ITOM AIOps Resource Library (moved to ITOM articles)

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This content will continue being updated in ITOM articles here.

The ServiceNow AIOps solution leverages the ITOM Health and Observability applications to ingest events, logs, metrics and traces from monitoring tools. It learns and models the behaviour of applications and learns new scenarios in real time and alerts users when a new anomalous behaviour is detected. AI and ML techniques correlate and deduplicate alerts, surfacing only the few actionable alerts that need attention. Generative AI is used to enrich the alert analysis experience.

ITOM AIOps features and descriptions:

• Event Management – consolidate events from your monitoring tools to reduce alert noise and turn events into actionable alerts, while understanding service impact.
• Metric Intelligence - analyze your IT infrastructure to spot service degradations and reduce outages.
• Health Log Analytics – proactively analyze real-time log data and detect anomalies before the service issues impact on your business.
• Service Reliability Management - provides a self serve, guided experience for on-call teams to autonomously manage the health of their technical services. The experience is built using the Service Operations Workspace application and combines ITOM & ITSM capabilities into a single service operations workflow.
• Service Observability - enables organizations to connect the data and insights from various tools to provide a seamless view into the performance of business-critical applications.
• Synthetic Monitoring - empowers organizations to proactively manage and enhance the performance and availability of critical services. By simulating user transactions on api endpoints, this solution identifies performance bottlenecks, ensures uptime, and optimizes user experiences.
• Agent Client Collector for Monitoring (ACC-M) - enables you to monitor your service availability, examine the health and performance of your environment, and ensure that your infrastructure and its applications are running properly.
• Agent Client Collector for Log Analytics (ACC-L) - seamlessly integrates Health Log Analytics (HLA) with Agent Client Collector (ACC) and accelerates time to value for ITOM Health customers.
• Service Operations Workspace for ITOM - a centralized workspace for operators and administrators to leverage the ITOM AIOps solution
• Now Assist for ITOM - Alert Assist is a cutting-edge capability within ServiceNow that harnesses the power of Generative AI technology to revolutionize the way alerts are managed.
• Alert Automation - empowers teams to setup their own alert automation rules for adding context, grouping, and escalating alerts to incidents.
• Express List - a live alert list with an intuitive interface and customizable experience to view, manage and action alerts. This innovation increases productivity, reduces manual effort, and increases visibility over live alerts. 
• Integrations Launchpad - simplify the admin experience by making it easy to introduce new integrations to the platform for ITOM AIOps and manage and monitor existing integrations.
• AIOps Dashboards - leverage performance analytics to provide certified out of the box (OOTB) dashboards for ITOM Health users in the Service Operations Workspace. These dashboards enable improved decision making and resource allocation, demonstrate ROI and value realization through ServiceNow, and increase efficiency in managing complex technology environments.

ServiceNow AIOps Overall

• Learn how ServiceNow AIOps uses AI to assist and help automate the work of IT Operations teams
• How to deliver immediate value with ServiceNow AIOps
• AIOps - Use ML to Automate Diagnostics and Resolution
• Leveraging ServiceNow's AIOps Without a Mature CMDB
• Harnessing the Power of ServiceNow's Predictive AIOps: A Journey through CMDB Maturity
• The Era of Generative AIOps
• A Comprehensive Overview of AIOps and Its Magic in Action

Quarterly Release Information

• Whats New in ITOM Health March Store Release (Video)

• What’s New for ITOM Health in the Washington Family and March Store Release

• What's New through June 2024 in ITOM Health and AIOps?
• ITOM AIOps June 2024 Innovations
• ITOM AIOps August 2024 Innovations - Alert Automation GA, ServiceNow syslog Monitoring, and more
• Xanadu Release Demo

Now Assist for ITOM - Alert Assist

• Now Assist for ITOM: Quick Start Guide
• How to Setup Now Assist for ITOM
• Now Assist for ITOM: FAQ

Service Reliability Management 

• Service Level Management: Xanadu Release Demo

• On-call Scheduling: Xanadu Release Demo

• Team Topologies and SRM – Structuring Distributed Teams for Success
• Preparing your User table for successful integration with Twilio and Service Reliability Management

Service Observability

• Service Observability: How to Connect Application Services with Observability Metrics (Demo Part 1)
• Service Observability: Triaging Service Issues using Using Observability Metrics (Demo Part 2)

