IBM and ServiceNow

IBM and ServiceNowTransform the speed and delivery of ITby using Watson AIOps and ServiceNow to help drive greater efficiency, reduce risk and lower costs

IBM Cloud & Data Platform

Watson AIOps / © 2020 IBM Corporation 1

Morgan TimpsonIBM Product ManagementWatson AIOps

Lisa WolfeServiceNow Product MarketingITOM, AIOps and CMDB

Agenda

1) Start with the foundation for Digital Transformation: ServiceNow IT Service Management

2) Gain enterprise-wide visibility of IT resources and services in real-time with ServiceNow IT Operations Management Visibility

3) Deliver un-interrupted services and repair incidents before users are impacted with IBM Watson AIOps

22 © 2020 ServiceNow, Inc. All Rights Reserved.

Silos and manual processes lead to finger pointing … finger pointing leads to miserable employee experiences and missed SLAs

“We have all the tools a company could ask for, but at the end of the day, we have no way to correlate the data across them…This leads to war rooms with 40 or 50 people gathered to trouble shoot an incident and it quickly devolves to finger pointing.” Large Media Company

– Forrester: Take The Mystery Out Of AI For IT Operations (AIOps)Rich Lane, July 2019

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© 2020 ServiceNow, Inc. All Rights Reserved.

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Start with the foundation for digital transformation on a single cloud platform ServiceNow

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System of Action™

Nonstop Cloud™

Start fast by delivering amazing employee experiences with the foundation for digital transformation, ServiceNow ITSM

Source: Forrester, ”The Total Economic Impact™ of ServiceNow”—A commissioned study conducted by Forrester Consulting on behalf of ServiceNow June 2020

User

experience

Deliver scalable IT services on a single cloud platform

Increase IT agent productivity and resolve your issues faster with platform-native AI

Create resilient service experiences that fit the world your employees work in

Now Platform®

229%Average ROI in 7 months

$6MAvoided legacy costs

25 POINTIncrease in employee CSAT scores

Mobile PortalWalk-up

Source: ServiceNow 5

© 2020 ServiceNow, Inc. All Rights Reserved.

6 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential.

Problem: Services team needs to modernize and consolidate their ITSM solutions

Consolidate IT services

Restore services faster, enable agents to work and collaborate using a single platform for IT

Minimize service disruptions and accelerate root cause resolutions using built-in dashboards

Integrate change processes across IT and reduce risk and improve governance

Drive service excellence across all applications and processes, CMBD is a single system of record

Increase IT agent productivity with AI

Resilient service experiences that fit today’s world

IT services on a single ITSM cloud platform

Incident Management

Problem Management

Change Management

Configuration Management

$3Msaved in license, maintenance, and hardware

Oneplatform powers service delivery, approval in seconds


Problem: Services team needs to become more efficient and productive

Increase Services team productivity

Improve agent efficiency, give greater visibility and speed resolution of incidents

Boost self-service and promote knowledge sharing and increase employee satisfaction with fast resolutions

Maximize agent efficiency, manage team performance, simplify work even when not connected to the internet

Deflect tickets, reduce call volumes, and automate common requests with natural language conversations

Allow agents to perform from anywhere

Remove the burden of mundane tasks

Increase agent efficiencyAI-powered resolutions

Agent Workspace

Knowledge Management

Mobile Agent

Virtual Agent

53%reduced major incident resolution

2Xincreased agent productivity


Problem: Employees want service any time, where they are, with fast resolutions

Provide Employee self-service

70%employees now use self-service

50%reduced workload with self-service

Single place to get service and easily communicate with employees

Boost self-service and promote knowledge sharing and increase employee satisfaction with fast resolutions

Provide better self-service, deflect tickets, reduce call volumes, and auto-mate common requests

Gives employees fast self-help while on-the-go that is powered by a single cloud platform

Employees get faster answers and resolutions

Meaningful work for IT support employees

Get support 24/7 from anywhere

Unified Service Portal

Knowledge Management

Virtual Agent

Now Mobile

Gain enterprise wide visibility of all IT resources and services in real-time

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10 © 2018 ServiceNow, Inc. All Rights Reserved.

IT needs to answer these questions to run day to day operations and before any transformation beginsITOM Visibility

First Call Resolution

Mean Time To Repair

Customer Satisfaction

Incident Deflection

ITSM + Discovery “How do we make sense of all our

1000s of application portfolios, tools

and manual processes and collect

the data only once and use it many

times?”

