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© 2017 ServiceNow All Rights Reserved 1© 2017 ServiceNow All Rights Reserved
W O R K AT L I G H T S P E E D
IT | HR | Customer Service | Security Operations | Business Apps
© 2017 ServiceNow All Rights Reserved 2© 2017 ServiceNow All Rights Reserved
ServiceNow Is A Fast-Growing, Global Company
~5,600 Employees
Major SitesSilicon Valley, San Diego, Seattle
Amsterdam, London Sydney, Tel Aviv, Hyderabad
$1+ Billion In Annual Revenue
$28M $64M$128M
$683M
$1B
’16
$1.39B
‘09
$244M
$425M
‘10 ‘11 ‘12 ‘13 ‘14 ‘15 ’17
$1.901- $1.911B
ESTIMATED
Local PresenceAustria, Herrengasse 1-3, 1010 Vienna
© 2017 ServiceNow All Rights Reserved 3© 2017 ServiceNow All Rights Reserved
Gartner IT Service Management Tools Magic Quadrant
ServiceNow has been named a leader in the Gartner IT Service Management Tools Magic Quadrant for the fourth year in a row, continuing to extend its leadership position.
Regarding to Gartner had ServiceNow 43% market share on the worldwide market of IT Service and Support Management solutions in 2016.
ServiceNow sold over a Billion US Dollar with ITSM only.
© 2017 ServiceNow All Rights Reserved 4© 2017 ServiceNow All Rights Reserved
The Lightspeed Enterprise™
Work At Lightspeed™
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A New Generation Of Company Is Disrupting The Old
Logos on this slide are the trademarks or registered trademarks of their respective holders and not ServiceNow
© 2017 ServiceNow All Rights Reserved 6© 2017 ServiceNow All Rights Reserved
A New Generation Of Company Is Disrupting The Old
Logos on this slide are the trademarks or registered trademarks of their respective holders and not ServiceNow
FasterTo Market
More Transparency
New Experience
© 2017 ServiceNow All Rights Reserved 7© 2017 ServiceNow All Rights Reserved
Most Companies Stuck In An Old Work Model
Emai l , Spreadsheets , Forms, Messenger, Cal ls
Work
Incidents
Requests
Cases
Tasks
Departments
IT
HR
Services
Security
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UnproductiveEmployees
Higher Operating Cost
Slow Resolution Times
That Old Work Model Hurts Business
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Requester ProviderService Owner
The ServiceNow System Of Action™
Collaborate& Resolve
AutomateResolution
Prioritize & Assign
Measure& Optimize
DefineServices
SelfServeView
Status
RequestService
BuildExperiences
© 2017 ServiceNow All Rights Reserved 10© 2017 ServiceNow All Rights Reserved
Secure & Compliant ScalableMulti-Instance
HR BUSINESS APPSSECURITY CUSTOMER SERVICEIT
Intelligent Automation Engine
WorkflowServiceCatalog
KnowledgeBase
DeveloperTools
ContextualCollaboration
SingleDatabase
ServicePortal
Subscription & Notification
Performance Forecasting
Predictive Modeling
OrchestrationReports & Dashboards
Anomaly Detection
PeerBenchmarking
© 2017 ServiceNow All Rights Reserved 11© 2017 ServiceNow All Rights Reserved
Energized Employees
Game ChangingEconomics
Higher Service Levels
The ServiceNow System Of Action™
© 2017 ServiceNow All Rights Reserved 12© 2017 ServiceNow All Rights Reserved
The Lightspeed Enterprise™
© 2017 ServiceNow All Rights Reserved 13© 2017 ServiceNow All Rights Reserved
