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Machine Learning-Driven Automation

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Join ServiceNow experts in this episode of TechNow on working smarter with machine learning-driven automation.

Publié dans : Technologie
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Machine Learning-Driven Automation

  1. 1. Episode 59 Work smarter with machine learning-driven automation TechNow Chuck Tomasi Sr. TPMM ServiceNow Kreg Steppe Sr. Curriculum Developer ServiceNow Stacey Bailey Principal Curriculum Developer ServiceNow The web series for ServiceNow admins and developers on a variety of Now Platform topics Matt Train Solution Consultant ServiceNow
  2. 2. 2 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Chuck Tomasi • Sr. TPMM, Now Platform • 35+ years IT experience – SW developer, PM, IT manager • ServiceNow customer 2008-2010 • ServiceNow since 2010 – PS implementations, enablement, and pre-sales • First Innovation of the Year Award @K10 • Co-host of TechNow since 2013 • Live Coding Happy Hour guest • Community leader • Hobbies: – Podcasting, golf, skiing, martial arts, cosplay © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.© 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  3. 3. 3 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Kreg Steppe • Sr. Curriculum Developer – Support training cloud infrastructure • Specializing in cloud automation • ServiceNow 2014-present – Prior experience in PS Orchestration • Co-host of TechNow 2016-present • Hobbies: – Podcasting, photography, Linux © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.© 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  4. 4. 4 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Stacey Bailey • Principal Curriculum Developer, Now Platform • 23+ years IT experience – Project Manager, Service Improvement Manager, Architect, Developer, Practice Manager, Knowledge Manager, Curriculum Developer • 9 years ServiceNow Experience – Customer 2009-2011, partner 2011-2014, employee since 2014 • Hobbies: – Gadgets, art, learning unique skills, audio-books © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.© 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  5. 5. 5 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Matt Train © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.© 2018 ServiceNow, Inc. All Rights Reserved. Confidential. • Solution Consultant, Platform Intelligence • 20+ years IT experience – Primarily focused on analytics and data warehousing – Cognos, Birst, etc. • 1.5 years ServiceNow experience – Started with Performance Analytics and expanded to AI and VA this year • Hobbies: – Home automation (my geek cred), hiking, wine © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  6. 6. 6 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Agenda • Quick Tip: Related list notation • Main Topic: Work smarter with machine learning-driven automation • Q & A © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Note: Ask a question in the Q&A – if we cannot answer it live, we’ll post answers on the community https://community.servicenow.com
  7. 7. 7 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. knowledge.servicenow.com
  8. 8. 8 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. servicenow.com/success
  9. 9. 9 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Community quick tip Related list notation A quick tip or best practice inspired from conversations on the ServiceNow Community https://community.servicenow.com
  10. 10. 10 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Related list notation • Table1  Table2 – One-to-Many • Table3 – Many-to-Many
  11. 11. 11 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Work smarter with machine learning-driven automation
  12. 12. Less than 20 20-50 50-100 100 or more How many assignment groups do you use in your organization's incident management process? Poll question
  13. 13. 13 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Manual task dispatching contributes to resolution times and costs 1000s of incidents and tasks manually triaged and dispatched 100,000s incidents and tasks Request Service Self-Serve Machine Notifications Requester Categorize, Prioritize & Assign Collaborate Solve Issues Actioner Median* 14 Categories 51 Groups 5 Priorities Mean* 46 Categories 805 Groups 8 Priorities *Source: Survey of 1368 ServiceNow customers, June 2017
  14. 14. 14 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Supervised machine learning tailored to each customer and their own data Categorize and route work with agent intelligence Decrease time to resolution Reduce error rates and cost Agent intelligenceRequester Intelligent action *Source: Survey of 1368 ServiceNow customers, June 2017 100,000’s of requests made with short description Categorization Assignment Resolve faster Prioritization
  15. 15. 15 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Available ONLY with subscription bundles: • ITSM Professional • CSM Professional • HRSM Professional • HRSM Enterprise • Incident assignment • Incident category ITSM • HR case organization HR • CSM case assignment • CSM case categorization • CSM case prioritization CSM Out-of-the-box solution definitions: 15 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Availability
  16. 16. 16 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Requirements • Kingston or higher Version • admin • ml_admin Role • Agent Intelligence (com.glide.platform_ml) • Agent Intelligence Reports (com.glide.platform_ml_pa) Plugins
