August 2025
Intermediate to advanced
268 pages
5h 49m
English
book
ServiceNow’s Intelligent IT Service Management: A Comprehensive Guide to Implementing the Platform’s AI Capabilities for IT Managers
by Saaniya Chugh
Content preview from ServiceNow’s Intelligent IT Service Management: A Comprehensive Guide to Implementing the Platform’s AI Capabilities for IT ManagersBecome an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
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References and Further Reading
Chapter 1
References
Gartner. Days of the Manual Service Desk Are Numbered. Redmond Channel Partner, 2021.
The Guardian. British Airways Computer Outage Causes Global Flight Delays. September 6, 2016.
Bloomberg. MTA Subway Extension Costs Skyrocket Due to Miscommunication. February 23, 2023.
HDI. State of Service Management Report. PressReleaseIR, 2024.
Robert Half Technology. IT Downtime Survey: Time Wasted on Tech Issues in the Workplace. Robert Half Press.
American Society for Quality. Study on Data Quality Issues Due to Human Errors. Milwaukee, WI: ASQ Publications.
Pumble. Workplace Communication Statistics: 2025 Data on Communication Challenges, Tools, and Trends, 2025.
Fierce, Inc. Employees Cite Lack of Collaboration ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.