The modern IT operations center faces a paradox: as our systems become more sophisticated, the complexity of managing them threatens to overwhelm the very efficiency they were meant to create. The November release of ServiceNow AIOps helps customers address this challenge head-on with intelligent solutions that bring clarity to chaos.
How? Though a ServiceNow superpower we are just beginning to unlock for you: Deep, clear, rapid context.
Deep Context: Now Assist Alert Investigation puts incident history at your fingertips
Every IT organization holds invaluable knowledge in its historical data, but accessing this wisdom in the moment has always been a challenge. "Tribal knowledge" and "institutional memory" are a few of the euphemisms we throw around to reassure ourselves in the face of our own limited human memory and he vast store knowledge that goes home or logs off every night.
Our new Alert Investigation capability is the first of many upcoming skills that will help you finally bridge the gap between present issues and past solutions.
When new alerts arise, the Now Assist AI now has access to the full history of all Incidents and their resolution and it can make that information immediately actionable with plainly worded analysis and description. No more searching around for foggy keywords and details.
Our powerful LLM takes in all Incidents and resolutions and surfaces key wisdom from the most relevant incidents. With this context you can take the right action every time; in some case resolving issues before they become incidents, in others resolving incidents before they become major outages.
When an alert surfaces, Alert Investigation gives operators the opportunity to send out an APB on a solution--instantly analyzing related historical incidents, providing operators with crucial context: which teams handled similar issues, what solutions proved effective, and how the incidents were resolved. This isn't just about accessing history – it's about transforming past experience into an immediate course of action.
Key Features:
- Historical Incident Analysis: Like piecing together a puzzle, the system identifies and analyzes top related incidents to provide immediate context
- Team Success Tracking: Automatically identifies which teams and individuals have successfully resolved similar issues, creating clear escalation paths
- Resolution Intelligence: Analyzes work notes and resolution data to provide operators with proven fix recommendations
- Priority Pattern Recognition: Shows timing and priority patterns of related incidents to help operators understand issue severity
Requirements:
- Now Assist for ITOM application version 1.2
- ITOM or TSOM Professional Plus or AIOps Enterprise Professional Plus
- Xanadu Patch 3 or higher
Clear context: AI enhanced alert group descriptions
Sometimes algorithm generared alert groups tell only part of the story, with descriptions that can obscure rather than illuminate the underlying issue. Our enhanced Alert Analysis now addresses this by generating clear, contextual descriptions that help operators quickly grasp the situation.
The system learns from operator feedback, continuously improving its ability to generate meaningful descriptions. And because we understand that automation isn't always perfect, operators can easily revert to original descriptions when needed.
Key Features:
- Smart Group Descriptions: Replaces generic alert group descriptions with context-rich summaries that clarify the underlying issue
- Continuous Learning: Operators can provide feedback through simple thumbs up/down mechanisms to improve future descriptions
- Safe Experimentation: One-click reversion to original descriptions ensures teams can confidently try the new functionality
Requirements:
- Now Assist for ITOM store application version
- ITOM or TSOM Professional Plus or AIOps Enterprise Professional Plus
- Xanadu patch 3 or higher
Rapid context: standard context with or without a mature CMDB
Different monitoring tools speaking different languages has long been an IT operations challenge. Our new alert automation capabilities bring event field mapping directly into the Service Operations Workspace, creating a common language for your monitoring your ecosystem on Day 1 of event management. Alert automations can also work from tags or ad hoc fields like alert text so these features start providing context long before you reach a mature CMDB.
- Single Field Mapping: Normalizes data from various monitoring tools to ServiceNow standard fields directly within Service Operations Workspace
- Severity Standardization: Maps varied severity levels from external tools (like Pingdom's "up/down") to ServiceNow's standard severity levels
- Centralized Configuration: Brings existing event management capabilities into Service Operations Workspace for streamlined setup
The November release represents another step in our ongoing commitment to making complex IT environments more manageable. By bringing contextual intelligence to alert management, we'll help you move from reactive response to proactive operations.
We invite you to explore these capabilities further in our upcoming webinars. Join us to see how these innovations can transform your IT operations from a reactive cost center to a driver of business transformation.
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