Accelerate and Prioritize Work with Predictive Intelligence

Until recently, businesses relied on emails, phone calls, and meetings to get work done. There was no structure, no way to measure and improve work, and no way to see when work slipped through the cracks. Everything was manual with inevitable consequences. Work was slow, error-prone and unpredictable leading to lower productivity, missed opportunities, and unacceptable risk.

Fortunately, things are changing. Increasingly, we’re seeing companies automate processes, replacing unstructured work patterns with well-defined, measurable processes and workflows. ServiceNow is at the forefront of this workplace revolution, helping thousands of customers transform the way they work across IT, security, human resources, customer service, and other business functions.


The ability to accurately categorize and route work is a critical element of this new, automated workplace. Every day, enterprises deal with thousands of work requests. And, each one of these requests has to be classified and prioritized so that it can be processed efficiently and accurately. For instance:

  • IT changes must be assigned a risk level, so they can go through the right approval processes.
  • Security incidents have to be prioritized, so that the most urgent threats are dealt with first.
  • Customer service cases need to be routed to the right agent based on skills, workload, and availability.

From Repetitive Manual Processes …

Up until now, companies have categorized and routed work manually. Humans look at individual work requests, and fill in the blanks based on their experience. For example, they might prioritize IT incidents by looking at the affected business service and description of the issue. This is an enormous bottleneck – until an incident is prioritized, it doesn’t move into the resolution queue. Meanwhile, the clock is ticking. And, over time, this work becomes incredibly repetitive – with similar incidents prioritized the same way again and again.

… To Automated Predictive Intelligence

There has to be a better way. Wouldn’t it be faster and easier if you could categorize and route work requests automatically? With the ServiceNow Intelligent Automation Engine, you can. It uses your existing operational data to create predictive models that can automatically categorize new work requests. With as little as a day’s training, it can accurately predict the severity of an IT incident based on the affected business service and incident description – or potentially, the risk of a change based on the change type and affected configuration item (CI).

Extending Predictive Intelligence Across the Enterprise

However, this isn’t just about routing incidents. While we’ve started with IT, predictive intelligence can be applied in principle to any type of work request. For example, it could be used to predict the resolution time of a customer service request, estimate the cost of a facility work order, or to prioritize HR cases. Anywhere there’s a sufficient training data set – about 50,000 to 100,000 records – you can use predictive intelligence to automatically categorize work, so that you work faster and free up skilled staff from the drudgery of manual routing.

That’s powerful – and it’s just another way by which ServiceNow lets you work at lightspeed.

Dave Wright
Dave Wright joined in December 2011 and currently serves as ServiceNow’s Chief Strategy Officer. Prior to joining ServiceNow, Wright spent over six years with VMware, Inc. as Vice President of Technical Services for EMEA. From 2003 to 2005 Wright headed up the technical division for Northern and Southern Europe at Mercury Interactive. Prior to that he spent six years at Peregrine Systems, Inc., where he held a variety of senior technical and marketing positions. Wright has also worked for Boole & Babbage, Inc. and Candle Services (later acquired by IBM).

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