Discover, Map and Monitor Business Services

Application Summary

ServiceNow ServiceWatch has an innovative, “top-down” approach to discovering and mapping the relationships between IT components that comprise specific business services, even in dynamic, virtualized environments. Dashboards provide insights into the health of business services in real time, correlate service issues with infrastructure events, and contain metrics that alert based on business impact. ServiceWatch uses component-specific monitoring data from third-party systems to correlate incidents to impacted business services.

Benefits to Enterprise IT

Without an accurate understanding of the service topology, IT cannot determine which business services are affected by component-specific changes, failures or performance issues. Manually mapping services is time-consuming and prone to error. It can take up to two weeks per service, and has to be updated every time there is a change – something that happens frequently in dynamic, virtualized environments. With ServiceNow ServiceWatch, IT can: 

  • Become Service-Aware
    • Extend the ServiceNow CMDB by automating the creation and maintenance of accurate end-to-end service maps using a unique, agentless, “top-down” approach
    • Increase availability of key business services by prioritizing component-specific incidents based on the impact to the business service
  • Gain Instant Visibility of Service Health and Availability
    • Equip IT staff to respond quickly and efficiently to critical business issues
    • Reduce Mean-Time-To-Repair (MTTR) through rapid isolation of underlying causes of service-impacting problems – without the need for inefficient ‘war-room’ scenarios
  • Understand the Business Impact of Change
    • Determine how change management processes impact the availability of critical business services by correlating problems with recent change activities
    • Quickly determine if an approved change has been deployed correctly and understand potential cascading changes required, prior to approving a change request
  • Dramatically Simplify Service Continuity Planning
    • Know what needs to be included in data center migration efforts and which IT components need to be replicated in a backup data center to guarantee service continuity
    • Automate the creation and maintenance of accurate business service topology maps to ensure that there are no omissions that could compromise continued service operation

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