We are pleased to announce the following new features and enhancements for ITOM now in the ServiceNow Store:
The Advanced Promotion Engine is the latest feature in our ITOM Health offerings and is designed to streamline managing frequent anomaly alerts.
One of the most significant advantages of the Advanced Promotion Engine is its ability to reduce the occurrence of false positives and noise. This feature allows you to set promotion conditions by Severity, CI, Number of Alerts, or Time Window helping you to filter and promote only the most relevant anomaly alerts to IT alerts, enabling your operations teams to focus their efforts on the critical issues that demand attention and affect business function.
The Advanced Promotion Engine also allows teams to conveniently skip spike anomalies and immature CIs where alerts cannot yet be trusted, ensuring that only the most significant alerts are escalated to the IT team. Finally, the Advanced Promotion Engine's automatic closure feature automates closing alerts after spikes, eliminating manual cleanup.
By minimizing the number of meaningless alerts and automating the handling of those that need attention, the Advance Promotion Engine helps to optimize workflow efficiency and reduce the workload on the team ensuring they have confidence in the validity of the alerts they do receive. By giving them back valuable time and resources, the Advanced Promotion Engine will give your operations team the focus needed to tackle more pressing matters.
Get it by Activating Metric Intelligence 2.0, now available on the ServiceNow Store.
Another simple but powerful way we are helping Operators deal more effectively with alerts is by adding Agent Assist to the Service Operations Workspace. Agent Assist puts tailored Knowledge Base (KB) articles in front of Operators and learns from experience which KB articles are likely to be most helpful.
Those already enjoying the value of Health Log Analytics to predict and prevent outages will be happy to see their ability to manage those alerts get even better with three new features.
First, take advantage of the ability to more effectively apply feedback on machine learning to a single component or to all components. This helps shorten the time to efficiently train your instance on which alerts truly matter.
Second, make sure your HLA administrators know when data input is not creating alerts with a new configurable notification.
Finally, make sure administrators are notified if the Occultus server is down. This will help you stay on top of the logs feeding your instance.
All of these features will become available when you next update the
If you’re interested in what’s coming next, don’t miss the Integration Launchpad and Express List Features currently in Integration Labs. More on those in subsequent blog entries!
