In our previous post, we explored how GenAI is revolutionizing AIOps, enhancing operational efficiency through alert analysis and proactive problem resolution. Today, let's turn theory into reality. In this post, we’ll show how easy it is to pull logs from a ServiceNow instance with just a few clicks—logs that are often hidden or difficult to access. By doing this proactively, we can identify potential issues in any ServiceNow application before they escalate, using GenAI to simplify the alerting process.
The Power of ServiceNow Logs – Uncovering Hidden Insights
Many users don’t realize that within each ServiceNow instance, there’s a treasure trove of logs filled with vital data. The challenge? These logs are often buried deep within the system, hard to reach, and even harder to interpret. However, by creating a simple flow that pulls these logs into a more accessible view, we can shine a light on potential problems across ServiceNow applications—before they impact operations.
Imagine having the ability to press a button and instantly see all the important logs related to the performance and health of your applications. These logs can uncover issues that might otherwise go unnoticed, and, using this flow, we make that possible.
Define new syslog data input:
Start the new syslog data input:
Logs are visible in ITOM Health Log Analysis Log Viewer interface:
You may follow the step by step guidance in our doc site.
Proactive Problem Identification with Log Analytics and GenAI
At the heart of this proactive approach is the powerful Log Analytics engine, which works tirelessly behind the scenes to analyze ServiceNow logs. It identifies patterns, keywords, and other pieces of our proprietary "magic sauce" from the logs. This predictive capability allows us to spot potential issues before they even occur.
By continuously scanning these logs, the engine proactively surfaces problematic areas, bringing them to the forefront. Whether it's an anomaly in the system behavior or an exception waiting to cause trouble, the Log Analytics engine catches it early.
Simplifying Alerts with GenAI
Of course, just pulling the logs isn’t enough. ServiceNow logs can be incredibly complex, filled with technical jargon and cryptic error codes that only a seasoned developer could fully interpret. That’s where GenAI steps in. Once these logs are pulled, GenAI analyzes them and simplifies the alerts into clear, understandable language—no more wading through endless lines of technical data.
For example, let’s say the logs reveal a series of application-level exceptions or error codes tied to a ServiceNow application, or even that a particular transaction is taking too long to process. Before GenAI, you'd have to parse through technical error messages or lengthy log entries, which isn’t helpful for a non-technical operator.
But now, with GenAI:
- Before: Logs full of application exceptions, cryptic error codes [Error: Error while processing the request for the endpoint - /sessions/count, Error message: Method failed: (/instance/sessions/count) with code: 400, Error response: {"Error":"Invalid Authorization: org.mozilla.javascript.NativeJavaObject@6fc1ac37"}]
- After: A plain English summary stating, [ Invalid Authorization Error for Endpoint Request; There is an error while processing the request for the endpoint /sessions/count. The error message indicates that the method failed with a 400 code and the error response is 'Invalid Authorization'. This suggests that the authorization provided in the request is not valid or recognized]
Proactive Problem Resolution Across ServiceNow Applications
The ability to pull logs and simplify them with GenAI does more than just resolve current issues—it lets you get ahead of future ones. By monitoring these logs, you can proactively identify issues across any application running in your ServiceNow instance. Whether it’s HR, IT, or customer service applications, this process allows you to pinpoint the root cause of issues before they lead to outages or reduced performance.
Think of it as having a magnifying glass on all the critical parts of your system, always on the lookout for potential trouble spots. And because the process is so streamlined, this isn’t just for developers anymore—operators and support staff can also use it to catch issues early.
Drinking Our Own Champagne
What makes this especially powerful is that we're using this very technology on ourselves—monitoring and maintaining our own systems with the same tools we provide to customers. It’s a true case of "drinking our own champagne." By using GenAI to monitor our internal systems, we’ve gained valuable insights and proactive control over our ServiceNow applications, ensuring smooth operations and reducing downtime across the board.
Below is an example of a Platform Analytics job error
The Value of Simplification and Proactivity
By integrating GenAI with ServiceNow logs, we’ve created a flow that not only simplifies the interpretation of complex logs but also empowers us to be truly proactive. No more waiting for problems to arise—now, we can prevent them from happening in the first place. And this approach isn’t limited to technical experts. Thanks to GenAI’s simplicity, even those without deep technical knowledge can easily understand and resolve issues.
So, the next time you’re faced with a tricky log, remember: with the right tools in place, it’s just a click away from being simplified and resolved, turning potential challenges into opportunities for improvement.