Synthetic Monitoring

• Introducing Synthetic Monitoring in ITOM: 24/7 Proactive Monitoring for Your Critical Resources
• Synthetic Monitoring Demo

Service Operations Workspace

• Predictive AIOps & Event Management - how to use Express List, Integrations Launchpad, and AIOps Das...
• Predictive AIOps & Event Management, including GenAI
• Revolutionizing the AIOps Experience: Integrations Launchpad
• Revolutionizing the AIOps Experience: Express List
• Revolutionizing the AIOps Experience: AIOps Dashboards

Health Log Analytics

• Start Monitoring your ServiceNow instance with Predictive AIOps
• Advanced Tagging for Syslog Anomalies w. HLA
• Find answers faster to your HLA Syslog Anomaly Alerts
• ServiceNow Instance System Log Retriever Demo 

ACC-M

• How to monitor public cloud environments
• How to use machine learning to onboard and monitor new apps
• Monitoring App Service URLs using ACC-M
• Leveraging ACC-M to perform SNMP checks for Network Monitoring

Metric Intelligence

• Learn about Metric Intelligence

VMWare

• How to discover, map and monitor your entire VMware estate

Alert Remediation

• Getting Started with ServiceNow AIOps Remediation Flows

ITOM Health Store Applications

Store App	Outcomes
Event Management Core	Event Management core capabilities and workspace configuration.
Metric Intelligence  Metric Rules	Capture, explore and analyze metrics data, identifying and indicating anomalies.
Health Log Analytics	The Health Log Analytics app helps predict IT issues before they impact users.
Alert Rules Management	Alert Rules Management engine helps operators to increase automation and shorten MTTR.
Agent Client Collector Monitoring	Collect logs for log analysis using the Agent Client Collector.
Tag Based Clustering Engine	The Tag Based Alert Clustering Engine app is a zero-code method that simplifies alert grouping and performs alert correlation without the need for CMDB, model training, or fine-tuning.
AIOps Experience	Includes ITOM Health AIOps Express List, Integrations Launchpad, AIOps Dashboards, and Alert Automation.
Service Operations Workspace ITOM Apps	Service Operations Workplace ITOM Applications enable you to streamline IT Operations Management workflows and processes for modern operations.
Service Operations Workspace Integrations Launchpad	Service Operations Workspace Integrations Launchpad enables straightforward integration setup and management in ITOM Health Event Management.
AIOps Dashboards	A unified, modern dashboard experience targeting multiple ITOM personas as part of Service Operations Workspace or Platform Analytics Workspace.
Agent Client Collector Log Analytics	The ITOM Agent Client Collector Log Analytics (ACC-L) solution seamlessly integrates Health Log Analytics (HLA) with Agent Client Collector (ACC) and accelerates time to value for ITOM Health customers.
Now Assist for ITOM	Now Assist for ITOM features the capability of Alert Assist, utilizing the skills Alert Analysis and Alert Investigation, which uses Generative AI to analyze alerts to provide summary, probably root cause, and next steps, and leverage insights from historical incidents. Alert Assist empowers and improves the operator experience to decrease MTTR. This feature uses the NOW large language model (LLM), the internal ServiceNow purpose built LLM.
Service Reliability Management	Service Reliability Management (SRM) empowers distributed teams through team based access, self serve for event/alert management rules, on-call scheduling and service level objectives configuration for a teams managed service(s).
Service Level Objective Management for Service Operations Workspace	Define SLOs for services, including Service Level Indicators (SLIs) and error budgets. Leverage SLO capabilities with no dependency on SRM.
Service Operations Workspace Service Reliability Management (SRM) Common	Delivers common configurations for Service Reliability Management, which are stored globally, such as access control changes. This configuration is installed only as a result of enabling the Service Reliability Management application.
Service Observability	Connect data and insights to quickly and efficiently resolve problems by improving the accuracy of root cause assessment and quantifying business impact.
Synthetic Monitoring	Create and manage synthetic tests to replicate end-user transactions for critical services. Get real-time notifications for performance degradations or outages before they impact users. Visualize synthetic test results, track KPIs, and share insights with stakeholders.
ITOM Mobile Agent  Innovation Lab	Track alerts, view on-call schedules, and ensure teams have access to incidents on the go.