Event Management Process Flow

[Akshata jamdar]

EVENT MANAGEMENT:

Event management is basically used to monitor health of an discovered CI, Application services and technical services. ServiceNow Event Management automatically creates actionable alerts from events captured by third-party monitoring tools. Reduce event noise generated by monitoring tools by using predictive intelligence. In order to create qualified alert events passes through event filters which normalize incoming stream.

PROCESS:

1.Event generated in monitoring system: Event occurs in a monitoring system. The more business impacted events e.g. server is down, CPU utilization, Unavailability of disk space, etc.

2.Event trigger from monitoring system: Monitoring system triggers an action which sends to ServiceNow Event Management. To trigger an action ServiceNow supports multiple ways e.g. REST API, Inbound Email Action, SNMP trap, or Connector is available in ServiceNow for third-party monitoring tool we can use this for integrating this with ServiceNow. The integration will populated [em_event] in ServiceNow.

3.Event received at ServiceNow: Servicenow will receives event from third-party monitoring tool, but it must need to pass event filters. Which only get the events you want to keep. It is better to use filters at ServiceNow side which is easy to manage events later.

4. Alert  creation in ServiceNow: In the "Additional information" field in event table will have details of events according to this details Event transform rules and Event transform maps moves event details to alert record, which will create in record in alert table. Using alert correlation rule you can specify Primary alert and associated secondary alerts in it.

5.Incident creation in serviceNow: In event management incident record will get created depends on alert rule defined, but you can create problem or change request from alert as well. For 1 alert only 1 incident will get created OOTB. 

For having Event Management on your instance you need to activate plugin.

Event Management is licensed per node. That means if you have 100 servers and want to monitor it you need 100 licenses.  Contact your ServiceNow account rep to get licenses. Or you can request it from HI portal. 

Resource:ServiceNow Elite

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