What's new in IT Operations Management and CMDB in the Rome release

[Usman Sindhu]

Ciao, you must be excited to hear what's in the store for IT Operations Management and CMDB in the Rome release. First, let's recap some of the challenges we heard from you.

Disjointed and poorly integrated tools - There are many discovery and monitoring tools, but they add more noise and do not help achieve business outcomes.

Unable to manage service reliability - Digital economy runs on digital services. Often, IT, DevOps, and SRE teams may be unable to drive reliability and resilience.

Manual and tedious tasks and processes - Many manual processes reduce productivity and keep your team from serving business outcomes.  

Let's go over how Rome release helps you solve these challenges.

Unified Agent Client Collector (ACC)

IT operations and security operations teams need to adapt and respond to an increasingly complex digital infrastructure. The ability to use a single, standalone agent that meets all these complex and pressing demands is paramount to digital success.

Unified Agent Client Collector combines ACC-Visibility and ACC-Monitoring releases as a unified single-agent solution that augments IT operations. ACC provides customers with the ability to monitor events, discover assets and endpoints, and enhances incident response with integrated playbooks for the digital enterprise.

Health Log Analytics Enhancements

We introduced Health Log Analytics in the Quebec release giving the IT team the ability to monitor logs and generate alerts.

In the Rome release, the IT operations teams get an improved user experience with a log viewer with search filters and a new overview dashboard that shows active alerts, anomalies, noise suppression, and other KPIs. Agent Client Collector also supports log collection that helps tool reduction further.

You can stream logs from cloud sources such as Azure Monitor, Amazon S3, Amazon CloudWatch, and others.
The Managed Service Providers can extend this capability to their customers with new Multi-tenancy features.

 

ITOM Health Log Analytics Dashboard

 Site Reliability Metrics

Managing service resilience can be impossible without reliability metrics such as Service Level Indicator (SLI), Service Level Objective (SLO), and Error Budget (EB).

Site Reliability Metrics extends Site Reliability Operations capability by allowing DevOps and SRE teams to monitor their microservices and metrics to run services reliably.

For instance, if Error Budgets are declining, that's an indication that the dev team should slow down feature release until the incidents are resolved. That also means that your service reliability is dropping, and you should take action to remediate it.

Site Reliability Metrics

Service Mapping Policy-based enhancements

 In the Quebec release, machine learning-based Service Mapping didn't auto-approve connection suggestions from the system. Admins had to manually approve the recommendations.

With policy-based acceptance in the Rome release, these suggestions can be auto-approved with policies and implemented for service mapping. These policies can be customized to include global or local policy and/or only automate acceptance of suggestions based on confidence level thresholds.

With this improvement, you can map services within minutes and remove the lengthy process of getting apps approved by service owners.

Automated TLS Certificate request fulfillment

We've been making incremental improvements to the Certificate Inventory and Management application. In the Rome release, we're adding more layers of workflow automation. For instance, certificate administrators had to request certificates and manually input and approve TLS certificate service requests.

Admins can use a guided setup for policies and filling out certificate data such as Certificate Authority and more with the new additions. This improves workflow by automating requesting, renewing, and revoking TLS certificates. For example, an admin can set a policy that inventory certificates and approves the renewal without human input.

TLS certificate workflow automation process (Note: DigiCert CA is supported in September 2021 release)

CMDB Data Workspace

CMDB Data Workspace is a new, modern, and outcome-oriented landing page for CMDB tools and CMDB metrics. The data workspace provides users with improved visibility into a customer’s CMDB health and metrics. CMDB owners can quickly find Configuration Items (or CIs), attributes, and relationship. With this insight, customers will gain a better understanding of how to maintain their data quality and achieve greater value from CMDB.

CMDB Data Workspace

Learn more 

These are just a few of the many new features coming to IT Operations Management in the Rome release. From here, review the release notes and product documentation to get additional detail. Attend the Release Broadcast on October 13^th at 8:00 AM Pacific / 11:00 AM Eastern to see some of these features demonstrated. Then, schedule a conversation and demo with your account team or contact us here. Don’t forget, the Customer Success Center is also available with essential resources to assist you in planning your upgrade. 

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Join us for the The Now Platform Rome event.

Mark your calendar for the Now at Work, Now Platform Rome release broadcast  

Join us at Now at Work 2021 to learn more about what’s new in the Rome release. You won’t want to miss the Rome release highlights in a keynote session with Dave Wright, chief innovation officer as well as 20 sessions on demand, where we’ll highlight different ServiceNow® products, innovations, the Now Platform, and best practices for upgrading to the Rome release. Register today based on your region:

AMS: https://www.servicenow.com/ams/en/now-at-work.html

EMEA: https://www.servicenow.com/emea/en/now-at-work.html

AP: https://www.servicenow.com/apj/en/now-at-work.html

Japan: https://www.servicenow.com/apj/ja/now-at-work.html

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