2026 is off and running, and it’s best to have a guide to show you the way along your AIOps journey! So let me introduce you to the ITOM AIOps Configuration Center, a centralized hub within the Service Operations Workspace (SOW) that enables IT teams to configure, manage, and optimize AI‑enhanced IT Operations (AIOps). Acting as a command center for modern operations, it streamlines event‑to‑response workflows, reduces alert noise, and strengthens overall service health. In short, it is designed to shift IT operations from reactive firefighting to a proactive, automated, intelligent operational model.
It delivers this goal by enabling the following key benefits:
Improved Visibility
It provides a holistic view of the IT ecosystem, mapping application performance to supporting infrastructure for better context and faster decisions.
Faster Remediation
By delivering actionable insights and contextualized analysis, teams can accelerate incident response and reduce Mean Time to Repair (MTTR).
Operational Efficiency
Automating repetitive event‑management tasks reduces manual workloads, allowing IT teams to focus on strategic initiatives.
Core Functions and Capabilities
But these benefit claims are made by many vendor solutions in the IT market. So to show you how we deliver, below are the major AIOps capabilities accessible through a unified interface within the AIOps Configuration Center.
Integration Launchpad
Brings together your operational ecosystem, connecting the platform with the tools, data sources, and services your teams rely on every day. It provides a streamlined way to configure inbound and outbound integrations—whether for observability pipelines, ticketing systems, collaboration platforms, or cloud providers—so data can flow seamlessly across your environment. By centralizing these connections, the platform ensures that events, metrics, alerts, and automation triggers stay synchronized, enabling richer insights and more coordinated responses. This section ultimately acts as the connective tissue of your AIOps strategy, helping organizations break down silos and build a unified, intelligent operations workflow. Please note, for those familiar with prior releases of ServiceNow ITOM AIOps, the Integration Launchpad can now be accessed from this section.
Events and Alerts
Acts as the nerve center for real‑time operational awareness, bringing together signals from across your infrastructure and applications. It centralizes the ingestion, classification, and correlation of events so teams can quickly understand what’s happening and why. Alerts are configured with precision, allowing organizations to define thresholds, suppression rules, and routing paths that ensure the right teams are notified at the right moment—without drowning in noise. By tying alerts directly to services, dependencies, and historical context, this section helps teams move from reactive firefighting to intelligent, prioritized response. It ultimately strengthens reliability by turning raw event streams into actionable insights that drive faster, more confident incident resolution.
Metrics
Serves as the backbone for understanding system performance and operational health across your environment. It centralizes the collection, organization, and visualization of key performance indicators, giving teams a unified place to define which metrics matter most and how they should be interpreted. By connecting these metrics to services, alerts, and automation rules, the platform transforms raw data into meaningful insights that help teams detect anomalies early, track trends over time, and make informed decisions about capacity, reliability, and optimization. In a world where every millisecond counts, the Metrics section empowers organizations to move from reactive monitoring to proactive, data‑driven operations
Synthetics
Simulates user actions and API calls through automated synthetic tests, giving operators a proactive way to detect performance issues before real users ever feel the impact. By continuously monitoring the availability and responsiveness of critical endpoints, the system helps teams spot anomalies early and set intelligent alerting rules that trigger when something drifts out of expected behavior. The results—rich with timing data, error details, and execution traces—feed directly into the broader AIOps ecosystem, where they can be correlated with logs, metrics, and events to accelerate root‑cause analysis. In practice, this means fewer surprises, faster recovery, and a more resilient digital environment overall.
Services
Defines, organizes, and monitors the core services that make up your digital ecosystem. It gives teams a structured way to register each service, map its dependencies, and connect it with the right observability data—metrics, logs, traces, and events—so the platform can understand how everything fits together. By centralizing this information, the Services area becomes the foundation for intelligent correlation and automated insights across the AIOps platform. It helps teams quickly pinpoint which service is affected during an incident, understand upstream and downstream impact, and maintain a clear, living blueprint of their environment. For organizations aiming to reduce noise, accelerate troubleshooting, and strengthen operational resilience, this section becomes an essential piece of the puzzle.
Dashboards
Brings all your operational insights together in a clear, visual, and highly actionable way. It allows teams to build tailored dashboards that surface the metrics, events, and trends that matter most to their services, making it easier to spot emerging issues and track overall system health. With flexible reporting tools, organizations can analyze historical performance, identify recurring patterns, and share meaningful updates with stakeholders across engineering, operations, and leadership. By centralizing these visual insights, the Dashboards area becomes a powerful decision‑making hub—empowering teams move from reactive firefighting to data‑driven, proactive improvement.
Authorization
Provides a structured, secure way to manage who can access and modify different parts of your operational environment. It centralizes role‑based access controls so teams can define permissions with precision—ensuring the right people have the right level of access without exposing sensitive configurations. By organizing users, groups, and roles in one place, this section helps maintain strong governance as environments scale and responsibilities shift. It also supports auditability, giving organizations clear visibility into who made changes and when, which strengthens compliance and reduces operational risk. For teams focused on building a trustworthy, well‑governed AIOps foundation, the Authorization area becomes an essential pillar.
Teams
Brings clarity and structure to how operational work gets done by aligning services, responsibilities, and people in one place. It allows organizations to define teams, assign ownership of services, and map out who is accountable for specific parts of the environment. This creates a clean, transparent model of operational responsibility that becomes invaluable during incidents, handoffs, and ongoing optimization efforts. By centralizing team definitions and their associated services, the platform strengthens collaboration and reduces confusion, ensuring that alerts, insights, and automation reach the right groups at the right time. For organizations aiming to streamline operations and build a more resilient, well‑coordinated AIOps practice, the Teams section provides a solid foundation.
Next Steps
But many of us have heard the sayings ‘reading is fundamental’, but ‘seeing is believing’! So check out this demonstration video of the AIOps Configuration Center to elevate your understanding!
