TRENDING
ServiceNow
survey shows
CIOs delivering
real value
from machine
learning
Chris Bedi, CIO, ServiceNow
ServiceNow’s recent survey reveals how CIOs are optimising
the changes in the business landscape brought on by machine
learning’s shift from hype to reality.
A
new survey from ServiceNow
finds that machine learning
has arrived in the enterprise,
making material contributions to
everyday work. To realise its full
value, technology leaders must find
skilled talent to work side by side with
machines in addition to redesigning
their organisations and processes.
For The Global CIO Point of View,
ServiceNow surveyed 500 CIOs to
uncover the competitive benefits of
adopting machine learning and hear
how those leaders are driving results.
IDC estimates that investment in
machine learning will nearly double by
2020, and recent analysis shows that
machine learning specialists are among
the fast growing roles in IT.
Humans work side by side with
smart machines for better
accuracy, speed and growth
of business
The survey finds a growing sense of
confidence among senior executives
that machine learning will lead to
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faster and more accurate decisions.
Machine learning software possesses
the ability to analyse and improve
upon its own performance without
direct human intervention, allowing
them to make increasingly complex
decisions over time:
• More than half (52%) of respondents
say they are advancing beyond the
automation of routine tasks, such as
security alerts, toward the automation
of complex decisions, such as how to
respond to alerts.
• 87% said that they would get value
from the accuracy of decisions. In fact,
69% say decisions made by machine
learning will be more accurate than
those made by humans.
• 57% said that routine decision making
takes up a meaningful amount of
employee and executive time, so the
potential value of automation is high.
CIOs expect this decision automation
to contribute to their organisation’s
top-line growth (69%).
“We see three kinds of decisions as
targets for automation – anything
requiring rating, ranking or forecasting,”
said Chris Bedi, CIO at ServiceNow.
“Everyday work such as the assignment
of IT tickets and prioritising sales leads
are already delivering results. Machine
learning has moved from hype to reality.”
Machine learning specialists
alone won’t help CIOs succeed in
digital transformation
Nearly three-quarters (72%) of CIOs
surveyed said they are leading their
company’s digitalisation efforts, and
more than half (52%) agree that
machine learning plays a critical role.
Nearly half (49%) of the CIOs surveyed
say their companies are using machine
learning and 40% are planning to
adopt the technology.
But there are key talent, organisation and
process areas that must be addressed in
order for companies to take full advantage
of machine learning technology:
• Only 27% of CIOs have hired
employees with new skill sets to work
with intelligent machines.
INTELLIGENTCIO
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