“How do we get better visibility into

our infrastructure and 1000s of

application portfolios?”

“How can we tie all our tools

and processes together to start

our transformation and

automate this?”

Before After

Before: Slow, reactive IT response

After: Service experiences

delivered @ speed

Gain essential visibility and prevent failuresdue to unauthorized change with ITOM Discovery

ITOM Discovery detects

the change

Emergency Unauthorized Change record opened

Unauthorized box checked

Once the change is corrected

of reverted , CMDB is updated

with the accurate information

CMDB

The system verifies if it was

authorized and if not, it opens

an Emergency Change record

Use case: ~80% of incidents are the result of a change

Example: Ops, DevOps, Security admin team makes an unauthorized change

Source: ServiceNow 11

Source: ServiceNow

into the operational state of your Next, knock down the silos and gain real-time visibility

business services, infrastructure and certificates with ITOM Visibility

Service Map

On-Premises

Data

sources

Event

sourcesApp

Performance

Monitoring tools

APIs Cloud services

Within and across infrastructure stacks

Firewall

policies

Software

licenses

Vulnerabilities

PKI certificates

• Discover your infrastructure, applications across on-premises, cloud, modern stacks

• Automate the population of your CMDB in real time and be Audit Ready

• Manage change effectively

• Reduce MTTR by immediately understanding the service components and identifying where to troubleshoot

• Identify certificate expiration and avoid hacks and massive fines

Outcomes

https://martinfowler.com/microservices




Deliver un-interrupted services and repair incidents before impacting users with IBM Watson AIOps

Innovation v. Stability

Negotiating Complexity & Scale

Burnout & Skills

Days to detect and diagnose a complex issue

Less than 1% of your alerts are critical but cost $420K per hour in downtime if not detected

Only 10% percent of FTEs have 90% of critical expertise

Teams & leadership struggle with talent risk

70% of of their resources are tied up just keeping the lights on

$1.2M spend per service in highly skilled FTEs to meet SLA and resiliency demands

Struggling with inconsistent alerts, interrupted workflow to swap between incomplete tools

Wasted hours, growing frustrations manually scouring logs, tickets and alerts

Overwhelmed by disparate tools


IT Grappling With New Challenges

ServiceNow

Identify the impact of an IT issue before users are affected with Watson AIOpsUnearth risk “dark” technical debt and risk by comparing data across silos with AI

Collect all relevant data

Correlate, curate and highlight most relevant data across tools without manual “deep-dive” investigations

Focus your efforts via automated event grouping, analytics and probable cause

Automated Event Analysis

Dynamic Topology Mapping

Accelerate data awareness to near-real time into existing workflows or ChatOps

Smart ChatOps

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Why IBM Watson AIOps?

Plug-into your existing IT Ops and SRE tools portfolio

Conform to your existing processes

Transparent, explainable analysis & AI models

Send data to dashboards, bring insights into existing workflows or

ChatOps

Simple Installation

Included Training

Optional Strategy Support

90-day time-to-value vs 1-year competitor time-to-configure & train

Analysis & AI models automatically start and easily calibrated

Deepen understanding of issues to expedite resolution

Accelerate proactive team behaviors

Enable Collaboration across silos

Identify & accelerate automation opportunities

Provide actionable, evidence-based insights to the business

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Bringing it altogether …


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Outcomes

• Repair incidents 65% faster

• Increase employee productivity by 20%

• Transform the speed and delivery of IT

Impact

• Visibility and intelligence across data silos to

better manage and detect risk

• Prescriptive, AI-driven recommendations and

workflows

• Single system of action & transformation for IT on

a single scalable cloud platform

Deliver scalable IT services, improve IT productivity and deliver amazing employee experiences

with the foundation for digital transformation

ServiceNow ITSM

Transform the speed and delivery of IT with IBM Watson AIOps, ServiceNow ITSM and ITOM

Discover service and infrastructure

components across silos

with ServiceNow ITOM Visibility

Address risks and anomalies across data silos with prescriptive

recommendations

with Watson AIOps

Now Platform

Executing IT Transformation with IBM Services

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Visibility & Intelligence

AI Recommendations & Workflows

Single System of Action

& Solution

MigrateManage & Optimize

• Cost effective &

automated

• Move data and processes

to the integrated solution

• Leverage experienced

resources

• Refine processes & curate

data for greater efficiency

• IBM management team

runs with continuous

improvement

• More bandwidth to focus

on core business

Thank you


IBM and ServiceNow

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