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What is ServiceNow Operational Intelligence (OI)?
The servicenow OI tool is a cloud-based platform that allows users to find operational intelligence with three features: 1. extracting operational intelligence from large and complex systems; 2. creating operational intelligence on the fly by interpreting current events, and 3. collaborating across institutions to create models of strategic trends”. http://www.servicenowintelligence.co.uk/overview-operational-intelligence/
Title:What is ServiceNow Operational Intelligence (OI)? [ARTICLE CONTINUED]
This article provides an introduction to ServiceNow Operational Intelligence (OI), a system that leverages Machine Learning to intelligently extract operational intelligence from large and complex systems. The article details the concepts underlying OI, as well as its advantages, disadvantages and limitations. Finally, the article offers an example of how OI can be applied to extract operational intelligence in a business process improvement environment.
Operations (machines) and intelligence (decisions/rationality/knowledge)
How does ServiceNow OI work?
The tool is designed to create a network of information in which users can collect data and interpret it based on their interpretations and context. It was designed to be a living, breathing intelligence gathering tool that evolves and builds over time. OI appears to be the officially supported way for institutions to create their own intelligence gathering models based on their local situations. For example, a bank using OI to interpret customer behavior could find that spending on luxury goods has increased dramatically in the last year. Based on this information, the bank could create an alert system to watch spending patterns in the area and predict future trends. In addition to data-based interpretation, users are encouraged to connect “things” from the context in which they operate. For example, one user might connect a fire extinguisher and a fire in a building to illustrate how these items are related. Another user might connect an email about stock prices with the idea that such an event may indicate an economic downturn. This does not rely on statistics, but rather simply a knowledge of the circumstances, context and connection of seemingly unrelated things.
In addition to the data-based interpretation, users are encouraged to connect “things” from the context in which they operate. For example, one user might connect a fire extinguisher and a fire in a building to illustrate how these items are related. Another user might connect an email about stock prices with the idea that such an event may indicate an economic downturn. This does not rely on statistics, but rather simply a knowledge of the circumstances, context and connection of seemingly unrelated things.
What are the benefits of ServiceNow OI for businesses?
It allows businesses to store and share information with a high degree of transparency, while simultaneously protecting sensitive data. This can allow employees to feel more comfortable sharing information when they know that the information is being used in specific ways and cannot be viewed by unauthorized individuals. For example, an employee at a regular security industry meeting might be hesitant to raise an issue if they know that other employees are going to research the issue and report back to those who are not in attendance. Servicenow OI allows for the creation of a private, secure space where employees can share their unique observations and analyses with each other in a way that allows them to feel comfortable sharing confidential information. It also allows companies to send alerts based on patterns that they have identified from across their organization. This can help identify emerging trends and problem areas before they become a full-blown issue. Because these problems can be viewed by anyone, there is a higher likelihood that their actions will be taken seriously and addressed right away.
In this article I will give a broad overview of Servicenow Operational Intelligence and some details on how it is used by users. I will also cover integration with other services such as Xero or QuickBooks to do more advanced reporting analyses.
Before getting into the details, it’s important to understand what Servicenow Operational Intelligence (OI) really is and how it differs from other analysis platforms.
A Brief History of Servicenow OI
How can you get started with ServiceNow OI?
The OI platform is relatively new and requires a good amount of commitment and initial investment to set up. In addition, a strong Servicenow CRM integration is required since users need the ability to search for relevant information and data quickly. The service provider must also have a strong understanding of the business environment in which they are working, and be able to train employees on how to use the technology. Finally, the service provider must ensure that all communications are being tracked appropriately so that there is minimal information loss and misuse. A good example of a company using Servicenow OI is Telco Dots, which sells a product called Dragonfly. The company uses Servicenow OI to provide real-time information to optimize the use of its new software. Dragonfly is an Internet services provisioning service that allows a Telco Dot to connect and manage voice, data and security services for end users.
What are the future plans for ServiceNow OI?”
The service provider plans to expand their services into other countries, allowing users to share information across the globe. They have already started connecting with a number of organizations in Canada and have plans to expand into the US market in 2017. The company is also working on additional tools that will allow users to design custom reports based on the type of information they would like to gather, rather than just generating one big report that requires a lot of manual data entry. The company is also planning to expand the depth of their interactive tools so that users can work together to create more complex reports.
One of the challenges that the company is facing is in trying to get more organizations to embrace ServiceNow OI. Many companies are still hesitant about moving away from traditional service management solutions and do not understand the value that a cloud solution can bring to them. Another concern is that some organizations are hesitant to migrate their data because they do not want their private information shared with other organizations. There is also skepticism that the new features that are being released are actually going to be useful.
