Transform IT Service Delivery and Operations with ServiceNow

Part One: A successful CMDB deployment in five essential steps

Having a healthy CMDB is key to IT resilience, and there are five steps to deploying it. Join the first of our three-part series on maintaining your CMDB as a trusted source and learning the essential role it plays in your organization’s resilience.

In Part One, you’ll learn how to master the CI identification process to handle multiple data sources feeding the CMDB and understand how to create identification rules with priority and related CIs.

You’ll also learn:
• Why digital transformations fail and how a service-aware CMDB can help
• The five essential steps to deploying a CMDB successfully
• How AIOps helps prevent business service slowdowns and outages
• How to master the CI identification process

In the quest to drive growth while managing hybrid workforces and dynamic digital services, it’s time to ditch the legacy tools and siloed environments that create friction and slow innovation. By automating and optimizing your technology service operations on a single platform, you’ll empower your IT operations and service management teams to work more productively, overcome service complexity, and meet rising customer expectations.

Find out why Service Operations is so vital for improving business outcomes and generating greater value, in this session from IDC and ServiceNow. You’ll hear expert insights on how organizations like yours are realizing huge benefits with Service Operations, including:
• 4-5x better ROI in workflow efficiencies
• 6x improvement in time to restore services
• 50% lower workloads with Virtual Agent
• 90% reduction in service outages

Also, you’ll get guidance on where you stand in your Service Operations journey, how to start discussions with your leadership teams, and your next steps for success.

ServiceNow uses its own AIOps solution that leverages the power of artificial intelligence to predict service issues, prevent impact to users, and accelerate and automate remediation. Did you know we cut down our MTTR by 50%?

In this session, you’ll hear how AIOps, as part of a modern service operations solution, can help you develop a self-healing IT infrastructure that operates around the clock. Our experts will discuss:
• How to deliver exceptional employee experiences before issues impact end-users
• How to launch workflows to automate corrective actions and reduce remediation time
• How to utilize insights, use cases, strategies, and best practices to transform IT Operations

The first step for a digital-first strategy is to modernize your service and operations on a single cloud platform to help you expand and improve the services you offer.

Why Modernize? You stand up the IT foundation with a ServiceNow single cloud platform across the IT estate to gain end-to-end visibility with service context, break down organizational silos, and share consistent data from across the enterprise

Join this session to learn how this approach can help your organization:
• Increase agent productivity by 30%
• Resolve incidents 33% faster
• Resolve major outages 25% faster

Happy employees make happy customers. Your employees want and deserve a technology experience that makes them want to come to work. AI-based automation, embedded within the Service Operations solutions, can help you deliver just that. With this solution, employees can request technology services any time, from anywhere on any device with fast resolutions. On the other hand, those providing services to employees will also benefit, as the technology automates delivery against many of the requests employees have, freeing your service agents to focus on complex, impactful issues

ServiceNow allows users to expand technology services while reducing costs. In this session, you’ll learn how ITOM Visibility helps users:
• Discover their on-prem and cloud-based IT estate and maintain a consistent and complete CMDB
• Understand business context with automated service mapping
• Reduce risk by automatically tracking and renewing PKI and TLS certificates
• Track firewall policies on the same platform

When you have complex digital services, there’s a lot that can go wrong—and a lot that requires immediate action. But how do you reduce service disruptions—and speed resolution time—at a time when your global IT environment is more complex than ever?

During this session, you’ll learn how ServiceNow’s Predictive AIOps can automatically detect service issues and reduce outages. You’ll see how ServiceNow’s AI-powered service operations can help you fix issues easier and faster. And you’ll understand how you can improve your ability to:
• Deliver experiences that employees love
• Support employees working from anywhere
• Keep digital services up and running

IT service and operations management should work hand-in-hand. But often, each team has different, unreliable legacy tools, manual processes and no consistent view or data shared between teams.

