reduce it service incidents by 50% with operational intelligence

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Reduce ITOM Service Incidents by 50% with Operational Intelligence

Eric Hagstrom Ben Yukich

IT Operations Specialist Advisory Solutions Consultant

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ServiceNow Is a Fast-Growing, Global Company

~4,800 Employees

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Amsterdam, London, Sydney, Israel, India

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Agenda

• Discuss correlation between incidents and outages and why its important

• Explore how ServiceNow AIOps and machine learning capabilities assist in eliminating outages

• Look at the tangible outcomes from customers: TimeWarner, Zillow and TransAlta


What is an incident?

An event or an occurrence

An unplanned interruption to an IT Service or reduction in the quality of an IT service

Failure of a configuration item that has not yet affected service is also an incident


Natural correlation

Lightning always precedes thunder

Incidents precede outages


The noise is just getting louder…


Incident overload results in

Service Outages


WHY? Let’s look through the eyes of the IT operator

Which services does this alert effect?

For this alert, any recent changes to the CI?

Which alerts are most critical?

Where do I direct the remediation first?


The ServiceNow approach to reducing IT incidents

Address Problems

Manage Change

Prevent Overload


Address problems for long term incident elimination

Identify and resolve repeat incidents


Reduce incidents by managing change

80% of outages are the result of people or process failure


Turn event overload into actionable insight

Give the IT operator a fair chance at eliminating

outages


ServiceNow IT Operations Management

Using Machine Learning and AI Ops technologies to reduce incidents and

eliminate service outages


Service oriented view prioritizes the business

Service health dashboard

shows the relationship

between business

services and alerts


Reduce the volume, reduce the outages

INT125632

IT Alerts Alert Correlation Incidents


Correlate alerts to reduce the noise

Identifies alerts as a

single phenomenon


Analyze the root cause to pinpoint the disruption

Determine the most

likely root cause to

focus the operator

and reduce

unnecessary

upstream incidents


Detect anomalies before they become incidents

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Customer logos are the trademarks or registered trademarks of their respective holders and not ServiceNow

REDUCED EVENT

OVERLOAD BY

99.2%

“With ServiceNow, we’re much more proactive.

Because of this, we’ve actually reduced the

number of high-impact incidents, and we’re

resolving them more quickly.”

-Olga Krasovski

Director of Service Management at Time Warner

From 120,000 events per week to less than 1,000 Incidents



“By consolidating our monitoring and

managing our events consistently,

ServiceNow Event Management gives

us the ability and confidence to take

on new challenges.”

-Seth Thomas

Director, Site Operations at Zillow

Reduced thousands of events to less than 100 incidents

Automatically closes the majority of incidents



ACHIEVED AN OUTAGE

REDUCTION OF

80%

“By the time our users notice a

service issue, we’ve already told them

about it and we’re working on a fix.”

-Jamie Duncalf

Manager, IT Operations at TransAlta


Recap

• Incident volume will continue to climb left to its own devices

• Overload results in the inability to prioritize, pinpoint business impact, and slows remediation

• ServiceNow helps you reduce incidents through IT Service Management problem and change management as well as with IT Operations Management


Q & AThank you for joining us.

Eric Hagstrom & Ben Yukich

IT OperationsServiceNow

© 2017 ServiceNow All Rights Reserved 25Confidential

15,000Registrants

400+Total Sessions

150+Exhibiting Partners

35+Pre-Con Sessions

2 General Session Keynotes

CIO Decisions

ExecConnect

Special Interest Groups

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Partner Expo

ServiceNow Pavilion and demos

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1 CreatorConKeynote

4 Topic Keynotes 2 Partner

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M AY 7 – 1 1 , 2 0 1 7 O r a n g e C o u n t r y C o n v e n t i o n C e n t e r, O r l a n d o F L

reduce it service incidents by 50% with operational intelligence

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