ServiceNow announced a five-year Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS).
Beginning early 2024, the ServiceNow Platform and full suite of solutions will be available as a Software-as-a-Service (Saas) offering in the AWS Marketplace, a digital catalog with thousands of software listings from independent software vendors that make it easy to find, test, buy, and deploy software that runs on AWS. In addition, the companies will co-develop and launch industry-specific, AI-powered business applications to host on AWS and list in AWS Marketplace to add intelligence to critical business workflows. The collaboration will allow joint customers to benefit from new ways to purchase and use ServiceNow solutions.
The scalability and reach of AWS combined with ServiceNow’s intelligent platform for end-to-end digital transformation, will help customers optimize performance, maintain agility, and provide a more flexible and efficient environment for infrastructure management. The companies will also apply their generative AI engineering expertise to new automation applications with an initial emphasis on transforming manufacturing, supply chain, call centers, and cloud transformation use cases.
“By entering into an SCA with AWS, we’re taking another major step in accelerating end-to-end business transformation,” said Paul Fipps, President of Strategic Accounts at ServiceNow. “Our new SaaS platform on AWS and our co-developed solutions are an integral part of our efforts to help customers put AI to work for their business. We are thrilled to bring together AWS’s leading cloud capabilities, the power of the ServiceNow platform as well as our leadership and innovation in cloud computing, generative AI, and machine learning.”
AWS and ServiceNow have deep experience across industries and have developed integrated solutions for customers that are native to AWS:
- AI Call center solution: ServiceNow Customer Service Management (CSM) integrated with Amazon Connect allows businesses to quickly stand-up advanced contact centers powered by AWS AI technology and ServiceNow workflows to streamline case management. Calls can leverage ServiceNow Now Assist and Amazon AI/ML-powered analytics to detect sentiment, conversation characteristics, and contact themes to provide the agent with relevant knowledge articles and contextual critical information to accelerate resolution time and improve customer satisfaction.
- Cloud transformation solution: Establishes a Cloud Center of Excellence (CCOE) with the ServiceNow platform to allow for comprehensive visibility of cloud workloads to drive AIOps, SecOps and Risk outcomes as well as accelerate cloud adoption within the cloud service catalog. The solution identifies workloads to move to AWS based on existing capacity and business use to streamline operations. ServiceNow’s Technology Workflows solutions allows a customer to choose where they would like to host their data and apps and then recommends data transfers and takes over operation of the workflows within the cloud.
ServiceNow will be available on AWS and in AWS Marketplace to U.S. based private sector companies in early 2024 as well as the new co-developed solutions.
The Latest
AI observability serves several roles across an organization. AI engineers use it to build, evaluate, and improve AI systems. SREs use it to operate those systems reliably and efficiently in production, including managing their cost. Leaders need it to connect AI behavior and operational performance to business outcomes. The common need is a clear understanding of whether AI systems are delivering the intended result ...
Part 4 outlines the challenges enterprise face when adopting AI observability. The main challenge is that AI complexity compounds at every stage of maturity. LLM-based applications introduce new behavior, dependencies, and quality considerations, while Agentic AI adds further failure modes as systems make decisions and take actions ...
Part 3 reports on the current state of AI observability. Most experts agree: enterprises are moving faster with AI than they are with the operational discipline needed to run it safely ...
When discussing AI Observability, one of the first questions that arises: Is this just an extension of traditional observability or is this a whole new type of tool? Part 2 compares traditional observability with AI observability ...
In this extensive 14-part series that will post over the next three weeks, experts across observability and AI will provide insight and opinions on the need for AI Observability, the challenges, the benefits, the current state, and predictions for the future ...
Amid rising complexity, organizations are moving quickly toward agent-driven operations: AgenticOps, according to The Impact of Agentic AI on Network Operations, a new report from Cisco ...
AI, automation, and enterprise software give organizations an extraordinary amount of leverage. Work that once required hours can happen in minutes. Information buried across systems can be analyzed almost instantly. Complex workflows can be coordinated across teams with far less manual intervention. That leverage creates a temptation to start with the technology ...
Everyone wants to talk about models. Compute clusters. Benchmark scores that climb a fraction of a point and make headlines anyway. It's an easy conversation to have because it's measurable. But it's also increasingly beside the point ...
For more than a decade, the default infrastructure play has been simple. Move more workloads to the cloud, retire on-premises gear and treat the data center as a cost to shrink. That logic held while public cloud offered near-limitless capacity at predictable prices, and AI demand is now testing both halves of that assumption ...
Most enterprise IT leaders can tell you exactly how many applications are running across their organization. They can surface a dashboard showing telecom spend by region, pull a report on SaaS license utilization, or call up a real-time view of mobile device inventory. The data is there, and IT leaders have largely delivered on the promise of visibility. Yet, in most organizations, that visibility has not translated into business value ...