NONSTOP CLOUD
HR BUSINESS APPSSECURITY CUSTOMER SERVICEIT
NOW PLATFORMTM
CLOUD SERVICES
TM
© 2017 ServiceNow All Rights Reserved 14© 2017 ServiceNow All Rights Reserved
Secure & Compliant ScalableMulti-Instance
HR BUSINESS APPSSECURITY CUSTOMER SERVICEIT
Intelligent Automation Engine
WorkflowServiceCatalog
KnowledgeBase
DeveloperTools
ContextualCollaboration
SingleDatabase
ServicePortal
Subscription & Notification
Performance Forecasting
Predictive Modeling
OrchestrationReports & Dashboards
Anomaly Detection
PeerBenchmarking
© 2017 ServiceNow All Rights Reserved 15© 2017 ServiceNow All Rights Reserved
BUSINESS APPSIT SECURITY HRCUSTOMER SERVICE
SOFTWARE ASSET MANAGEMENT
IT BUSINESS MANAGEMENT
IT OPERATIONS MANAGEMENT
IT SERVICE MANAGEMENT
GOVERNANCE, RISK, AND COMPLIANCE
SECURITY OPERATIONS
CUSTOMER SERVICE MANAGEMENT
HR SERVICEDELIVERY
NOW PLATFORM –CUSTOM APPS
PERFORMANCE ANALYTICS
© 2017 ServiceNow All Rights Reserved 16© 2017 ServiceNow All Rights Reserved
SW Asset Mgt Client SW Distro
SOFTWARE ASSET MANAGEMENT
Fin Planning
Financial Reporting
Cost Transp
TestAgile Dev
Resource App Portfolio
DemandProj. Portfolio
IT BUSINESS MANAGEMENT
Service Mapping
Operational Intel Event Mgmt
Cloud Mgmt
CMDBDiscovery
IT OPERATIONS MANAGEMENT
CMDB
Service CatalogKnowledge Mgmt
Benchmarks Service Level
CostAsset
Change Release
ProblemIncident
IT SERVICE MANAGEMENT
Orchestration
Compliance
Vendor Risk
GOVERNANCE, RISK, AND COMPLIANCE
Risk
Audit
ThreatIntelligence
Vulnerability Response
TrustedSecurity Circles
Security Incident Resp.
Knowledge Mgt Communities
Field Service Mgt
CustomerService Mgt
Ent Onboarding& Transitions
Case & Knowledge Mgt
Employee Service Center
SECURITY OPERATIONS
CUSTOMER SERVICE MANAGEMENTHR SERVICEDELIVERY
NOW PLATFORM –CUSTOM APPS
Automated Testing Framework
Delegated Development
StudioService Portal
Designer
Performance Analytics
BUSINESS APPSIT SECURITY HRCUSTOMER SERVICE
© 2017 ServiceNow All Rights Reserved 17© 2017 ServiceNow All Rights Reserved
Secure & Compliant ScalableMulti-Instance
NONSTOP CLOUD
HR BUSINESS APPSSECURITY CUSTOMER SERVICEIT
Intelligent Automation Engine
WorkflowServiceCatalog
KnowledgeBase
DeveloperTools
ContextualCollaboration
SingleDatabase
ServicePortal
Subscription & Notification
Performance Forecasting
Predictive Modeling
OrchestrationReports & Dashboards
Anomaly Detection
PeerBenchmarking
© 2017 ServiceNow All Rights Reserved 18© 2017 ServiceNow All Rights Reserved
The Multi-Instance, Secure and Scalable NonStop Cloud
Secure & Compliant ScalableMulti-Instance
DataIsolation
VersionMgmt
VisibilityControl
Higher than
99.996%availability
ISO 27001 and 27018SSAE 16 SOC 1 & SOC 2 Type 2FedRAMP Moderate JAB P-ATOUS DOD Level 2FDA Quality Mgmt SystemsMulti-Tier Cloud Security (MTCS)EU Privacy Shield
Security Dashboard
50’000instances
150 Mactive users
10 Btransactionsper month
© 2017 ServiceNow All Rights Reserved 19© 2017 ServiceNow All Rights Reserved
We’re a multi instance architecture not out of convenience, but because it’s the best way we know of to put you in control of your cloud platform.
Each and every instance running in our cloud is a unique software stack, right down to the database.