In this session, you will learn how to overcome these challenges. Our industry experts will share our innovative strategies with live demos and real-world customer examples including success metrics. What kind of real results can you expect?
• Service management: 75% reduction in resolution time and 30% improvement in agent productivity
• Operations management: 25% faster resolution of major outage

How many times do slow digital services and outages prevent your employees and your customers from getting things done? And if it is too many times, customers don’t return. How about flipping this script and preventing slow digital services and outages from impacting your employees and customers by catching them and fixing them first.

In this session, we’ll discuss and demonstrate how ServiceNow’s Predictive AIOps can help you predict and prevent machine and application-related incidents before they impact users or your business and keep your digital services running 24/7.

TBD

This session describes how IT Services and IT Operations teams challenges (high costs, inefficiencies, and poor employee experiences) are solved and how both groups benefit from collaborating and working on the Now platform. When they automate their core ServiceOps processes on ServiceNow they see faster issue resolutions, easier employee engagement, smarter service operations and more productive agents with AI.

To drive growth through digital business initiatives, it’s imperative to deliver quick ROI. Many of our customers have found 30% + benefits in productivity by increasing agent efficiency with AI, the ability to let employees resolve their own issues from anywhere and then measuring outcomes of work you do in the digital world. In this session, we’ll talk about some ServiceNow capabilities designed to help you meet your most important productivity and efficiency goals.

Take your service delivery experience even further and to the next level by digitally transforming your business processes and workforce. Build high-performing by intelligently optimizing schedules and work assignments while ensuring they work smarter by optimizing their processes using the power of AI.

In this Pink Elephant and ServiceNow® webinar, you’ll learn Service Operations best practices on how you can expand IT services while reducing costs. Thousands of organizations are realizing the benefits of ServiceNow Service Operations adoption by: 
- Delivering scalable IT services and operations on a single cloud platform 
- Automating core services and operations processes 
- Gaining visibility of resources, applications and assets with context

Typical use case outcomes include increasing agent productivity by 30%, resolving incidents 33% faster and determining major outages 25% faster. Learn more about how you can start reaping these benefits yourself.

Learn how OpenTelemetry and Cloud Observability can populate your CMDB with real-time service maps from your cloud-native workloads, including microservices, containers, and serverless. By utilizing open-source OpenTelemetry collectors to collect traces, metrics, and logs, ServiceNow can not only build dynamic service maps in your CMDB, but also enable real-time monitoring, alerting, and anomaly detection in your cloud environments. Unlock complete visibility of your legacy and cloud assets in a single tool with ServiceNow.

Learn how ServiceNow’s IT Operations Visibility provides application and business context in your environment. Quickly understand the relationships between the many, many different systems and services that make up today’s hybrid-cloud IT landscape. Leverage this understanding to troubleshoot complex issues, examine implications for a planned change, or triage the effects of a failed change.

AI is everywhere, and ServiceNow is no exception. In this session, we will explore how ServiceNow is using the many facets of AI (Gen AI, General AI, Predictive Intelligence, etc.) to transform our DT support operations and increase business value across the enterprise in self-service, incident routing, and quality of service, to name a few. You will learn how we achieved major improvements in self-service rates, agent and developer productivity, and in enhancing the overall employee experience.

As a travel technology leader, Amadeus is moving its entire workload to the public cloud to meet competitive market objectives. This session will review the company's move to cloud project and how it leveraged ServiceNow® ITOM and ITSM as key enablers for cloud operations, from configuration management to monitoring, incident management and much more. The session will describe how Amadeus set up the different features provided by ServiceNow to cope with the various use cases encountered in the cloud journey, the challenges faced and solved.

As the digital transformation wave continues, enterprise IT organizations are over-burdened with event noise from monitoring tools, service outages, and expectations of 24/7 service. But ServiceNow’s AIOps engine helps provide better insights into events, and then acts to automatically resolve issues. Join this webinar to hear how we transformed our internal processes from manual, repetitive and reactive to automated, predictive and proactive. You’ll also learn how AIOps:

- Identifies trends that indicate potential service events
- Pinpoints the root causes of outages and other issues
- Reduces event noise from multiple monitoring tools

ServiceNow AIOps will simplify your move to a digital model, enabling users to focus on higher-value projects.

