hello everyone welcome to a new episode of the podcast today we're going to discuss AI ARs and the role of generative AI service Nows calls the generative AI features is now assisted and pretty soon you're going to see a new feature for the nist for itom we sat down with Ronnie Zur who is from the itom product management group and M manikonda who is from the digital Technologies Group and we discuss the role of AI Ops its maturity and the inclusion of generative AI listen to this new episode and we will be bringing you more episodes around AI Ops and generative AI in the future enjoy so um hello guys by the way how are you Ronnie and mie hi just thank you very much he doing great thank you awesome so I'm going to actually start with you Ronnie because you've been very bus busy with lot of great Innovations coming in a Ops it's been our kind of a roller coaster and we're looking forward to a lot of new things coming up so why don't you give us a quick update on what's up and coming in AI Ops sure um I'd be delighted to share some insights into the exciting developments we have now first you're absolutely right about the roller coaster we've experiencing the evolution of AES so it's been very excited journey and we're constantly pushing the Bal of innovation to ensure we stay at the front of the industry so one significant area of investment that I'm particularly excited about is our focus on on generative AI we recognize that in today's complex it landscape uh it's very crucial to empower the it operators with the right tools and insights generative AI actually allows us to go beyond traditional reactive approaches to it operations by proactively identifying and addressing potential issues before the escalate so this technology enable us to predict and prevent incidents optimize the workflows and ultimately that driving cre efficiency and relability of for our customers in addition to that we have some more investments in Cutting Edge technology like generative AI um we're also doubling down on transforming our product to be incredibly user friendly and accessible um you know we understand that our customers are looking for solutions that not only deliver powerful capabilities but also intuitive and easy to use that's why we are streamlining the processes and enhancing the usability and providing comprehensive onboard resource onboarding resources to ensure that our customers can quickly realize the value of aops from they want so our goal is to empower these it teams to harest the full potential of aops whether they are second experts or just starting their journey by combining the power of generative AI with with our focus on usability we're confident that our service noware ours product will continue to transform and deliver even greater outcome for our customers yeah that's great I mean there's a lot happening in terms of how we've been helping the both services and upside on the business and for everyone listening the if you're not if you don't know nalysis is the newest uh line of capabilities that we're bringing to the market to cover the generative AI features so uh we brought in bunch of features last year and they had a very great ad option rate uh for service management customer service management and now you're bringing new features to the opsite that is very exciting so let's talk a little bit about that dive into the now sis for itom Ronnie and tell us a little bit about how does that change the user experience for the Ops teams sure so nist for itm is a game changer when it comes to enhancing the user experience for operations teams within the service now iobs this feature is designed to simplify the alert management and Empower users with actionable insight to streamline their workflows one of the key um ways now is of it for itm transform the user experience through other simplifications do we understand that in complex it environments receiving a flood of alerts can be overwhelming and very time consuming to to investigate that's why we've implemented a sophisticated alert simplification mechanism that provides human readable descriptions of alerts instead of cryptic error codes or technical Jaron now sis for iton presents Alert in play language making it easier for operation St to quickly understand the nature of the issue this is not only save saves valuable time but also reduce the likelihood of of Mis interpretation or or confusion but we don't stop here right in addition addition to human readable description now sis Forum also provides additional alert analysis that contains deta technical information about the underlying issue along with actionable suggestions for next steps for of Investigations so imagine you have it operators that are totally empowered to dive deeper into the root cause of the problem with confidence out with insights they they need to take Swift and effective actions so by combining the simplifications with detailed analysis and recommendations the now assist for actually provide a revolution for operations to for for operation Operation team to interact with alerts within the service now aops so it's not only streamline the workforce it's actually enhance the productivity and ultimate ultimately helps the organizations to resolve issues much faster and more efficient than ever before that's great because uh that as you said is a game changer and that's right and ability for op teams and services teams to really start looking at the problem more proactively triaging it getting through a lot of complex uh jargony uh information whether those are immense logs or whatever um that this is great I want to ask you a tough question actually because a lot of times when the new products or new features come in there is an adoption cycle and there is a cost of adop ing those there are some tradeoffs so these trade-offs and cost are not just dollars is also about upskilling your team it's about letting go of certain things you do today to to adopt new technologies so what would you say the benefits for our customers are as they start to experiment with NIS for itam what kind of value uh drivers they can look for yeah let's Del to the benefits that that that our customers can expect when they are using our new capabilities so first and foremost one of the standout advantages is the ability to gain value from day one so with our streamline on boarding processes and intuitive user interface the operations team can quickly get up to speed with the new capabilities offered by service now aobs this means they can start leveraging the power of a of AI driven insides and automation right away without the need for extensive training or or technical expertise second secondly a key benefit that the operations team should be on the lookout for its significant reduction in meantime to repair so by leveraging Advanced analytics and automation service now helps helps to to identify and resolve issues faster than ever before so with this proactive alerting um and and and intelligent prioritization and and you know more suggestions about automatic rediation a war CL operation Ste can quickly pinpoint the root cause of problems and take Swift actions to resolve them furthermore our new capabilities are designed to improve user efficiencies across the board by automating automating repetitive tax providing acable insights and streamline