© 2017 ServiceNow All Rights Reserved 20© 2017 ServiceNow All Rights Reserved
Secure & Compliant ScalableMulti-Instance
HR BUSINESS APPSSECURITY CUSTOMER SERVICEIT
Intelligent Automation Engine
WorkflowServiceCatalog
KnowledgeBase
DeveloperTools
ContextualCollaboration
SingleDatabase
ServicePortal
Subscription & Notification
Performance Forecasting
Predictive Modeling
OrchestrationReports & Dashboards
Anomaly Detection
PeerBenchmarking
NONSTOP CLOUD
CLOUD SERVICES
© 2017 ServiceNow All Rights Reserved 21
SINGLESYSTEM OF RECORD
Services
Processes
People
Locations
Automated tasks
Configuration items
Assets
SINGLEARCHITECTURE
Data model
Code base
Workflow engine
Reporting & Analytics
User interface & Portal
App dev capabilities
Web services & API
Collaboration
© 2017 ServiceNow All Rights Reserved 22© 2017 ServiceNow All Rights Reserved
Secure & Compliant ScalableMulti-Instance
HR BUSINESS APPSSECURITY CUSTOMER SERVICEIT
Intelligent Automation Engine
WorkflowServiceCatalog
KnowledgeBase
DeveloperTools
ContextualCollaboration
SingleDatabase
ServicePortal
Subscription & Notification
Performance Forecasting
Predictive Modeling
OrchestrationReports & Dashboards
Anomaly Detection
PeerBenchmarking
NONSTOP CLOUD
CLOUD SERVICES
© 2017 ServiceNow All Rights Reserved 23© 2017 ServiceNow All Rights Reserved
Secure & Compliant ScalableMulti-Instance
HR BUSINESS APPSSECURITY CUSTOMER SERVICEIT
Intelligent Automation Engine
WorkflowServiceCatalog
KnowledgeBase
DeveloperTools
ContextualCollaboration
SingleDatabase
ServicePortal
Subscription & Notification
Performance Forecasting
Predictive Modeling
OrchestrationReports & Dashboards
Anomaly Detection
PeerBenchmarking
© 2017 ServiceNow All Rights Reserved 24© 2017 ServiceNow All Rights Reserved
CATEGORIZE & ROUTE WORK
PREVENT FUTURE ISSUES
BENCHMARK AGAINST PEERS
PREDICT PERFORMANCE
Intelligent Automation solves 4 big problems in IT
© 2017 ServiceNow All Rights Reserved 25© 2017 ServiceNow All Rights Reserved
CATEGORIZE & ROUTE WORK
PREVENT FUTURE ISSUES
BENCHMARK AGAINST PEERS
PREDICT PERFORMANCE
Intelligent Automation solves 4 big problems in IT
• Predictive Alerts• Anomaly Detection• Root Cause Analysis
Personalized adaptive intelligence tailored by you, on your own data• Categorization• Prioritization• Assignment
• Industry Averages• Trends Over Time• Regularly Updated
Make better, faster, more informed decisions with Performance Analytics• Advanced Forecasting• Interactive Analysis• Data Import
© 2017 ServiceNow All Rights Reserved 26© 2017 ServiceNow All Rights Reserved
Every Cloud Service Benefits From Intelligent Automation
Route tasksPrevent outages
Compare performance
IT
Score incident riskBlock threat indicators
Optimize resolution
SECURITY
Route requestsPersonalize content
Compare performance
HR
Assign values to fieldsCorrelate eventsCreate predictive action
BUSINESS APPS
Route casesPrioritize worklistsRecommend action
CUSTOMER SERVICE
© 2017 ServiceNow All Rights Reserved 27© 2017 ServiceNow All Rights Reserved
CATEGORIZE & ROUTE WORK
PREVENT FUTURE ISSUES
BENCHMARK AGAINST PEERS
PREDICT PERFORMANCE
Intelligent Automation solves 4 big problems in IT
© 2017 ServiceNow All Rights Reserved 28© 2017 ServiceNow All Rights Reserved
Training Service
ExtractTraining DataCUSTOMER
INSTANCE
Bot Model
Supervised Machine Learning…
© 2017 ServiceNow All Rights Reserved 29© 2017 ServiceNow All Rights Reserved
I cannot send mail…Category : EMAILProbability : 98%
Inbox is not synching…Category : EMAILProbability : 95%
X-mas cards not sent...Category : ?????Probability : ??%
CUSTOMERINSTANCE
Bot Model
Intelligent Automation applied…
© 2017 ServiceNow All Rights Reserved 30© 2017 ServiceNow All Rights Reserved
Efficiency: Get more work done with less peopleCategorizing, Prioritizing, Routing,…
