ServiceNow AIOps: Transform IT Operations With AI Automation

AIOps blends artificial intelligence and IT operations, creating more reliable, efficient and intuitive systems.

Nov. 20, 2025 | By Abhimanyu Behari

Amid growing pressures to deliver seamless digital services while managing increasingly complex IT landscapes, enterprises are shifting from reactive support to predictive, intelligent and automated operations.

Industry leaders like ServiceNow are evolving beyond traditional IT service management (ITSM) platforms into full-stack AIOps solutions. By combining structured knowledge, generative AI (Gen AI) and machine learning across IT operations, ServiceNow empowers organizations to proactively manage IT services and drive operational efficiency.

Why AIOps Matters for Your Business

AIOps enables organizations to enhance the intelligence, reliability and efficiency of their IT systems by correlating events, identifying anomalies, detecting issues and automating remediation processes. ServiceNow’s approach integrates data from ITSM and IT operations across the enterprise, applying real-time analytics and machine learning to anticipate problems before they arise. The results? Faster resolution times, fewer outages, automated systems and a stronger foundation for innovation.

Building Your ServiceNow AI Knowledge Base

The foundation for any AI capability lies in the quality of data it consumes. For ServiceNow users, this means creating a structured, accurate knowledge base that follows best practices to get the highest quality of outcomes. Reach desired business outcomes with ServiceNow tools such as:

• Knowledge Optimizer: identifies overlapping or contradictory content, ensuring clarity
• AI Knowledge Readiness: provides best practices for organizing taxonomies and knowledge structures so that AI can deliver precise and reliable insights

Focus on Data for AIOps

The foundation for any AI capability lies in the quality of data it consumes. For ServiceNow AIOps this means having a structured, accurate CMDB, ITSM and ITOM data that follows best practices to get the highest quality of outcomes. Reach desired business outcomes with ServiceNow tools such as:

• AIOps Insight: provide in-depth insight into your operations
• AIOps Machine Learning Analysis: turn insights into reliable and actionable conclusions

ServiceNow Now Assist: Gen AI for IT Operations

ServiceNow’s Now Assist brings Gen AI into everyday workflows and use cases. Instead of combing through events and alerts or lengthy articles and complex logs, users and agents receive predictive insights and concise summaries tailored to their queries. Whether it is data correlation and anomaly detection or surfacing instant answers from knowledge bases or condensing weeks of incident updates into a closure summary, Now Assist improves Service health visibility and reduces the workload and speeds resolution. Tools like Now Assist enhance human capabilities rather than replace them, empowering employees to dedicate more time to strategic, high-value work.

Moving From ITSM to AIOps

AIOps adoption requires aligning strategy, data and processes—not just new tools—to maximize AI’s impact.

Organizations that rush to purchase AI licenses without a clear plan often find themselves with features that go unused. An effective starting point involves establishing well-defined goals, such as enhancing service reliability, minimizing system downtime or streamlining processes for employees. With those goals in place, organizations can select the right tools, starting with pilot projects and then expanding into enterprise-wide adoption.

Accelerating Your AIOps Adoption Journey

ServiceNow’s evolution from ITSM to AIOps reflects a broader shift in how enterprises think about operations. Knowledge optimization, Gen AI and predictive operations are increasingly converging into a unified platform that supports intelligent, end-to-end workflows.

For your business, the opportunity is clear: Prepare your data, set your goals and choose the AI capabilities that align with your strategy. The transition from ITSM to AIOps does not just improve IT; it improves the overall experience for employees and customers alike.