Is your organization looking for ways to accelerate cloud adoption? As organizations deliver applications and services supported by the cloud, teams need to know how to plan, scale, and operate the cloud.

In this session, we'll walk through how ServiceNow helps organizations plan application transformation in the cloud, automate cloud requests, gain visibility of the cloud resources, insert governance policies, and run services resiliently and securely.

You'll also hear how ServiceNow's Cloud Center of Excellence team scaled Cloud and SaaS operations using the Now Platform.

According to IDC research, only half of cloud migration projects are termed “successful” or “very successful.” And it’s not hard to see why—cloud operations and control mechanisms haven’t kept pace with accelerating cloud adoption.

In this on-demand webinar from IDC and ServiceNow, we discuss best practices for driving value by achieving IT operational excellence in hybrid cloud environments.

We also assess the modern technology building blocks you’ll need, such as observability, AIOps and automation.

You’ll get insights on:

• unlocking a fundamental pillar for reliability and resilience with observability
• using observable data at scale and speed through automation and AIOps
• creating business value by improving productivity, user experience, cost transparency, and efficiency.

Looking to expand the technology services you offer while reducing costs? The answer is Service Operations. In this session, learn how you can achieve Service Operations by unifying ITSM and ITOM on a single platform. The session will highlight additional benefits of bridging these solutions across your organization including: delivering extraordinary employee experiences, resiliency, and productivity and developing technology best practices with optimized, efficient processes.

As often experienced, Finance of America’s IT services and operations teams were using different legacy tools, manual processes, and had inconsistent points of view. To improve employee and customer experiences, they understood that their IT services and operations needed to work hand-in-hand with a single platform using a single data model.  Finance of America found a way forward by working with ServiceNow Service Operations to bridge ITSM and ITOM. 

During this session, Meghan Sander will discuss:
-Championing ServiceNow within their organization
-How Finance of America began their Service Operations implementation
-Fostering change management and adoption across the organization
-What's next in the Finance of America journey

To gain faster automated governance and faster identification and resolution of DevOps and IT operational issues, many organizations are linking their DevOps with AIOps. Discover the real-world best practices these organizations have gained from this, by attending our virtual event, Real-world best practices linking DevOps with AIOps using ServiceNow.

Our speakers will take you on the journey large organizations have made in linking the world of DevOps to the work already going on in ServiceNow. In just one hour, you’ll:

- Learn how to gain simplified and deep root cause analysis of IT operational issues

- See how companies are connecting and building insights for value streams

- Understand how connected DevOps data informs AIOps and speeds up analysis

Harness the power of AI to eliminate silos and improve your DevOps—sign up for this webinar.

Because IT teams tend to work in silos: data gets fragmented, processes are not automated, and people are unengaged. How do you modernize these IT challenges with Service Operations?

In this webinar, ServiceNow, along with customer experts from Itaú Unibanco and The Ohio State University Wexner Medical Center, will share how to deliver business value and will discuss key benefits of Service Operations (ITSM and ITOM), including:

- Streamlining IT processes or workflows to drive innovation
- Digitizing and automating work to protect margins
- Keeping critical digital services up and running 24/7
- Capturing new metrics to sharpen decision-making

The pressure to deliver more with fewer resources is constant, especially across today's IT landscape. This session will provide practical insights into leveraging AI within ServiceNow ITSM to enhance IT productivity and enable a more forward-thinking, efficient IT operation within your organization. Key learnings include:

- Harnessing AI for automating routine IT operations
- Predictive AI techniques for a proactive approach in IT incident management
- Empowering IT teams to focus on strategic, business-impacting initiatives

In this session, ServiceNow experts will introduce the new Generative AI feature for IT Operations Management. Now Assist for ITOM brings simplification to a complex alert language. You will learn how to use this new feature to understand issues faster and improve resolution efforts.