Progress: Track the ResultsBuilt in analytics, Prediction Count & Accuracy Over Time
Experience: Simpler and faster for the end-userJust human language, no fields to fill or select when submitting cases
The value of intelligent automation
© 2017 ServiceNow All Rights Reserved 31© 2017 ServiceNow All Rights Reserved
CATEGORIZE & ROUTE WORK
PREVENT FUTURE ISSUES
BENCHMARK AGAINST PEERS
PREDICT PERFORMANCE
Intelligent Automation solves 4 big problems in IT
© 2017 ServiceNow All Rights Reserved 32© 2017 ServiceNow All Rights Reserved
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Anomaly Alert 0010284CI Name: TRADESERVER#01Metric Name: Too many worker threadsUpdated on: 2017-05-22 05:45:15
INOW
Anomaly Detection & Predictive Modeling
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Anomaly Alert 0010284CI Name: TRADESERVER#01Metric Name: Too many worker threadsUpdated on: 2017-05-22 05:45:15
Alert 0010300CI Name: TRADESERVER#01Metric Name: High CPUUpdated on: 2017-05-22 07:38:25
INOW
Anomaly Detection & Predictive Modeling
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Predictive Alert 0010300CI Name: TRADESERVER#02Metric Name: High CPUUpdated on: 2017-05-22 12:48:25Probability: 78.6%
Anomaly Detection & Predictive Modeling
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Predictive Alert 0010300CI Name: TRADESERVER#02Metric Name: High CPUUpdated on: 2017-05-22 12:48:25Probability: 78.6%
AUTOMATICINCIDENT
Anomaly Detection & Predictive Modeling
© 2017 ServiceNow All Rights Reserved 42© 2017 ServiceNow All Rights Reserved
CATEGORIZE & ROUTE WORK
PREVENT FUTURE ISSUES
BENCHMARK AGAINST PEERS
PREDICT PERFORMANCE
Intelligent Automation solves 4 big problems in IT
© 2017 ServiceNow All Rights Reserved 43© 2017 ServiceNow All Rights Reserved
Peer Benchmarking
2%
% of high priority incidents
Benchmark View trend2%
55%
61%
% of incidents resolved on first assignment
Benchmark View trend67%
33%
80%
% of requests closed within SLA
Benchmark View trend87%
12%
8 hours
Avg. time to resolve an incident
Benchmark View trend9 hours
11%
3# of incidents created per user
Benchmark View trend1
0%
3%
% high priority problems
Benchmark View trend67%
50%
4 days
Avg. time to close a problem
Benchmark View trend3 days
12%
2%
% of emergency changes
Benchmark View trend1%
100%
© 2017 ServiceNow All Rights Reserved 44© 2017 ServiceNow All Rights Reserved
8 hoursAvg. time to resolve an incident
Benchmark View trend9 hours
11%Avg. time to resolve an incident
(hours)
X
6 months history
| 0816 | 0916 | 1016 | 1116 | 1216 | 01170
10
20
Peer Benchmarking
© 2017 ServiceNow All Rights Reserved 45© 2017 ServiceNow All Rights Reserved
Peer Benchmarking
2%
% of high priority incidents
Benchmark View trend2%
55%
61%
% of incidents resolved on first assignment
Benchmark View trend67%
33%
80%
% of requests closed within SLA
Benchmark View trend87%
12%
8 hours
Avg. time to resolve an incident
Benchmark View trend9 hours
11%
3# of incidents created per user
Benchmark View trend1
0%
3%
% high priority problems
Benchmark View trend67%
50%
4 days
Avg. time to close a problem
Benchmark View trend3 days
12%
2%
% of emergency changes
Benchmark View trend1%
100%
© 2017 ServiceNow All Rights Reserved 46© 2017 ServiceNow All Rights Reserved
4 daysAvg. time to close a problem
Benchmark View trend3 days
12%Avg. time to close a problem
(days)
X
6 months history
| 0816 | 0916 | 1016 | 1116 | 1216 | 01170
2
4
Peer Benchmarking
© 2017 ServiceNow All Rights Reserved 47© 2017 ServiceNow All Rights Reserved
CATEGORIZE & ROUTE WORK
PREVENT FUTURE ISSUES
BENCHMARK AGAINST PEERS
PREDICT PERFORMANCE
Intelligent Automation solves 4 big problems in IT
© 2017 ServiceNow All Rights Reserved 48© 2017 ServiceNow All Rights Reserved
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Performance Forecasting
WHERE ARE WE ?
