IT Operations Automation
Rapid company growth left ServiceNow's IT operations team overwhelmed by rising support demand, slow manual incident response, and too many outages to sustain a scalable employee experience.
Reported impact
ServiceNow reduced operating costs, improved productivity and employee satisfaction, and created a more scalable IT operations model that can handle growth with fewer manual interventions and fewer outages.
ServiceNow adopted an AIOps operating model on its own platform to move from reactive firefighting to predictive and automated operations. The implementation combines Agent Client Collector, Cloud Observability, and Health Log Analytics to gather infrastructure, application, and log signals continuously, then uses AIOps and IT Service Management to correlate anomalies into actionable alerts and resolution workflows. Virtual Agent extends the support experience while the broader Now Platform hosts the automation and process logic. ServiceNow framed the rollout around people, technology, measurement, and trust, while aligning it to a 'Three Zero' strategy of zero physical footprint, zero outages, and zero user-reported incidents. That design lets the operations team identify patterns faster, reduce human error, automate response actions, and progress toward a self-healing environment without scaling headcount linearly with growth.
Agent Client Collector, Cloud Observability, and Health Log Analytics gather telemetry, logs, and infrastructure signals continuously. AIOps correlates those inputs into predictive alerts and automated actions, IT Service Management routes the resulting work through standard workflows, and Virtual Agent helps expose the improved support experience to employees as the environment moves toward self-healing operations.
Across the company, we’ve saved $1.5 million annually, improved software reclamation by 10%, and reduced events to alerts by 96%.
ServiceNow products—Agent Collector, Cloud Observability, Health Log Analytics (HLA), Virtual Agent, and IT Service Management (ITSM)—give us all the tool sets we need.
We needed a model for IT operations that was scalable and cost-effective—and we turned to AIOps.
We pursued our objectives alongside our enduring “Three Zero” strategy.
We’re leveraging the AIOps capabilities of the ServiceNow platform to predict/prevent issues and transform into a self-healing state.
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Traceability
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