[Music] Enterprises they need to embrace a digital first mindset to deliver great experiences to both their employees and their customers but under the hood there is a lot of work for both the technology Services teams and operations teams to deliver those digital outcomes a digital first mindset it anchors on constant service availability without disruption to user experience but the technical complex ities as well as frustrated employees overworked staff in addition to slow response times slow service recovery as well as the lack of innovation they're all hindered by siloed services and operations teams to deliver those truly remarkable outcomes now we're hearing a lot about generative Ai and how these llms will remedy some of this complexity for companies it may however is it safe for your company and does your company have an AI strategy service now can assist with some of these answers starting with service operations workspace now this is an essential Catalyst for driving a unified technical service operation strategy oh and on that hot topic of AI service now has been investing and working in this AI space for over 6 years and multiple releases so let's go ahead and start with the core interface and experience service operations workspace or S so now this provides a single pane of glass for both service agents and operations teams that are unique to them it provides a single destination for core it such as incidents problems changes logs alerts even the ability to predict or quickly resolve service degradations now teams can improve service availability and reliability with instant collaboration as well as problem identification and resolution and overall this dynamic workspace provides a personalized and configurable view to help teams focus on the task at hand at the same time delivering those extraordinary customer experiences so what does it look like when it service management and it operations teams work seamlessly together let's go ahead and take a look so this is a typical Global 5000 company and it was plagued by The Silo business process poor sead score poor employee experiences as well as year-over-year they always miss their strategic initiatives around cloud and so on this changed when the teams partnered with service now on their digital first service operations Journey so let's take a look at one example of this company service operations Journey so this is Amelia she is our on call Operations team member we can see she receives a notification on her phone but there's a potential outage and it looks rather rather serious now before service now these proactive alerts were only a company aspiration so returning back to our desk Amelia immediately opens up the service operations workspace she can see the key business service is indeed in a critical State since service now's predictive AI is actively monitoring enterprise-wide business services and application and this event management consult it's all within service operations workspace and it's looking for those science before something even happens and many times it's getting this team in front of situations like this as she continues to dive deeper into this information she's troubled by the number of alerts tied to this critical service notice that all of Amelia's key details related records metrics service information dependencies even the service mapping are all in a single workspace and with anomaly detection with machine learning this has been transformative for this team as it looks for changes within a data pattern or an outliner or even if an event Falls outside a standard Trend if it's not right it informs the team so as aelia continues on she sees that service now's predictive intelligence an AI recommendation engine has surfaced some of the relevant knowledge based information to help her quickly solve this issue so continuing on in this investigation she dives into root cause and those meaningful log properties and around this event she's finding a probable root cause from a devops change so since the adoption of service now's it service solution and operations solution Amelia and the operations teams have Silo busting insights across workflow processes both in services and operations such as these configuration changes that may have impacted other various services so earlier we touched on the ease of those cross team collaborations at the top right we can see Ms teams notification from our it service agent lme so although s so has built-in chat functionality MST teams is the preferred collaboration channel of choice for this particular company and this is no problem for service now platform as it provides an UNS siloed and seamless communication experience across any of those channels so Lakshmi and the IT service management team have also been working on a major issue at the same time as the operations team and they're working in service operations where space as well like the operations team laxshmi has all the IT service specific information at her fingertips such as incidents problems task at hand catalog items and it's all in one workspace and we can see that the incident is related to the same business service and after the team's call with Amelia she's armed with critical information from the operations team and she'll head back to her workbench to investigate this issue on hold now now before service now the incident form details such as the assignment the related records all these areas were manually entered however thanks to the now platform these are autop populated saving this Services team a tremendous amount of time and on the company's road map now assist another big timesaver this is service now's generative AI functionality and it will smartly summarize instant information as well as important team interactions and possible solutions now while this company does not have this today now assist for it agents would further the amount of time saved between teams with robust summarization and resolution functionality that we see here so let's step away from that roadmap generative AI initiative to what the team is currently using day-to-day it service now's platform AI we can see the platform AI intelligence has it surfaced recommendations for lxme to evaluate here we can see the recommendation is to propose a major incident it's detected 40 similar incidents that have been created in the last couple hours so as laakshi does some final research she jumps into the investigation framework functionality this framework it investigates with the agent client collector and looks at Key CI metrics now earlier we saw laxshmi reach out to Amelia on this major issue so this begs the question how did laxshmi and services know that Amelia and operations was involved in this process this is thanks to something we call experts on call now service operations workspace it integrates with Ms teams but it also takes other things a step further by even recommending individuals that have direct relationships with business services and applications so in this case laakshi has already teamed up with Amelia they've passed on the rest of the workspace findings to help each other expedite this fix so let's close out with Amelia and an operations team Amelia now armed with the Greet upon cross functional solution to decides to leverage the integrated playbooks with automated remediations these are available to her through the service operations workspace and there are automated remediations to speed up time to implement a fix or a workaround and it helps the operations teams restore Services quickly as possible now Amelia informs Lai and services that the crisis has been averted she can go ahead and close out those major incidents and laxm quickly closes out the major incident with the workr provided by the operations team and all the communication details including the communications between Amelia and Laxmi and Ms teams are logged within the service operations workspace and they can all be leveraged in the future by both the operations teams and the service agents for any kind of information or any other workarounds so we just saw how Amelia from the operations teams and lme from the services teams collaborated in a unified workspace service operations workspace broke those traditional silos plagued by services and operations teams and really provided a modern Unified Service experience that can both predict and resolve service degradations quickly this is the power of the service now platform and service now operations delivering on that digital first mindset now for more information on this or any other information you heard today please reach out to your local service now representative