Quick Start Guide for ITOM AIOps Event Management

vlo · 3 hours ago

Welcome to ServiceNow® ITOM AIOps Event Management

Quick Start Guide

This guide will help you get up to speed on activating the ServiceNow AIOps solution and realizing value from Event Management in the Service Operations Workspace. This guide will not cover Metric Intelligence, Health Log Analytics, Service Reliability Management, Synthetic Monitoring, or Service Observability.

Let’s get started!

Guide Overview:

Here’s an overview of the topics we will cover in the guide:

Event Management in SOW
What are the business outcomes you can expect?
What to know before getting started?
Steps to quick success
Other helpful resources

Event Management in Service Operations Workspace

Service Operations Workspace eliminates the silos between service & operations teams, and delivers an intuitive and streamlined experience for faster alert resolution. Key Service Operations Workspace features for event management include:

An insightful landing page for IT operators & monitoring teams where they can view alert assignments to prioritize and streamline work within their team
A live alert list that serves as a single pane of glass for alert triaging, analysis, and investigation
Noise reduction through alert correlation which groups related alerts together
Quick access to related records leveraging the rich data available on the AI platform

What are the business outcomes you can expect from Event Management in SOW?

Before you start to implement Event Management in Service Operations Workspace it’s critical to have a clear vision of what you want to accomplish. Service Operations Workspace allows you to deliver several positive business outcomes, and you can achieve all this over time. However, by deciding which outcomes are most important for your organization and agreeing on them with your stakeholders, you can set clear expectations and tailor your initial implementation to realize these goals.

Service Operations Workspace benefits:

Reduce mean-time-to-resolve by quickly triaging, investigating and resolving alerts by leveraging contextual recommendations, investigation capabilities, and remediation recommendations & actions
Simplify alert investigation and remediation by remediation playbooks built in ServiceNow Flow Designer
Improve visibility across teams by leveraging the landing page and the alert overview to assigned tasks across the team, as well as highlight key items to drive awareness and alignment
Understand service impact by monitoring the service dashboard and analyzing service maps

Before Getting Started

Since Service Operations Workspace is a configurable workspace developed with the Next Experience UI, it is important to keep the following in mind:

Customer Type	Customers have access to Event Management in SOW if they are ITOM Professional customers. For certain capabilities that may be mentioned in this article (e.g., Service Reliability Management, Service Observability, etc.) ITOM Enterprise and/or ITSM Standard licensing may also be required.
Workspace Status	Identify whether you have teams working in the Operator workspace or not. We encourage customers who are not using the Service Operations Workspace to transition for the latest innovations.
Release Strategy	Consider how you will deploy Event Management in SOW to your production instance. It is highly recommended to first activate Event Management in a sub-production environment and perform upgrade/regression testing to ensure your instance is operating as expected. Remediate any prior user interface customizations and activate with any remediations as part of your organization's normal release process to make the configuration changes in your production instance.

Steps for Quick Success

Step 0: Service Operations Workspace for ITOM

Learn about Service Operations Workspace for ITOM via our product documentation.

Step 1: Upgrade to the Washington DC release or newer

Upgrade to Washington DC or newer on a sub-production instance if you haven't already. We encourage you to read the family version release notes and follow your normal upgrade process. For helpful information see the upgrade planning checklist. If you're new to upgrades, check out our NowLearning course: ServiceNow Upgrade Essentials.

Step 2: Configure Event Management and Service Operations Workspace for ITOM.

Store applications for event management and related capabilities include: 

Step 3: Configure ITOM in Service Operations Workspace

Prior to or shortly after activating the apps, explore the kind of configurations that are available.

Step 4a: Learn about the Workspace UI

A workspace is a suite of tools that provides personas such as agents, case managers, service desk professionals, managers, and other process users with the tools to assist customers quickly and perform process-based tasks. 

Step 4b: Learn about UI Builder

Create and customize workspace pages with UI Builder or create custom web experienced using Next Experience Components and custom web components.

Step 4c: Explore further

Explore the community site to learn more about Service Operations Workspace and the Next Experience community site to learn how to customize your workspace.

Step 5: Integrate your event sources

Learn how to configure your integrations with event management in Integration Launchpad.

Step 6: Define alert automations

Understand what alert automations can be defined for noise reduction, enrichment, correlation, and response.

Step 7: Manage alerts in Express List

Explore how Express List can be used by monitoring teams to manage incoming alerts.

Other helpful resources

Event Management product documentation
Service Operations Workspace for ITOM product documentation
AIOps Resource Library article
AIOps Power Hour Webinar Series
ServiceNow Community ITOM Youtube playlist
If you are new to ServiceNow, we also strongly recommend that you take this very short Get Started with the Now Platform course to learn platform basics. If you want a deeper dive into using the Now Platform, a longer ServiceNow Fundamentals course is also available.