The Works rooms so service Nows empowers the operations teams to work more efficiently and effectively this is not only freeze up valuable time and resources but also allow teams to focus on strategic initiatives that drive business value so if you if if we can summarize all these benefits so the teams can can expect to see wide range of benefits from our new capabilities including the ability to gain values from day one a reduction in the mttr and improve a user efficiencies that's great thanks for uh being here today um and that's Shi gears a little bit uh by the way Ronnie we're going to get you back here soon again and we're gonna see how the kind of the new features are working out so Ronnie um thanks Ronnie for being here madri I'm gonna switch it back to you now and let's talk a little bit about what the service now's digital technology team has been doing so if we can kind of run through some of the things uh what's happening in AI Ops space I know we did a webinar last year and there was a lot of kind of questions about it so why don't we go through some of the things you've been working on in the last year absolutely and happy to be here Usman um so Genera a right you know topic it's a Hot Topic everywhere um but as a again as a refresher you you probably remember this slide you know way back when we did our AI Ops webinar AI Ops is a journey for us in digital technology right as you can see here what we have done is in service now DT our Focus has been self-service and self-healing with aops being at the heart and center of everything we do we have built those building blocks through Foundation cmdb having that datadriven mindset what we're doing now is we're in the hyper automation mode with an accelerated generative AI adoption our AI op's products like Dex and HLA and event management and realizing the value of system-driven resolutions and and putting AI to work like you know our CEO bill says um we're in that proactive mode with the tooling and workflow clows that we have implemented what's coming up next we are moving from a proactive to a predictive mode with AI Ops and like I said everything and anything we do in operations is done with that AI first mindset so things like oneclick Dr oneclick patching and AI embedded operations awesome yeah and I you know I want to say this maybe in the in to the digital Technologies team is you guys are managing the infrastructure um and also the services environments for for all of our you know 20,000 plus employees and you guys have seen tremendous growth in terms of how you support but one thing that I've always um been surprised about is even though we had this hocky STI growth in among employees your U kind of the support ratios just been very low so uh that's a test to that you guys have been able to use the and all the intelligence there to to to your advantage absolutely and I think you rightly said right I think our growth has been phenomenal now what do we do as customer zero um as a now and now team I think it's important for us to make sure that we are scalable you know at the same level as the company is you know scaling or if not more so I think one of the one of of the things we do in operations here is we leverage our now platform and as an operations leader I want my team to be focusing on very actionable incidents and have the system eliminate the noise for us in this case now platform eliminates the noise for us and tools like event management right so as you can see here we get a lot of information alerts um right events from you know the system so this is all useful but at the same time you know you want your system to do the due diligence for you so only complex problems that require human touch are assigned to our technicians so on the now platform you know as you can see here with event management we're able to eliminate the Noise by over 74% to something that needs noticing and over 82% of that is eliminated and and that becomes actionable so you know at the the core and centered being brilliant at Basics and at the same I'm leveraging that now platforms uh predictive AI Ops and AI Ops tooling and technology for for making making my operations team's job much much easier yeah that's tremendous this amount of um this is one of the the great use cases for our customers across the board is how they kind of funnel through all this noise of events and alerts and really it down to very actionable insights and actions that that ch team is doing that's tremendous one thing I was really um interested from our customers last year when they were listening to your webinar was how are you bringing generative AI to this AI Ops and event management space do you have any updates and how you're experimenting with that aspect absolutely Usman um great question so as you know we we have you know a few features already out there for our customers to use and the gener way I space so being customer zero we already have now assist you know for itm incident summarization we have itm chat summarization and incident resolution as well now getting into the itom space we are experimenting generative Ai and itom space and see how that can get us to that truly self-healing way of um you know if you remember our three Z strategy right zero outages was was our way to go so getting into that self-healing mode with generative AI is is something that we are experimenting and you know we will we will come back to you in a you know in a few months and um you know definitely discuss a little bit more on the itom side of J that's amazing we'll love to get you back here um so with that I would give you both of you are kind of uh you know a few seconds to say any parting thoughts for um for people who are looking out in this space AI Ops and trying to experiment with genbi what would you say to them um very quickly mie since you have the mic why don't you start sure um I think putting AI to work um you I'm going to Echo what what our CEO bill bill says right putting AI to work number one number two is leveraging now platform and the generative AI features and the AI Ops product Suite just helps us really Drive operations in a much more efficient way and as an operations leader I think it it is almost imminent for me that um you know having having my team focus on the most complex and strategic problems while leveraging now platform for the day-to-day right I think that's that's basically what I want to leave the audience with awesome Ronnie how about yourself what would you say to our listeners so first of all we just starting right I think um the generative AI piece is going to transform completely the way not only the product but every the entire world how how how we are working um and we are just uh started our journey uh how we are going uh how we're going to provide all these insights and all this information in in embedded in our product um so stay tuned to all to everything that is coming in 2024 it's going to be very exciting amazing yes so thanks for both of you to be here I think we need another session with you to talk about what is going to be next uh how customers are adopting the now assess for itom and then for everyone listening if you're interested to learn more about this go reach out to your c teams uh send us questions over community and we'll be happy to help you thank you everyone bye for now