  17. 17. 17 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Training flow Training Service Customer Instance Raw Data Set Raw -> Analytical data set -> Model(s)
  18. 18. 18 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Training process Raw Data Clean Data Dedup Data Class Files
  19. 19. 19 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Training process – N grams • Generate 1-grams, 2-grams, etc. • Remove Stop Words N-gram generation Thi s i s a sentence Thi s i s a sentence This is Is a a sentence This is a Is a sentence 1-gram (unigrams) 2-gram (bigrams) 3-gram (trigrams)
  20. 20. 20 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Prediction flow for new incident “Prediction”: “Email” “Prediction”: “Software” “Confidence”: 0.92 “Confidence Threshold”: 0.8 Describe the issue (Required) I am no longer receiving email. It’s imperative that I get email working again by the end of the day New Incident I am no longer receiving email. It’s imperative that I get email working again by the end of the day. Prediction API Business rule Model Now Platform
  21. 21. 21 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Key performance metrics for a trained solution Coverage Coverage: % of records that are predicted (How much can we automate using Machine Learning) Precision Precision: % of predicted records that are correct (How accurate is Machine Learning) Precision and Coverage numbers are inversely related to each other.
  22. 22. 22 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Create insightful dashboards
  23. 23. 23 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Business Rules for Predictions There is a default business rule for calling prediction: • Default Incident Based Prediction • Default Case Based Prediction
  24. 24. 24 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Understanding OOB Business Rules – Incident creation Upon insert of the record (Incident) in this case, the predictor object is created and all the active solutions for that record are retrieved. The oob behavior is to get a prediction only if the user has not changed the default value that is loaded onto the form. Only If the current value is different from the default, then invoke prediction. The actual prediction call is made and the incident is updated with the value. The fieldName will contain the value. The results are also stored in the predictedResults table. The message is generated for logging an info message.
  25. 25. 25 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. REST API Explorer – Validating a Solution This method is used to validate if predictions are working for a particular solution. The name of the solution can be determined from the solution definition. The query parameters are the input fields used for the solution. All the input fields have to be provided for a response.
  26. 26. 26 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. REST API Explorer – Checking the result for prediction The response of the rest api explorer returns if the request was successful. This is indicated by the 200 OK The response contains the input provided and the outcome and the confidence for the outcome. This confidence is compared to threshold for the outcome
  27. 27. Demo
  28. 28. 28 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Additional learning • Docs – Agent Intelligence https://bit.ly/2Qc1UzC • Accenture Study – https://bit.ly/2KgvIWB • CIO Whitepaper – https://bit.ly/2Nmn5NW
  29. 29. 29 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. ServiceNow • docs.servicenow.com • community.servicenow.com • developer.servicenow.com • bit.ly/servicenow-technow • servicenow.com/success Available in the Resource widget (at the bottom of your screen) Reference information © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  30. 30. 30 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. ServiceNow • docs.servicenow.com • community.servicenow.com • developer.servicenow.com • bit.ly/servicenow-technow • servicenow.com/success Available in the Resource widget (at the bottom of your screen) Reference information Get a free personal instance © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  31. 31. 31 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. ServiceNow • docs.servicenow.com • community.servicenow.com • developer.servicenow.com • bit.ly/servicenow-technow • servicenow.com/success Available in the Resource widget (at the bottom of your screen) Reference information Over 50 topics since 2013 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  32. 32. 32 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. ServiceNow • docs.servicenow.com • community.servicenow.com • developer.servicenow.com • bit.ly/servicenow-technow • servicenow.com/success Available in the Resource widget (at the bottom of your screen) Reference information Remember: Questions and answers will be posted to the community © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  33. 33. 33 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Q & A Thank you for joining us. Follow us on the community technow@servicenow.com youtube.com/user/ServiceNowCommunity @ServiceNow or @NOWCommunity Chuck Tomasi Sr. TPMM ServiceNow Kreg Steppe Sr. Curriculum Developer ServiceNow Stacey Bailey Principal Curriculum Developer ServiceNow Matt Train Solution Consultant ServiceNow
  34. 34. 34 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. On-demand webinars ON-DEMANDCheck out our on-demand webinars at www.servicenow.com

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