ServiceNow Kingston Update: Machine Learning Functions and Now Platform Upgrades
In mid-December, ServiceNow announced a new version of the platform of the same name, ServiceNow Kingston. The following changes were made to it:
In more detail about these improvements, we will tell under a cat.
/ Flickr / Kenny Louie / CC
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In one of our posts, it was mentioned that in January 2017, ServiceNow acquired a startup in the field of machine learning, DxContinuum. This decision was made to use technology to optimize business processes. It found its use in the product Now Platform and was called Agent Intelligence. According to the developers, the system automates the classification and assignment of tasks, which reduces the number of errors and reduces the time to solve incidents (for more details on how the solution works, we wrote here )
The intellectual system was trained on the basis of 90 thousand client data, and showed an average categorization accuracy of 71% when assigning tickets. At the same time, 67% of incidents were resolved automatically. In ServiceNow, it is estimated that the average annual time savings for resolving incidents with the support of Agent Intelligence is 26 thousand hours, and the material benefit is 27 thousand dollars.
According to an IHS Markit study, IT equipment downtime costs companies $ 700 billion a year, and this is only in North America. Dave Wright (Dave Wright), head of strategic planning at ServiceNow, argues that such costs deal a significant blow to small businesses and the economy as a whole. Therefore, Service Now has developed an intelligent automation mechanism (Intelligent Automation Engine).
The mechanism analyzes the events that led to equipment failure in the past, and based on them automatically creates patterns of equipment behavior before a failure. With their help, the system not only reports that one or another component does not work, but predicts a malfunction in a few hours or days, so that specialists can fix the problem on time.
Take a concrete example : when the application has too many worker threads, it reports this to the system. This is normal behavior, so this event is usually assigned a low priority. However, if such situations occur frequently, this is an indicator of the looming CPU load.
Traditional event management tools will issue a critical warning when the system is seriously disrupted. And the Intelligent Automation Engine will detect duplicate workload overloads in the application and will issue a warning about the likelihood of CPU overload in advance.
Wright notes that the proliferation of such intelligent systems in the future may allow to exclude such a parameter as mean time to failure (MTBF).
In the new release, the platform for automating business processes of companies Now Platform has other functions and improvements (besides Agent Intelligence):
In ServiceNow also shared plans for upcoming releases. The following versions will be traditionally named after world capitals with the letters L and M - London and Madrid, respectively. The first will be released at the end of 2018, and the second will appear in the third quarter of 2019.
To learn about other innovations Kingston can be on the official website of the company , or in the community ServiceNow here and here .
Other posts on the topic from the Guild blog:
- Implemented machine learning service to optimize business processes (Agent Intelligence)
- Platform taught to predict equipment malfunctions
- Added new features in Now Platform
In more detail about these improvements, we will tell under a cat.
/ Flickr / Kenny Louie / CC
')
Agent Intelligence to optimize business processes
In one of our posts, it was mentioned that in January 2017, ServiceNow acquired a startup in the field of machine learning, DxContinuum. This decision was made to use technology to optimize business processes. It found its use in the product Now Platform and was called Agent Intelligence. According to the developers, the system automates the classification and assignment of tasks, which reduces the number of errors and reduces the time to solve incidents (for more details on how the solution works, we wrote here )
The intellectual system was trained on the basis of 90 thousand client data, and showed an average categorization accuracy of 71% when assigning tickets. At the same time, 67% of incidents were resolved automatically. In ServiceNow, it is estimated that the average annual time savings for resolving incidents with the support of Agent Intelligence is 26 thousand hours, and the material benefit is 27 thousand dollars.
Equipment failure prediction
According to an IHS Markit study, IT equipment downtime costs companies $ 700 billion a year, and this is only in North America. Dave Wright (Dave Wright), head of strategic planning at ServiceNow, argues that such costs deal a significant blow to small businesses and the economy as a whole. Therefore, Service Now has developed an intelligent automation mechanism (Intelligent Automation Engine).
The mechanism analyzes the events that led to equipment failure in the past, and based on them automatically creates patterns of equipment behavior before a failure. With their help, the system not only reports that one or another component does not work, but predicts a malfunction in a few hours or days, so that specialists can fix the problem on time.
Take a concrete example : when the application has too many worker threads, it reports this to the system. This is normal behavior, so this event is usually assigned a low priority. However, if such situations occur frequently, this is an indicator of the looming CPU load.
Traditional event management tools will issue a critical warning when the system is seriously disrupted. And the Intelligent Automation Engine will detect duplicate workload overloads in the application and will issue a warning about the likelihood of CPU overload in advance.
Wright notes that the proliferation of such intelligent systems in the future may allow to exclude such a parameter as mean time to failure (MTBF).
Other Now Platform Improvements
In the new release, the platform for automating business processes of companies Now Platform has other functions and improvements (besides Agent Intelligence):
- Flow Designer: allows you to create and manage business process flows without writing code. It is about the automation of approval procedures (approval automation), as well as data management ServiceNow.
- IntegrationHub: simplifies connecting ServiceNows to external services by connecting Flow Designer with third-party systems. This will allow anyone to create workflows in natural language without writing code. There is an integration with Microsoft Teams, Slack and HipChat.
- MetricBase: developers added 25 new features (for example, minimum, maximum, aggregate) to analyze time series data. You can now set thresholds for launching events and create advanced reports, including new Performance Analytics reports.
- Edge Encryption : in the control panel simplified work with proxy settings. It also became possible to encrypt Journal Fields when adding attachments.
- Guided Tour Designer : added auto-start function and the ability to collect feedback after passing a virtual tour.
Future plans
In ServiceNow also shared plans for upcoming releases. The following versions will be traditionally named after world capitals with the letters L and M - London and Madrid, respectively. The first will be released at the end of 2018, and the second will appear in the third quarter of 2019.
To learn about other innovations Kingston can be on the official website of the company , or in the community ServiceNow here and here .
Other posts on the topic from the Guild blog:
Source: https://habr.com/ru/post/345622/
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