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ServiceNow brings machine learning to everyday work

The ServiceNow Intelligent Automation Engine is machine learning intelligence applied to four of the biggest use cases that IT has today

ServiceNow brings machine learning to everyday work
ServiceNow aims to prevent outages before they occur using machine learning.

ServiceNow states that the biggest problems in IT can be solved with machine learning capabilities, as it introduces its ServiceNow Intelligent Automation Engine.

ServiceNow aims to prevent outages before they occur, automatically categorise and route incidents, predict future performance and benchmark performance against IT peers.

The intelligent platform is applied to four of the biggest challenges faced by today's organisations, and by taking massive amounts of operational data, investing in R&D, and having a team of data scientists, ServiceNow plans to eliminate popular problems.

By automating both routine and complex processes and predicting outcomes, organisations can dramatically reduce costs, speed time‑to‑resolution and deliver consumer-like experiences for employees, partners and customers.

Dave Wright, chief strategy officer, ServiceNow, said: "Intelligent automation heralds a new era in workplace productivity. With this game changing innovation, we have embedded intelligence across our Platform, trained with each customer's own data, ServiceNow is enabling customers to achieve a quantum leap in the speed and economics of their business."

The four innovations include:

- Anomaly detection to prevent outages - The algorithm identifies patterns and outlying occurrences that are likely to lead to an outage, plus system learns what the normal range of behaviour is and flags outliers that can indicate future errors or malfunctions.

- Intelligence to categorise and route work - By learning from past patterns, the Intelligent Automation Engine can predict future outcomes, including determining risks, assigning owners, and categorising work.

- Performance predictions to drive improvements - The Intelligent Automation Engine powers new algorithms in its real-time Performance Analytics application to help customer better determine when they will achieve performance goals.
 - Benchmarks to evaluate performance against peers - In the past, comparing performance to peers was difficult if not impossible, now, companies can not only know how they are performing against their own goals, but how their performance compares to like organisations.

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