WHERE WERE WE ?
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Performance Forecasting
WHERE ARE WE ?
WHERE WERE WE ?
WHERE DO WE WANT TO BE ?
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Performance Forecasting
WHERE ARE WE ?
WHERE WERE WE ?
WHERE DO WE WANT TO BE ? WHEN DO WE GET THERE ?
© 2017 ServiceNow All Rights Reserved 53© 2017 ServiceNow All Rights Reserved
[ITSM] IBM Watson Virtual Agent
Provided by Darius Koohmarey
Product Manager, ITSM
Integration – IBM Watson Conversation Service Roadmap
Note: [ITSM] can be replaced with any context – CSM, HR, Marketing, Legal, Facilities, etc.
© 2017 ServiceNow All Rights Reserved 54
Safe HarborThis presentation contains “forward‐looking” statements that are based on our management’s beliefs and assumptions and on information currently available to management. We intend for such forward‐looking statements to be covered by the safe harbor provisions for forward‐looking statements contained in the U.S. Private Securities Litigation Reform Act of 1995. Forward‐looking statements include information concerning our possible or assumed strategy, future operations, financing plans, operating model, financial position, future revenues, projected costs, competitive position, industry environment, potential growth opportunities, potential market opportunities, plans and objectives of management and the effects of competition.
Forward‐looking statements include all statements that are not historical facts and can be identified by terms such as “anticipates,” “believes,” “could,” “seeks,” “estimates,” “expects,” “intends,” “may,” “plans,” “potential,” “predicts,” “projects,” “should,” “will,” “would” or similar expressions and the negatives of those terms, although not all forward‐looking statements contain these identifying words. Forward‐looking statements involve known and unknown risks, uncertainties and other factors that may cause our actual results, performance or achievements to be materially different from any future results, performance or achievements expressed or implied by the forward‐looking statements. We cannot guarantee that we actually will achieve the plans, intentions, or expectations disclosed in our forward‐looking statements and you should not place undue reliance on our forward‐looking statements.
Forward-looking statements represent our management’s beliefs and assumptions only as of the date of this presentation. We undertake no obligation, and do not intend to update these forward‐looking statements, to review or confirm analysts’ expectations, or to provide interim reports or updates on the progress of the current financial quarter. Further information on these and other factors that could affect our financial results are included our filings we make with the Securities and Exchange Commission.
This presentation includes certain non‐GAAP financial measures as defined by SEC rules. We have provided a reconciliation of those measures to the most directly comparable GAAP measures in the Appendix.
The information in this presentation on new products, features, or functionalities is intended to outline ServiceNow’s general product direction and should not be included in making a purchasing decision. The information on new products, features, functionalities is for informational purposes only and may not be incorporated into any contract. The information on new products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow’s sole discretion.
