ARMONK, N.Y. and
SANTA CLARA, Calif., Oct. 15,
2020 /PRNewswire/ -- 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. "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."
"For every CEO, digital transformation has gone from
opportunity to necessity," said ServiceNow CEO Bill McDermott. "As ServiceNow leads the
workflow revolution, our partnership with IBM
combines the intelligent automation capabilities of the
Now Platform with the power of Watson AIOps. We are
focused on driving a generational step improvement in productivity,
innovation and growth. ServiceNow and IBM are helping
customers meet the digital demands of 21st
century business."
Organizations are under pressure to deliver innovation and
create great experiences for customers and employees, all while
driving efficiencies and keeping costs and IT risks down. Yet in
today's technology-driven organization, even the smallest outages
can cause massive economic impact for both lost revenue and
reputation. This partnership will help customers address these
challenges and help avoid unnecessary loss of revenue and
reputation by automating old, manual IT processes and increasing IT
productivity.
IBM and ServiceNow will initially focus on:
- Joint Solution: IBM and ServiceNow will deliver a
first of its kind joint IT solution that marries IBM Watson
AIOps with ServiceNow's intelligent workflow capabilities and
market-leading ITSM and ITOM Visibility products to help
customers prevent and fix IT issues at scale. Now, businesses that
use ServiceNow ITSM can push historical incident data into the deep
machine learning algorithms of Watson AIOps to create a baseline of
their normal IT environment, while simultaneously having the
ability to help them identify anomalies outside of that normal,
which could take a human up to 60% longer to manually identify,
according to initial results from specific Watson AIOps early
adopter clients. The joint solution will position customers to
enhance employee productivity, obtain greater visibility into their
operational footprint and respond to incidents and issues
faster.
Specific product capabilities will
include:
-
- ServiceNow ITSM allows IT to deliver scalable
services on a single cloud platform estimated to increase
productivity by 20%.
- ServiceNow ITOM Visibility automatically delivers near
real-time visibility from a native Configuration Management
Database, into all resources and the true operational state of all
business services.
- IBM Watson AIOps uses AI to automate how enterprises
detect, diagnose, and respond to, and remediate IT anomalies in
real time. The solution is designed to help CIOs make more informed
decisions when predicting and shaping future outcomes, focus
resources on higher-value work and build more responsive and
intelligent applications that can stay up and running
longer. Using Watson AIOps, the average time to resolve
incidents was reduced by 65 percent, according to one recent
initial proof of concept project with a client.
- Services: IBM is expanding its global ServiceNow
business to include additional capabilities that provide advisory,
implementation, and managed services on the Now Platform.
Highly-skilled IBM practitioners will apply their expertise to
facilitate rapid delivery of valuable insights and innovation to
clients. IBM Services professionals also will introduce clients to
intelligent workflows to help improve resiliency and reduce IT
risk. ServiceNow is co-investing in training and certification of
IBM employees and dedicated staff for customer success.
For example, using the IBM and ServiceNow joint solution, a bank
will be able to obtain a full view of an incident, from start to
finish. With recommendations and deep diagnosis from Watson
AIOps, a service agent will be able to quickly understand the
incident, without ever leaving the ServiceNow ITSM
platform. Leveraging more than an agent's own knowledge and
research, Watson AIOps can provide anomaly detection along with
automated recommendations from the historical deep analysis of
prior incidents. Using incident management tools from
ServiceNow, actions and insights can be recorded for auditing
purposes and for leveraging future insights. Watson AIOps can then
push important context to tickets, discovered only via AI
algorithms and baselining techniques, helping to make the data more
useful to agents and retraining the AI over time.
"Businesses are facing increased pressures to match the digital
pace of a cloud-first market in order to meet the demands of their
customers," said Stephen Elliot,
program vice president, DevOps and Management Software, IDC. "The
C- suite is transforming workflows to deliver insights and
automation for more efficient customer engagement models and cost
containment strategies for the business, while simplifying IT
operations and increasing collaboration between IT and business
stakeholders."
Today's news strengthens the partnership previously announced by
IBM and ServiceNow to help enterprises simplify IT operations for
multi-cloud environments.
Also today, IBM announced the formation of the AIOps Elite Team
– a new no-charge advanced engagement team, dedicated to
engineering AIOps in a client environment and building and refining
AI models.
Availability
The new joint solution will be enabled
through a joint go-to-market strategy and will be available later
this year from IBM. Learn more about the expanded partnership
between IBM and ServiceNow here:
https://www.ibm.com/watson/aiops
About IBM
For more information about IBM
visit, www.ibm.com. Statements regarding IBM's future
direction and intent are subject to change or withdrawal without
notice and represent goals and objectives only.
About ServiceNow
ServiceNow (NYSE: NOW) is making the
world of work, work better for people. Our cloud–based platform and
solutions deliver digital workflows that create great experiences
and unlock productivity for employees and the enterprise. For more
information, visit: www.servicenow.com.
© 2020 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries.
Other company names, product names, and logos may be trademarks of
the respective companies with which they are associated.
Use of Forward-Looking Statements
This release
contains "forward-looking statements" about the expectations,
beliefs, plans, and intentions relating to the expanded partnership
between IBM and ServiceNow. Such forward-looking statements include
statements regarding expected performance and benefits of our new
joint solution and joint go-to-market strategy. Forward-looking
statements are subject to known and unknown risks and uncertainties
and are based on potentially inaccurate assumptions that could
cause actual results to differ materially from those expected or
implied by the forward-looking statements. If any such risks or
uncertainties materialize or if any of the assumptions prove
incorrect, our results could differ materially from the results
expressed or implied by the forward-looking statements we make. We
undertake no obligation, and do not intend, to update the
forward–looking statements. Factors that may cause actual results
to differ materially from those in any forward-looking statements
include: (i) delays and unexpected difficulties and expenses
related the solution; (ii) uncertainty as to whether sales of such
solution will justify this strategy and investment; and (iii)
changes in the regulatory landscape related to the solution.
Further information on factors that could affect our financial and
other results is included in the filings we make with the
Securities and Exchange Commission from time to time.
Media Contacts:
IBM:
Faye Abloeser
IBM Communications
abloeser@us.ibm.com
ServiceNow:
Sara
Day
ServiceNow Communications
press@servicenow.com
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SOURCE IBM