Today, your IT team not only owns your core company technology, but must support all technology across all business units. However, technology teams have been burdened by debt from sub-par user experiences, difficulty cutting costs and waste, and silos that restrict collaboration and innovation. During this thought-leadership webinar, you'll hear how successful teams are combining ServiceNow automation and gernerative AI to:

- Improve Service Operations
- Optimize spend and reduce waste
- Deliver strategic technology initiatives

What are some of the first steps you can take when planning your AIOps project? AIOps is not a one-time project, it’s a product that helps deliver business value. It’s critical that IT teams understand how to build the right team and pick the right use cases to start. In this session, you’ll hear from Einar & Partners who advise companies on the right approach to starting and implementing AIOps.

o IT's digital strategy serves as a foundation for the business' digital strategy. And this foundation has never been more critical to the digital future every organization craves. Likewise, while most IT organizations have created a lot of automation, a truly automated IT foundation leveraging digital workflows and AI - that supports business success - is still a dream for many. Yet this IT foundation will empower employees, make your staff more productive and unleash more innovation, so it’s a dream worth pursuing. Please join us in this webinar, where your ServiceNow and IDC hosts will use recent market research to help you baseline your IT automation journey. We will also outline three key strategies you can begin today to help you take the next steps towards the automated IT foundation you need.

You have decided to implement AIOps solution, but what’s the right architecture? How do you avoid pitfalls? And, how do you use AI and ML to reduce noise and make problem identification faster?  Join ServiceNow AIOps experts as they answer these questions and give you a practical guide to get started on your AIOps journey.

AIOps needs a continuous improvement mindset - whether it’s finetuning AI and machine-learning or assessing the value of your implementation.  With the emergence of Generative AI, teams can learn new insights about the data correlation and how to improve the overall performance resolution efforts. Join ServiceNow AIOps experts to learn how to assess the value of AIOps and continually improve your implementation.

Modernizing your IT services and operations can be challenging, which is why ServiceNow and our partners are always refining our methods and introducing new ways to make implementation smoother and more efficient.

Watch this webinar, ServiceNow simplified: New methods for faster implementation, to learn about the tools and guidelines to optimize your ServiceNow journey, including the following topics:

- Guided setup and deployment strategies for Service Operations (ITSM + ITOM)
- Extracting the full value of the platform by using Admin Center
- Rapid discovery of your infrastructure with AI-powered service mapping
- Best practices from experts with decades of implementation experience

Don’t miss this opportunity to enhance your digital transformation efforts. Watch today and take the first step towards a more efficient and effective ServiceNow deployment.

Join our webinar to explore how ServiceNow can guide your organization through an efficient and streamlined cloud transformation. Our experts, Heather Archambault, Max Aronin, and Theo Simmons, will share insights into planning, scaling, and operating cloud services with resilience. Learn how to leverage ServiceNow's unified cloud solutions to remove operational roadblocks and accelerate innovation with full cost transparency and compliance standards.

We will cover:
- Best practices in planning application modernization
- Techniques to scale cloud processes with automation
- Insights for operating cloud services with increased resilience

Join Brian Solis, Head of Global Innovation at ServiceNow, along with industry leaders for this empowering session that explores how to shift the digital transformation narrative towards ROI and growth, powered by AI. You’ll hear key learnings and actionable next steps to get you started on your AI-first journey.

During this webinar, discover how ServiceNow can help your organization reimagine IT service and operations through AI-enabled workflow automation. You’ll learn: 

- The value of AI and GenAI to the enterprise
- Key AI and GenAI use cases from ServiceNow
- How to move ahead on your AI and GenAI journey

How can an organization accelerate digital-first business growth? Technology Service Operations (leveraging ITSM and ITOM together) is one key to success and it starts with streamlining processes to make it easier for teams to adopt and integrate digital workflows. This demo explores how Service Operations & GenAI connects IT service and operations management on a single platform, establishing the visibility and collaboration needed to accurately picture an organization's digital transformation, whether it's for IT service agents or operators.

