ITOM AIOps

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of ITOM AIOps

    The ServiceNow® ITOM AIOps suite, available in the Zurich release, integrates Event Management and Metric Intelligence applications to help your organization monitor and maintain the health of IT services. It leverages machine learning and real-time analytics to proactively identify and address potential service disruptions, enhancing service reliability and operational efficiency.

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    Key Features

    • Event Management: Aggregates alerts from third-party monitoring tools and uses Discovery data to map alerts to configuration items (CIs). Provides dashboards that offer a consolidated view of service-impacting events for effective incident tracking and resolution.
    • Agent Client Collector: Monitors service availability and infrastructure health, enabling proactive analysis to detect potential issues before they cause outages.
    • Metric Intelligence: Utilizes advanced machine learning to automatically establish dynamic thresholds and detect anomalies in IT infrastructure metrics, helping to predict service outages.
    • Health Log Analytics: Ingests and correlates machine-generated log data in real time via the MID Server to identify deviations from normal behavior and alert on possible business-impacting issues. It feeds events into Event Management for comprehensive incident handling.
    • Service Observability: Combines telemetry from external Application Performance Monitoring (APM) tools with Configuration Management Database (CMDB) data, presenting both in the Service Operations Workspace to streamline incident triage and management in complex environments.
    • Synthetic Monitoring: Simulates user transactions on API endpoints to proactively identify performance bottlenecks, ensuring service uptime and optimizing user experience.
    • Service Operations Workspace for ITOM: Provides a centralized, configurable workspace to manage alert lifecycles, perform resolution actions, and identify root causes all within a unified interface.
    • MID Web Server Extension: Enables external clients to push metric data and events to the MID Server, which is essential for ITOM Health features including Event Management, Agent Client Collector, and Health Log Analytics.

    Licensing and Implementation

    ITOM AIOps and Health Log Analytics require separate licenses, with billing managed through the ServiceNow AI Platform® based on application usage. Specific pricing and packaging details depend on your organization's customer contract.

    To streamline deployment, ServiceNow provides an IT Operations Management Guided Setup that offers a task sequence to configure ITOM applications within your ServiceNow instance effectively. Access this setup via Guided Setup > ITOM Guided Setup.

    Practical Benefits for ServiceNow Customers

    • Gain a unified view of IT infrastructure health and service-impacting events to improve incident detection and resolution times.
    • Leverage machine learning-powered anomaly detection to proactively prevent outages and reduce downtime.
    • Utilize integrated log analytics and observability to accelerate root cause analysis in complex environments.
    • Enhance operational efficiency with centralized alert and incident management through the Service Operations Workspace.
    • Ensure continuous monitoring and performance optimization with synthetic monitoring capabilities.
    • Simplify implementation and configuration with guided setup and necessary MID Server extensions.

    The ServiceNow® ITOM AIOps product includes the ServiceNow® Event Management and ServiceNow® Metric Intelligence applications, which help you track and maintain the health of services in your organization.

    Features of ITOM AIOps

    Event Management

    Event Management gathers alerts from infrastructure events captured by third-party monitoring tools. Event Management uses IT-related information gathered by Discovery to map alerts to configuration items. Based on the collected information, Event Management then provides dashboards showing a consolidated view of all service-impact events.

    Agent Client Collector
    Use the ServiceNow® Agent Client Collector application to monitor your service availability, examine the health and performance of your environment, and ensure that your infrastructure and its applications are running properly. You can also proactively analyze your IT infrastructure to spot issues and prevent service outages, using Metric Intelligence. Using advanced machine learning to analyze information about your IT infrastructure, the Metric Intelligence application automatically determines dynamic thresholds and identifies anomalies that may indicate potential service outages.
    Health Log Analytics
    The ServiceNow® Health Log Analytics application predicts IT issues before they impact users. The application helps you solve problems faster by ingesting, understanding, and correlating machine-generated log data in real time. It notices any deviation from normal behavior when it happens and alerts you of possible business-impacting issues. Health Log Analytics receives and processes logs via the MID Server and sends events to the ServiceNow® Event Management application.
    Service Observability
    The ServiceNow® Service Observability application helps operations teams triage and manage incidents in a complex and distributed production system. It combines external application performance monitoring (APM) systems' telemetry with related data from the Configuration Management Database (CMDB) and displays both in a single workflow in the Service Operations Workspace.
    Synthetic monitoring
    he ServiceNow® Synthetic monitoring application 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, helps ensure up-time, and optimizes user experiences.
    Service Operations Workspace for ITOM

    Service Operations Workspace for ITOM is a configurable workspace that provides a unified experience for multiple IT Operations Management workflows. Service Operations Workspace for ITOM enables you to manage the life cycle of alerts, including running actions to resolve alerts and identifying the underlying issue of an alert.

    ITOM AIOps licensing

    The ServiceNow AI Platform® uses a licensing method where your organization is billed for using ITOM AIOps applications. ITOM AIOps and Health Log Analytics are available as separate licenses. The ServiceNow Product Documentation doesn't provide information on prices, packaging, or other details determined by your organization customer contract. For general information about licensing and subscriptions, see ITOM/OT SU Licensing and subscriptions.

    Using guided setup to implement IT Operations Management applications

    IT Operations Management Guided Setup provides a sequence of tasks that help you configure IT Operations Management applications on your ServiceNow instance. To open IT Operations Management guided setup, navigate to Guided Setup > ITOM Guided Setup. For more information about using the guided setup interface, see Using guided setup .

    Configure the MID Web Server extension

    The MID Web Server is an extension that enables external clients to push metric data and events to the MID Server. Configure the MID Web Server extension to enable ITOM Health features (Event Management, Agent Client Collector, and Health Log Analytics).