Ash Usman
Sr Director, Account Escalation Engineering
Ash Usman is a distinguished professional with an impressive track record across two decades of experience in the Information Technology landscape. He is a ServiceNow veteran and has been with the company for 12 years where he’s performed numerous roles including in Customer Support, Professional Services, and now Account Escalations. In his current capacity, Ash leads the Account Escalation Engineering team - a highly technical group of ServiceNow ninjas who tackle the most arduous and complex performance and scalability challenges faced by ServiceNow's customers.
Conference Sessions
Meet the Speaker: Ash Usman
ACT3722
Come meet Ash Usman, Sr Director, Account Escalation Engineering at ServiceNow and learn more about Now on Now.
Now on Now: Predictive escalations with machine learning
SES2435
Machine learning and AI are critical to how ServiceNow delivers support experiences. All day, every day, our Support organization uses predictive models to proactively identify customers that need help. This session will focus on how one of these models, Predictive Escalations with Machine Learning (PEML), identifies data patterns to predict if a customer is at risk of escalation. We'll also cover how insights from PEML have improved our processes, products, operations, and training. Join us to learn how PEML has prevented hundreds of customer outages, and our plans for future improvements!