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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 some use cases of advances you are seeing in IT automation?

What we’re seeing now is not just machine learning being used to analyze data and automate tasks, but it’s when we start seeing machine learning being used to do things that are pre-emptive, predictive, prescriptive [that things get interesting]. The ability to not just be able to automate what’s happening now, but to be able to use some of that data to predict what might happen in the future.

We’re seeing a lot of this go beyond just IT workflows: People are starting to look at employee workflows across the company, people are starting to look at how they can use this for customer service workflows.  

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