---
sourceDocument: Australia IT Operations Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-operations-management

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    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Operations Management

ft:clusterId :

    - itom

bundleId :

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workflow :

    - Technology


---

# ACC-M use case

# Agent Client Collector Monitoring use case {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
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## Summary of Agent Client Collector Monitoring use case

Agent Client Collector Monitoring (ACC-M) addresses the challenges of monitoring hybrid IT environments by providing unified, real-time visibility into service health across both on-premises and cloud infrastructures.
It integrates seamlessly with the ServiceNow platform, enabling organizations to overcome the fragmentation caused by disparate monitoring tools and dashboards.
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## Key Features

* **Unified Monitoring Across Environments:** ACC-M deploys lightweight agents on servers, virtual machines, and cloud resources to collect health metrics such as CPU, memory utilization, network performance, and cloud service availability. This consolidated data improves issue detection and prioritization.
* **Converged Health Dashboard:** Within ServiceNow, ACC-M provides a real-time, unified dashboard displaying the health of on-premises and cloud services together, correlating service dependencies and enabling proactive maintenance.
* **Hybrid Alerting and Automation:** Automated alerts enriched with context pinpoint whether issues originate from on-premises or cloud components, triggering workflows for remediation and reducing manual effort.
* **Service Health Visualization:** Integration with the ServiceNow Service Map offers continuous visualization of service dependencies and health status across the hybrid infrastructure, helping prevent outages by identifying risks early.

## Key Outcomes

* Enhanced operational efficiency by eliminating multiple monitoring tools and consolidating visibility within ServiceNow.
* Reduced mean-time-to-resolution (MTTR) through quick identification and prioritization of issues.
* Improved proactive monitoring and maintenance capacity, minimizing service disruptions.
* Strengthened business continuity with comprehensive health insights ensuring critical services remain available.  
The Agent Client Collector Monitoring (ACC-M) use case demonstrates how organizations can achieve unified monitoring across hybrid IT environments.

## Use case overview {#acc-monitoring-use-case__section_m35_y5p_ycc}

Many enterprises today operate in a hybrid IT environment, where some resources are hosted on-premises, while others reside in the cloud. This complexity often leads to fragmented monitoring, making it difficult to obtain a unified
view of IT service health. Agent Client Collector Monitoring (ACC-M) bridges this gap by providing a comprehensive and converged picture of the organization's services, regardless of where they're hosted. ACC-M is a lightweight monitoring
solution that integrates seamlessly into its existing ServiceNow platform.

## Challenge {#acc-monitoring-use-case__section_qg5_1vp_ycc}

An IT operations team struggled to cohesively monitor service health, due to the disparate nature of its infrastructure. On-premises resources, such as databases and ERP systems, were monitored using traditional methods, while cloud services had separate monitoring tools. This fragmentation resulted in:

* A lack of real-time visibility into overall service health.
* Delayed issue identification and troubleshooting.
* Multiple monitoring dashboards, increasing complexity for the IT team.
* Difficulty in correlating on-premises and cloud alerts, leading to inefficiencies.
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## Solution {#acc-monitoring-use-case__section_ut3_5vp_ycc}

ACC-M enables real-time, unified visibility across a hybrid IT environment. It improves operational efficiency, reduces downtime, and creates a more resilient IT infrastructure capable of supporting both on-premises and cloud-based
services.

ACC-M streamlines the monitoring of on-premises and cloud resources into a single, unified display by offering the following solutions:  
{#acc-monitoring-use-case__table_n2d_wwq_ycc__entry__3}

| Solution | Description | Outcome |
|-|-|-|
| Unified monitoring across environments | ACC-M collects health metrics, performance data, and alert statuses from both on-premises and cloud infrastructure components. ACC-M uses lightweight agents installed on servers, VMs, and cloud resources to gather relevant data, providing: * CPU and memory utilization for on-premises servers. * Network performance metrics. * Availability and performance metrics for cloud services, such as databases and storage. {#acc-monitoring-use-case__ul_jp5_hxq_ycc} | Improved response: With a unified view of all resources, the IT operations team can quickly identify where issues are occurring and prioritize them based on overall service impact. This reduces mean-time-to-resolution (MTTR). |
| Converged health view | ACC-M provides the company's IT team with a converged health dashboard within the ServiceNow platform, providing: * A unified view of both on-premises and cloud resources. * Real-time updates on service health, ensuring that hybrid services are monitored together and not in isolation. * Integrated insights into service dependencies, correlating incidents that impact both on-premises and cloud systems. {#acc-monitoring-use-case__ul_txb_z1w_ycc} | Proactive monitoring and maintenance: ACC-M's real-time health metrics enable proactive monitoring of services, avoiding outages by identifying and resolving issues before they escalate. |
| Hybrid Alerting and Automation | ACC-M enables setting up automated alerts for both on-premises and cloud environments, streamlining their incident response processes. When a service in the hybrid environment experiences an issue, ACC-M does the following: * Automatically generates alerts with enriched context, identifying whether the issue originated from the on-premises infrastructure or cloud services. * Triggers automated workflows for remediation based on the alert type, reducing manual intervention. {#acc-monitoring-use-case__ul_mpq_2bw_ycc} | Operational efficiency: The convergence of on-premises and cloud monitoring into a single platform eliminates the need for multiple monitoring tools. This reduces complexity and frees IT resources to focus on more strategic tasks. |
| Service Health Visualization | Using the ServiceNow Service Map enables visualizing how services are performing across the entire hybrid infrastructure. ACC-M feeds this with continuous, real-time data, helping the IT team do the following: * Track dependencies between on-premises and cloud services. * Identify potential points of failure before they impact the business. * See at a glance which services are healthy, degraded, or at risk, wherever they're hosted. {#acc-monitoring-use-case__ul_agj_jbw_ycc} | Enhanced Business Continuity: With a full view of the hybrid infrastructure health, IT can ensure that critical business services are up and running, improving overall business continuity. |
[Table 1. Solutions implemented by ACC-M]

{#acc-monitoring-use-case__table_n2d_wwq_ycc}