Hockey doesn’t stand still, and neither does the NHL. With ServiceNow’s AI platform for business transformation, the NHL’s technology strategy matches its game strategy: delivering results with speed. Their approach? Start small and scale quickly to create transformative outcomes everywhere.  

Join Karen Atkinson, Vice President Program Management Information Technology at National Hockey League (NHL), Pablo Stern, SVP of Technology Workflows ServiceNow, and Dave Wright, Chief Innovation Officer ServiceNow, to discover their winning game plan:

- Rapid rollout of a strong, efficient digital foundation
- Strategies to operationalize innovation for fast time to value
- Engagement across stakeholders and organizations to drive change effectively

At ServiceNow, were not just talking about GenAI - we're implementing it using our own platform and products.

In this session, Rajeev Sethi, ServiceNow's GVP of Emerging Technologies, will share how we've integrated GenAI into our day-to-day workflows to offer a more consumer-like experience that drives productivity at work.

You'll learn:
-How we use Now Assist for GenAI to drive productivity across the enterprise
-Why self-service rates are improving for ServiceNow customers, employees, agents, and developers
-What's next in our journey from 20+ GenAI use cases in 6 months and beyond

The pressure to deliver more with fewer resources is constant, especially across today's IT landscape. This session will provide practical insights into leveraging AI within ServiceNow ITSM to enhance IT productivity and enable a more forward-thinking, efficient IT operation within your organization. Key learnings include:  

- Harnessing AI for automating routine IT operations
- Predictive AI techniques for a proactive approach in IT incident management
- Empowering IT teams to focus on strategic, business-impacting initiatives

Join us as we uncover the potential of AIOps with Generative AI, bringing you the latest strategies and insights for successful implementation. Learn from ServiceNow leaders as they share their expertise on: 

- Initiating and managing AIOps projects effectively and efficiently
- Best practices for event correlation and anomaly detection
- Leveraging Generative AI for faster and proactive problem resolution

See how to elevate your IT operations and deliver a better user experience with the power of AIOps.

The ServiceNow® platform, AI expertise and customer first mindset, enables ServiceNow to seamlessly weave Generative AI into applications and workflows. Join this session to see Now Assist in action for ITSM.

In this session, we'll explore Accenture’s transformation of its IT organization from traditional ticketing systems to AI-powered technology excellence. Our experts will share valuable insights and best practices for harnessing AI to optimize your own IT services and operations.
You will learn:

- How Accenture achieved a 38% reduction in Mean Time to Resolution/Closure and a 28% reduction in time spent on incidents
- Accenture’s strategies for integrating AI into IT services and operations
- How to cost-effectively migrate to ServiceNow and measure the value from your investment

Watch now to unlock the full potential of GenAI using ServiceNow’s CMDB context. In “The best IT GenAI outcomes need context. Your CMDB is a start,” you’ll learn how curated data and service context drive powerful GenAI outcomes without the need for vast data sets. We’ll take you through ServiceNow’s cutting-edge strategies and new features, demonstrating why partnering with us is essential for optimizing GenAI initiatives.

Our experts will show you:

- How to show GenAI value quickly in tech service ops
- How data quality and automation yield big dividends
- Why data management is key to GenAI success
- Get practical insights for optimizing business outcomes with GenAI.

How can an organization accelerate digital-first business growth? Based on the latest global research from EMA, IT Service Operations (AKA ServiceOps) is a requirement because: 

- Benefits are immediate and far-reaching across the organization
- Implementation is drama-free because ServiceOps is practical and makes sense to the people who actually do the work
- ServiceOps undergirds a digital foundation for strong business results

ServiceOps is technology-enabled, but it’s also people-centric. It is common sense, practical, result-driven, and growing in adoption. Thousands of ServiceNow customers have used it to bring improved user experiences, resiliency, and productivity.

