International Research Journal of Engineering and Technology (IRJET)
e-ISSN: 2395-0056
Volume: 12 Issue: 01 | Jan 2024
p-ISSN: 2395-0072
www.irjet.net
Leveraging Artificial Intelligence in ServiceNow Incident and Event Management: A Comprehensive Analysis Praveen Kumar Priyadarshi1 1Cloud Engineer & Ivy Estate, Maharashtra, India
---------------------------------------------------------------------***---------------------------------------------------------------------
Abstract - This research paper delves into the integration
correlation are time-consuming, prone to errors, and lack the agility needed to respond to dynamic IT incidents effectively. Moreover, the sheer volume of data generated by IT systems makes it challenging for human operators to identify patterns, predict issues, and make informed decisions in real-time.
of Artificial Intelligence (AI) in ServiceNow Incident and Event Management, aiming to enhance the efficiency and effectiveness of IT operations within organizations. Through a detailed examination of various AI-driven techniques and their application in incident resolution, classification, prediction, and automation, this paper explores how AI can transform traditional ITSM practices. Employing a mixedmethods approach, including literature review, real-world implementations, case studies, and expert interviews, it provides valuable insights for organizations contemplating or utilizing AI-powered solutions in ServiceNow. The paper discusses the potential benefits, challenges, implementation strategies, and future trends associated with AI integration, equipping organizations with actionable recommendations for optimizing incident and event management processes in the digital age.
ServiceNow as a Platform for AI Integration: ServiceNow emerges as a transformative solution, offering a comprehensive platform to optimize incident and event management through AI integration. With its modular architecture, cloud-based infrastructure, and robust suite of tools, ServiceNow provides a fertile ground for leveraging AI-driven techniques such as machine learning, natural language processing, and predictive analytics. By integrating AI capabilities seamlessly into its Incident and Event Management modules, ServiceNow empowers organizations to automate routine tasks, prioritize incidents intelligently, and predict potential issues before they escalate into service disruptions.
Key Words: Artificial Intelligence, ServiceNow, Incident Management, Event Management, IT Service Management, Automation, Machine Learning, Natural Language Processing, Predictive Analytics.
Objectives of the Research:
1.INTRODUCTION
The primary objective of this research paper is to provide a comprehensive analysis of the integration of Artificial Intelligence in ServiceNow Incident and Event Management. Through a thorough examination of existing literature, real-world implementations, case studies, and expert interviews, this paper aims to:
In the contemporary landscape of Information Technology (IT) Service Management (ITSM), organizations face a myriad of challenges in ensuring efficient incident and event management processes. The rapid pace of technological innovation, coupled with increasingly complex IT infrastructures, has heightened the demand for agile and proactive approaches to ITSM. In response to these challenges, the integration of Artificial Intelligence (AI) presents a transformative opportunity to revolutionize traditional incident and event management practices. ServiceNow, as a leading provider of ITSM solutions, serves as an ideal platform for harnessing the power of AI to optimize IT operations and drive organizational success.
Explore the various AI-driven techniques and their specific applications in Incident and Event Management within the ServiceNow ecosystem. Discuss the benefits, challenges, and implementation considerations associated with AI integration in ServiceNow. Provide practical insights and recommendations for organizations contemplating or utilizing AI-powered solutions in ServiceNow Incident and Event Management.
The Need for AI in Incident and Event Management: Effective incident and event management are paramount to the success of modern organizations reliant on IT infrastructure to support their operations. However, the traditional approaches to incident resolution and event prioritization often fall short in addressing the complexities and scale of today's IT environments. Manual processes for incident classification, resolution, and event
© 2025, IRJET
|
Impact Factor value: 8.315
Anticipate future trends in AI-driven ITSM practices and their implications for organizations leveraging ServiceNow as a platform for digital transformation.
|
ISO 9001:2008 Certified Journal
|
Page 80