© 2017 ServiceNow All Rights Reserved 55
The Partnership Win - Win
ServiceNow
• Data rich Platform
• Intuitive UX
• Reporting & ROI
• SN’s AI/ML Models
• Self Service Engagement
• Domain expertise
IBM
• Cognitive Intelligence
• Bluemix APIs
• NLU & Conversation
• Discovery
• Data normalization
• Unsupervised Learning
• Speech & Multi Language support
© 2017 ServiceNow All Rights Reserved 56
Problem Statements
• IT Costs are increasing
• Tier 1 technician turnover rates are high
• Users are expecting more instantaneous service
• Users are coming to expect frictionless experiences found in consumer technologies
• Volume of IT issues are increasing as technology becomes more prevalent
• MTTR is High (slow), reassignment count is High
• Time to first response is High (slow)
• P4 & Question volume is significantly burdening capacity
• 40% of customers expect a response within the hour Source: Tarkoff, Robert. Lithium Inaugural Customer Expectations Survey.
Lithium Technologies and Harris Interactive. April 24-28, 2014.
© 2017 ServiceNow All Rights Reserved 57
Virtual Agent Value Points
• Virtual agents are always accessible – increases customer self service utilization, increases CSAT, NPS
• Can understand many languages & be easily accessible on many platforms
• High scalability in terms of number of chats a single virtual agent can handle in parallel
• Deflection of low level incidents and collection of information reduces operating costs
• Deflection of calls, emails, & live chats
• Virtual agent conversations are reportable to understand and improve performance
• Improved consistency and accuracy in incident creation and user experience
• Higher complexity/value add opportunities opened for existing technicians
© 2017 ServiceNow All Rights Reserved 58
What Powers a Virtual Agent?
Virtual Agent
NLP
Understand user intent, entities in conversation
DataIncidents, Knowledge Articles, Catalog
Items, etc.
ML
Provide optimized responses and relevant content, identifies clusters
Scaled Human Intelligence• Audio
• Video
• Digital
© 2017 ServiceNow All Rights Reserved 59
How IBM Powered Virtual Agents Can Work Todaywith Helsinki, Istanbul, & Jakarta … generally speaking
3rd Party Virtual Agent (Scoped App)
Actions(i.e. open an incident,
password reset, status …)
Customer Instance
IBM Watson Cloud
Conversation(NLP, Design, Runtime…)
Discover(Retrieve & Rank)
NLU / Tone Analyzer(Sentiment / Emotion)
Rest API
Connect
or
© 2017 ServiceNow All Rights Reserved 60
IBM Watson Integration Planned for Kingston
Virtual AgentPre-built self-service
use cases in IBM Watson & ServiceNow
Framework to take action
Actions(i.e. open an incident, search kb, status …)
Customer InstanceConnect
ConnectPurpose built integration API
Purpose built ‘bot users’Service Portal chat widget
AND Through Custom Integration
IBM WatsonConversation Service
REST APIGuided Setup,
Utilization Reports, &
Purpose built tables for Watson
integration
ServiceNow Connect & IBM Watson Conversation Service powered Virtual Agent prebuilt for self service incident deflection, and easily extensible to additional use cases
© 2017 ServiceNow All Rights Reserved 61
Kingston Pre-Configured End User Use Cases
• Check Status– Ability to retrieve details of recent incident &
requested items, and to add additional comments
• Create Incident– Ability to create an incident, add conversation
history to work notes, and enforce urgency input
• Search catalog items– Return user links to relevant catalog items
• Search knowledge base– Return user links to relevant knowledge
articles
• Get CI Information– Allow user to understand their hardware
configuration items assigned to them
• Get Outage Information– Allow end user to understand if there are any
current outages
• Live Agent Handoff– Allow user to indicate they want a live agent,
and to be transferred to a live agent connect support queue
• Hello / Goodbye / Capabilities– Allow user to ask bot what it is capable of, as
well as receive standard greeting / goobye
© 2017 ServiceNow All Rights Reserved 62© 2017 ServiceNow All Rights Reserved
Joachim Halper | Senior Sales Executive
email: [email protected]
mobile: +43.676.3032465
Martin Pscheidl | Senior Solution Consultant
email: [email protected]
mobile: +43.664.3582869
Thank you