List of ServiceNow Predictive Intelligence Customers
Santa Clara, 95054, CA,
United States
Since 2010, our global team of researchers has been studying ServiceNow Predictive Intelligence customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased ServiceNow Predictive Intelligence for ML and Data Science Platforms from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using ServiceNow Predictive Intelligence for ML and Data Science Platforms include: Microsoft, a United States based Professional Services organisation with 221000 employees and revenues of $243.00 billion, Novant Health, a United States based Healthcare organisation with 36877 employees and revenues of $7.55 billion, University of Maryland, a United States based Education organisation with 14992 employees and revenues of $2.98 billion and many others.
Contact us if you need a completed and verified list of companies using ServiceNow Predictive Intelligence, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The ServiceNow Predictive Intelligence customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Microsoft | Professional Services | 221000 | $243.0B | United States | ServiceNow | ServiceNow Predictive Intelligence | ML and Data Science Platforms | 2023 | n/a |
In 2023, Microsoft implemented ServiceNow Predictive Intelligence to enhance its Global Helpdesk and internal IT incident management. The deployment positions ServiceNow Predictive Intelligence as an ML and Data Science Platforms capability that automates incident triage and routing across support operations serving more than 170,000 employees and partners worldwide.
The implementation focused on embedding platform-native predictive classification and routing into ServiceNow ITSM workflows, converting experimental machine learning models into production model artifacts and automated triage processes. Configuration efforts emphasized classification, confidence scoring, and automated routing rules to reduce manual queue handling within IT incident workflows.
Microsoft collaborated directly with ServiceNow to evolve an experimental ML solution into the platform-native Predictive Intelligence capability for IT and incident management, integrating model inference into existing incident queues and assignment processes. Operational coverage was enterprise wide, applied to internal support teams and partner-facing support channels across global sites.
Governance and rollout followed a phased approach that moved models from experimental validation into ServiceNow native orchestration and operational monitoring, aligning change control with ITSM process owners. The implementation explicitly supported reduction in mean time to resolution, as ServiceNow Predictive Intelligence automated initial triage and improved incident routing effectiveness.
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Novant Health | Healthcare | 36877 | $7.6B | United States | ServiceNow | ServiceNow Predictive Intelligence | ML and Data Science Platforms | 2020 | n/a |
In 2020, Novant Health deployed ServiceNow Predictive Intelligence as part of an ITSM modernization to automatically categorize, assign, and prioritize IT tickets for clinicians and staff in the United States. ServiceNow Predictive Intelligence is implemented as an ML and Data Science Platforms solution to augment IT/incident management workflows and surface routing and prioritization predictions directly into ticket triage.
The implementation used Predictive Intelligence models to generate ticket categorization, assignment and priority recommendations, and integrated Virtual Agent to surface automated handling of routine inquiries. Performance Analytics was integrated to instrument model performance, track impact metrics, and support ongoing model retraining and tuning. Configuration emphasized automated classification rules and confidence thresholds to reduce reassignments and handoffs.
Operational scope centered on IT and incident management for clinicians and staff across Novant Health in the United States, with the service desk adopting the capability into daily triage and assignment workflows. Governance included continuous monitoring with Performance Analytics and iterative model tuning, feeding Virtual Agent conversational outcomes back into model training. Outcomes reported from the deployment included approximately 30% reduction in ticket reassignments and roughly 28 hours per week of service desk time saved.
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University of Maryland | Education | 14992 | $3.0B | United States | ServiceNow | ServiceNow Predictive Intelligence | ML and Data Science Platforms | 2019 | n/a |
In 2019, the University of Maryland deployed ServiceNow Predictive Intelligence within its IT service management environment to automate incident categorization and routing, leveraging capabilities consistent with the ML and Data Science Platforms category. The project was presented as a machine learning journey at ServiceNow Knowledge, and the implementation focused explicitly on IT incident management use cases and reporting improvements.
ServiceNow Predictive Intelligence was configured to run classification models that provided automated incident categorization, routing recommendations, and enriched incident metadata for downstream reporting. Model training and refinement used historical incident records and analyst feedback loops to improve classification quality, and the implementation levered the application s built in supervised learning and pattern recognition features to operationalize predictions within the incident workflow.
The solution operated inside the university s ITSM incident workflow and the central IT service desk, integrating predictive outputs directly into incident assignment and escalation processes. Operational coverage targeted incident handling and service desk functions across university IT operations, with predicted categories and routing suggestions surfaced to analysts as part of normal ticket triage.
Governance emphasized a machine learning operations loop with analyst validation and periodic retraining, described during the ServiceNow Knowledge session as part of the machine learning journey. Outcomes reported by the university included a 77% increase in categorization accuracy and an approximately 50% decline in incident resolution time, with improved reporting on incident trends enabled by ServiceNow Predictive Intelligence.
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Buyer Intent: Companies Evaluating ServiceNow Predictive Intelligence
- Talan, a France based Professional Services organization with 7100 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
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