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ServiceNow Chief Innovation Officer Wright On Enterprise IT Automation: 'You Can't Just Fix A Problem By Throwing More People At It'

The scale of data that companies are going to have to deal with means that automation is becoming much more of a necessity. ServiceNow Chief Innovation Officer Dave Wright describes how this is reshaping the channel.

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What are the advantages for an MSP adopting this technology?

On the MSP side they have triage teams, so they’re looking at all the incidents, all the events coming into a system, and they have groups of people who set the order that work is supposed to be done. Artificial intelligence capabilities are now at the level where you don’t really need people to do that. If you’ve got a big enough core piece of data, you can just go in and train algorithms to be able to do that assignment, that severity, that categorization, so that frees up people to do things that are more interesting.

I think that’s another good way of looking at some of the benefits of automation and machine learning. You can either use it to make sure that tasks that are incredibly complex are executed in the same way each time, or you can look at the things that are very mundane that people don’t really enjoy doing and actually start to automate those as well. You can come at it top down, and bottoms up to meet in the middle and have some kind of optimized experience.

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