ServiceNow said it will integrate its service management and operational visibility tools with IBM's Watson software that automates information technology operations using artificial intelligence, or AIOps. Available later in 2020, the solution is intended to allow enterprise IT staff to identify, fix and prevent IT issues.
AIOps value lies in its ability to improve pattern recognition, anomaly detection and determination of causation, Gartner says. AIOps uses a big data platform to aggregate siloed IT operations data in one place, IBM says.
IBM notes that data can include:
Historical performance and event data
Streaming real-time operations events
System logs and metrics
Network data, including packet data
Incident-related data and ticketing
Related document-based data
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, ServiceNow says. “AIOps will detect patterns a human would be unlikely to uncover, including those that reveal cause and effect,” Gartner analysts have said.
Enterprises might use AIOps to support a pattern detection algorithm supporting customer relationship operations. In such cases, software can map the metrics from IT and business data.
User navigation might be correlated with digital experience data, order data, sentiment data and account activity.
That would enable the building of a composite model of a customer, across all applications they use and different behaviors across multiple modes of a single application such as when they use a web browser versus a mobile device, Gartner says.
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