January 18, 2018 at 13:20ServiceNow Kingston Update: Machine Learning Features and Now Platform Upgrade
In mid-December, ServiceNow announced the release of a new version of the platform of the same name - ServiceNow Kingston. The following changes were made to it:
More about these improvements, we will tell under the cut. / Flickr / kenny louie / cc
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. She found her application in the Now Platform product 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 (more on how the solution works, we wrote here ). The
intelligent system was trained on the basis of 90 thousand client data, and showed an average accuracy of categorization 71 % when appointing tickets. At the same time, 67% of incidents were resolved automatically. In ServiceNowEstimated 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 the IHS Markit study, IT equipment downtime costs companies $ 700 billion a year, and this is only in North America. Dave Wright, Strategic Planning Manager at ServiceNow, claims that these costs are a significant blow to small businesses and the economy as a whole. Therefore, Service Now has developed an Intelligent Automation Engine.
The mechanism analyzes the events that led to equipment failure in the past, and on their basis automatically creates patterns of equipment behavior before a failure. With their help, the system not only reports that a particular component is not working, but predicts a malfunction in a few hours or days, so that specialists can fix the problem in time.
Let's take a concrete example : when an application has too many work flows, 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 impending CPU utilization.
Traditional event management tools will give a critical warning when the system is seriously disrupted. And the Intelligent Automation Engine will detect duplicate workload overloads in the application and give a warning about the likelihood of CPU overloading in advance.
Wright notes that the proliferation of such intelligent systems in the future may make it possible to exclude such a parameter as MTBF.
In the new release, the Now Platform platform for automating business processes of companies now has other features and improvements (in addition to Agent Intelligence):
ServiceNow also shared plans for upcoming releases. The following versions will traditionally be named after the 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.
You can find out about other Kingston innovations on the company's official website , or in the ServiceNow community here and here .
Other related posts from the Guild blog:
- Implemented the functionality of machine learning service for optimizing business processes (Agent Intelligence)
- Platform taught to predict equipment malfunctions
- New features added to Now Platform
More about these improvements, we will tell under the cut. / Flickr / kenny louie / cc
Agent Intelligence for Business Process Optimization
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. She found her application in the Now Platform product 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 (more on how the solution works, we wrote here ). The
intelligent system was trained on the basis of 90 thousand client data, and showed an average accuracy of categorization 71 % when appointing tickets. At the same time, 67% of incidents were resolved automatically. In ServiceNowEstimated 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.
Hardware Prediction
According to the IHS Markit study, IT equipment downtime costs companies $ 700 billion a year, and this is only in North America. Dave Wright, Strategic Planning Manager at ServiceNow, claims that these costs are a significant blow to small businesses and the economy as a whole. Therefore, Service Now has developed an Intelligent Automation Engine.
The mechanism analyzes the events that led to equipment failure in the past, and on their basis automatically creates patterns of equipment behavior before a failure. With their help, the system not only reports that a particular component is not working, but predicts a malfunction in a few hours or days, so that specialists can fix the problem in time.
Let's take a concrete example : when an application has too many work flows, 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 impending CPU utilization.
Traditional event management tools will give a critical warning when the system is seriously disrupted. And the Intelligent Automation Engine will detect duplicate workload overloads in the application and give a warning about the likelihood of CPU overloading in advance.
Wright notes that the proliferation of such intelligent systems in the future may make it possible to exclude such a parameter as MTBF.
Other improvements to Now Platform
In the new release, the Now Platform platform for automating business processes of companies now has other features and improvements (in addition to Agent Intelligence):
- Flow Designer: allows you to create and manage business process flows without writing code. It is about automating approval automation procedures, as well as managing ServiceNow data.
- IntegrationHub: Simplifies connecting ServiceNow streams to external services by connecting Flow Designer to third-party systems. This will allow anyone to create workflows in a natural language without writing code. There is integration with Microsoft Teams, Slack and HipChat.
- MetricBase: developers have added 25 new functions (e.g. minimum, maximum, aggregate) for analyzing time series data. Now you can set thresholds for launching events and create advanced reports, including new Performance Analytics reports.
- Edge Encryption : the control panel simplifies the work with proxy settings. It is also 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
ServiceNow also shared plans for upcoming releases. The following versions will traditionally be named after the 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.
You can find out about other Kingston innovations on the company's official website , or in the ServiceNow community here and here .
Other related posts from the Guild blog: