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23.11.01
Vancouver
ServiceNow integration app used to manage access to ITSM data. This application allows administrator to control which tables and fields are allowed by an API to query.
Kyndryl Integration - Query Builder for AI Insights integrates with Kyndryl VESA (Visualization, Exploration and Semantic Analytics) , so that VESA can analyze the tickets and provide actionable insights.
Kyndryl VESA uses machine learning & deep learning algorithms to provide actionable insights from ServiceNow tickets. It analyzes unstructured, free-form texts of Incident, Problem and Change (IPC) tickets from ServiceNow, and the analyzed results are then visualized on a highly interactive dashboard alongside structured parameters of the tickets. The dashboard shows historic trends, and as well as real-time visibility to the realm of IPC tickets enabling the clients to derive actionable insights from their data.
Kyndryl Integration - Query Builder provides:
- Pre-built ServiceNow query that returns pre-defined fields as response to Kyndryl AI Insights.
- Within ServiceNow properties, customer can manage which fields are retuned for each record type, thus controlling the data retuned.
- Pagination is supported to ensure ServiceNow performance.
- Even though this Query Builder is specific to Kyndryl AI Insights, this application can be used by all query applications.
- No additional ACL's or read access to Incident, Problem, Change or Service Request tables are needed.
Kyndryl VESA provides following insights:
- Top pervasive issues and granular categories.
- Root causes of incidents.
- Factors influencing MTTR.
- Reasons for ticket re-assignments and re-opening
- Change induced incidents due to sub-optimal processes.
- Opportunities for improving the efficiencies of Server Desk Agents and Support Personnels.
- Data capturing improvements.
Benefits:
- Continuous Improvement In Service Delivery: Kyndryl VESA provides an advanced executive summary of insights from the ticketing data through an interactive dashboard. These actionable insights help reduce ticket volume, improve MTTR, optimize IT Service Management processes and improve customer satisfaction
- Identify Automation Opportunities: Kyndryl VESA insights help identify opportunities for automation, and adoption of self-service solutions based on historic trends found in the tickets. Service Management automations, in turn, can help minimize support personnel’s effort significantly and optimize the cost
- Accelerate Ticket Volume Reduction: Kyndryl VESA insights help identifying opportunities for significant ticket volume reduction leading to substantial cost saving.
ServiceNow store release.
ServiceNow ITSM standard module