ServiceNow's AI empowers IT leaders by transforming traditional IT operations into intelligent, predictive, and automated systems. Through ServiceNow AI tools like Now Assist, Predictive Intelligence, Virtual Agent, AI Search, and AIOps, ServiceNow enables organizations to anticipate issues, automate repetitive tasks, and accelerate resolution time, making IT infrastructure more resilient, agile, and future-ready.

Real-World Example:
Let's take the case of a global retail enterprise that experiences heavy IT loads during seasonal sales. Any system downtime during this period could lead to millions in revenue loss and poor customer experiences.
Here's how ServiceNow AI helped their IT leadership future-proof their infrastructure:

• ServiceNow AIOps proactively monitored infrastructure, using machine learning to detect anomalies like sudden memory spikes or network latency. It automatically triggered incident creation before outages occurred.

• Predictive Intelligence categorized, prioritized, and routed incidents to the right teams, reducing manual triaging.

• Now Assist for ITSM (powered by generative AI) has helped support agents resolve tickets faster by suggesting contextual solutions based on previous cases.

• Virtual Agent handled repetitive user queries (like password resets or VPN access issues), allowing IT staff to focus on high-value tasks.

• AI Search enabled employees and IT staff to instantly find relevant knowledge articles, improving self-service and first-call resolution.

Results:

• 40% reduction in incident volume
• 60% faster issue resolution
• Significant improvement in user satisfaction
• Zero downtime during high-traffic periods

By combining these AI-driven capabilities, ServiceNow doesn't just support IT operations—it enables IT leaders to build a proactive, scalable, and future-ready digital infrastructure.