In this session, we'll discuss the Service Operations journey many of these customers have taken and the value they’ve seen. Results range from streamlined processes and integrated digital workflows to AI connected IT service and operations management. ServiceOps has helped them establish the visibility and collaboration needed to accurately picture – and execute-- an organization's digital transformation. All based on the market-leading ServiceNow platform for AI.

Recently, we asked 4,500 executives and AI thought leaders how they’re guiding their organizations at this crucial time.

Hear their insights by joining us for a deep-dive conversation with ServiceNow thought leaders at Scenes from an AI Revolution: Learn how enterprise AI pacesetters create value. Our speakers will discuss the findings from our first-ever Enterprise AI Maturity Index survey. You’ll learn:

- How to ensure that AI investments pay off
- Why a clear AI strategy driven by senior leadership is the best barometer of success
- How board members, CEO offices, operations, and legal teams are involved in AI adoption plans

Learn what so many AI leaders are doing to gain an advantage over their competitors—and how you can benefit. Watch our webinar now.

For 13 consecutive years, U.S. News & World Report has ranked UW Health as Wisconsin’s number one hospital. This integrated health system of the University of Wisconsin-Madison uses ServiceNow’s Service Operations Workspace to help 1,800 doctors and 24,000 employees deliver quality care faster to 950,000 patients annually.

Join us for a valuable, service-oriented webinar, Faster incident resolution with AI-powered Service Operations Workspace. You’ll see how UW Health implemented Service Operations Workspace into its IT services and operations, boosting agent productivity, resolving incidents faster, and transforming its service desk.

With ServiceNow, UW Health was able to:
- Reduce time to service by 95%
- Decrease incident volume by 4.5%
- Save on operating expenses

Discover how AI-powered Service Operations Workspace improves the speed, efficiency, and service quality for agents, employees, and customers. Sign up for our webinar now.

This chat explores the transformative potential of Artificial Intelligence (AI) in IT operations. Industry expert Jon Brown from Enterprise Strategy Group (ESG) will share key findings from a recent ESG study highlighting the high anticipation for AI and its role in accelerating IT operations. Usman Sindhu from ServiceNow will discuss their proven approach to AI, showcasing how it empowers customers to achieve greater efficiency and agility.

Join us to discover:
• How AI is revolutionizing IT operations and scaling teams.
• ServiceNow's strategic use of AI to deliver real-world benefits for its customers.
• Practical insights on harnessing AI to accelerate your IT operations and achieve digital transformation goals.
• Don't miss this opportunity to learn how ServiceNow can help you unlock the power of AI and propel your IT organization forward.

Organizations have more data than ever at their disposal—but you only unlock its full value by making it quick and easy to find and use what’s relevant to you. That’s where generative AI comes in. By automating mundane tasks, summarizing content, and providing intelligent predictions and suggestions, it enables people to achieve more in less time.

This webinar explores how you can empower your IT teams to be more efficient, increase agility, and improve IT reliability, by giving them instant access to automated, contextual summaries of IT issues. You can discover how your IT teams can use GenAI-powered Now Assist for IT Service Management to:

- Speed up issue resolution with automated summaries of incidents, chats, and tasks
- Understand incidents faster by eliminating the need to dig for information manually
- Turn complex alerts into easy-to-understand information in human language

What are the practical advantages of GenAI today for your organization? What are your peers accomplishing? Where should you aspire to be? Do you know how AI pacesetters are turning AI investment into real business value?

These pressing questions are explored in a special virtual event with guest speaker Stephen Elliot, Group VP, I&O, Cloud Operations & DevOps, IDC analyst and ServiceNow experts.

You’ll learn how organizations like yours are already leveraging GenAI-powered Now Assist to:

- Boost agent productivity with automated summaries of incidents, histories, chats, and tasks
- Improve self-service for employees and customers with smart search eliminating the need to dig for information manually
- Turn complex alerts into easy-to-understand information in human language

All to free their talented people from spending all their time on routine, mundane tasks and time-consuming searches, enabling them to focus on real business value. Watch now.