Enterprise Service Management (ESM) is a strategic approach that extends service management principles beyond the IT department to other areas of an organization, such as HR, finance, and facilities management. ESM is about adopting a service-oriented mindset throughout a company, viewing every function as a service provider, whether it's delivering IT support, managing employee onboarding, or handling procurement requests.
The power of ESM lies in its ability to reduce costs and improve service quality through standardized processes, clear service catalogs, and defined service level agreements (SLAs). It promotes collaboration across disparate business functions and centralizes service management procedures in a unified platform, facilitating knowledge sharing, coordination, and alignment of goals.
AIOps, or Artificial Intelligence for IT Operations, applies AI and related technologies like machine learning and natural language processing (NLP) to traditional IT operations management activities and tasks. It combines big data and machine learning to automate IT operations processes, including event correlation, anomaly detection, and causality determination.
IT can easily take advantage of AIOps to provide reliable, predictable, secure and cost effective service if they already have ServiceNow or Freshworks in the environment.
ServiceNow has adopted AIOps to transform its IT operations, achieving productivity increases. By leveraging AIOps, ServiceNow can continuously monitor its environment, reducing incidents and cutting costs through predictive and actionable alerts. AIOps also enables the initiation and automation of processes to resolve incidents when they occur. ServiceNow's journey to AIOps involved a phased and strategic approach with key targets across people, technology, measurement, and trust. Their "Three Zero" strategy commits to zero physical footprint (on-premises data centers), zero outages, and zero incidents reported by users, aiming to keep employees connected, productive, and secure while evolving the role of IT from firefighter to business partner.
Freshworks utilizes AIOps to remove noise and distractions, enabling IT specialists to focus on important tasks and not be distracted by irrelevant alerts. This speeds up the detection and resolution of service-impacting issues and prevents outages that hurt sales and the customer experience. AIOps tools in Freshworks are designed to automate and streamline IT operations monitoring, including data selection, pattern discovery, inference, collaboration, and automation. The main benefit of adopting AIOps is that it gives Ops teams the speed and agility they need to ensure the uptime of critical services and the delivery of an optimal digital customer experience.
In conclusion, AIOps can significantly enhance the power of ESM by automating IT operations processes, reducing incidents, and improving service quality. Companies like ServiceNow and Freshworks are leveraging AIOps to increase the power of ESM and improve customer service, setting an example for others in the industry.
