they become problems. As a result, customers can 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.
The new solution will be enabled through a joint go-to-market strategy, and will be available later this year from IBM.
ServiceNow ITSM allows IT to deliver scalable services on a single intelligent cloud platform to increase productivity by 20% (according to a Forrester estimate) and resolve issues faster, creating amazing employee experiences. ServiceNow ITOM Visibility leverages Service Graph, the next evolution of our native Configuration Management Database (CMDB), to deliver automated, near real-time visibility into the true operational state of all resources and business services.
Historically, the CMDB functioned as a single source of truth for your IT infrastructure. Modern IT organizations increasingly need consistent, data-driven insight into the entire digital lifecycle, not just inventory and asset management. Stemming from our acquisition of Sweagle, Service Graph now underpins all of ServiceNow’s solutions, enabling businesses, for the first time, to integrate technology, people, and processes into a service-oriented view.
IBM Watson AI applies machine learning and AI to IT operations, automating how enterprises self-detect, diagnose, respond to, and remediate IT anomalies in real time. Customers get anomaly detection along with automated recommendations based on deep analysis of prior incidents.
IBM algorithms and baselining techniques will provide important context to ServiceNow, enabling streamlined incident management, making the data more useful to agents and retraining the AI over time. Thanks to the power of AI and machine learning, the average time to resolve incidents can be reduced by 65 percent. Using ServiceNow’s IT workflow capabilities, meanwhile, all actions and insights will be recorded for auditing purposes and to generate future insights.
Using the IBM and ServiceNow joint solution, IT pros will be able to obtain a full view of an issue, from start to finish. With recommendations and deep diagnosis from IBM Watson AI, a service agent can quickly understand the incident, without ever leaving ServiceNow.
On the implementation side, IBM is expanding its global ServiceNow practice to include additional capabilities that provide advisory, implementation, and managed services on the Now Platform. ServiceNow is co-investing to train and certify IBM employees and dedicated staff for customer success.