--- sourceDocument: Brazil IT Operations Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Operations Management ft:clusterId : - itom bundleId : - itom workflow : - Technology --- # Explore # Exploring ITOM AIOps {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Exploring ITOM AIOps ServiceNow ITOM AIOps empowers IT operations, site reliability engineers, and DevOps teams to proactively monitor and optimize IT infrastructure and services using AI-driven monitoring, analytics, and automation. It helps prevent outages, reduces mean time to resolution, and improves infrastructure performance through advanced machine learning and automation capabilities. Show full answer Show less ## Key Features * **Service Operations Workspace:** A unified interface consolidating alerts, incidents, and operational data from multiple ITOM AIOps applications. It provides correlated events, suggested remediation, and comprehensive situational awareness to streamline incident management and response coordination. * **Agent Client Collector:** Monitors real-time service availability and infrastructure performance, detecting anomalies before outages occur by establishing dynamic thresholds. * **Synthetic Monitoring:** Simulates user transactions to detect performance bottlenecks early, ensuring optimal user experience. * **Health Log Analytics:** Uses machine learning to analyze log data in real time, identifying patterns and anomalies that signal emerging issues. * **Event Management:** Central hub that correlates alerts from monitoring tools, reduces noise, maps alerts to CMDB configuration items, and prioritizes incidents based on business impact. * **Express List:** Provides operators a focused view to monitor, resolve, and track alerts and incidents efficiently. * **Service Observability:** Combines external telemetry with CMDB data to reveal hidden dependencies affecting services. * **Service Reliability Management:** Supports structured incident response workflows with automation and collaboration tools. * **SLO Management:** Defines and monitors service level objectives and indicators, alerting teams proactively when thresholds are at risk. ## User Roles * **Admin:** Configures Event Management properties and rules. * **Operator:** Manages alerts including acknowledgement and closure. * **User:** Handles basic alert lifecycle tasks such as viewing and acknowledging alerts. ## Benefits * **Predictive Issue Detection:** Early identification of potential problems using log analytics and synthetic monitoring. * **Automated Alert Response:** Streamlines alert handling through automation within the Service Operations Workspace. * **Performance Optimization:** Continuous monitoring and anomaly detection optimize infrastructure health. * **Service Health and Investigation:** Comprehensive observability aids in root cause analysis and service impact understanding. * **Service Level Management:** Automated tracking and alerting on service level objectives ensure quality service delivery. ## Complementary ServiceNow Products * **Discovery:** Automatically populates the CMDB with IT assets and configurations, forming a foundation for effective AIOps. * **Service Mapping:** Enhances visibility by linking infrastructure and application services in the CMDB. * **Service Portfolio Management, Software Asset Management, Hardware Asset Management:** Provide asset lifecycle data critical for Technology Lifecycle Management. * **Incident Management:** Leverages Event Management data to create and resolve incidents faster. * **Customer Service Management:** Uses service impact data from ITOM AIOps to improve customer support responsiveness. ## Implementation Considerations Before deploying ITOM AIOps, ensure your CMDB is accurately populated---Discovery is recommended to update infrastructure data. Configure the MID Web Server extension to enable data ingestion for Event Management, Agent Client Collector, and Health Log Analytics. Utilize ServiceNow Otto for Setup to streamline Event Management configuration and simplify initial deployment tasks. Overview of ITOM AIOps applications and capabilities that enable proactive IT operations management through AI-powered monitoring, analytics, and automation. ## ITOM AIOps overview {#exploring-itom-aiops__cf-exploring-parent-overview} ITOM AIOps enables IT operations teams, site reliability engineers, and DevOps professionals to proactively monitor, analyze, and optimize the health and performance of their IT infrastructure and services. ServiceNow® ITOM AIOps provides AIOps capabilities that transform how organizations manage IT operations. By combining advanced analytics, machine learning, and automation, ITOM AIOps helps teams avoid service outages, reduce mean time to resolution, and optimize infrastructure performance. ## Service Operations Workspace {#exploring-itom-aiops__section_qqd_ndt_y3c} Network Operations Center (NOC) operators and IT operations teams use Service Operations Workspace as their primary interface for managing IT operations powered by ITOM AIOps. The workspace consolidates alerts, incidents, and operational data from multiple AIOps applications into unified dashboards and workflows. Operators use the workspace to monitor service health across the entire IT infrastructure, investigate alerts with full context from multiple data sources, and coordinate response activities. The workspace presents correlated events, suggested remediation actions, and service impact information in a single interface. This enables operators to quickly understand and respond to issues. The workspace integrates data from all AIOps products to provide operators with comprehensive situational awareness and streamlined incident management capabilities. ## ITOM AIOps workflow {#exploring-itom-aiops__section_ypn_4dt_y3c} Each AIOPs application focuses on specific aspects of IT operations while contributing to a unified AIOps platform. Agent Client Collector : Monitors service availability and infrastructure performance in real-time. Combined with Metric Intelligence, it establishes dynamic thresholds and detects anomalies that may indicate potential service outages before they occur. Synthetic monitoring : Monitors critical services by simulating user transactions on API endpoints, identifying performance bottlenecks and helping maintain optimal user experiences. It provides early warning of service degradation before real users are affected. Health Log Analytics : Collects log data in real time and uses machine learning to identify patterns and detect anomalies. It typically ingests logs through the MID Server, identifies normal operating patterns, and using Event Management, raises actionable alerts when it detects significant deviations that might indicate emerging issues. Event Management : Serves as the central nervous system for your IT operations. It receives alerts from monitoring tools and correlates related events to reduce noise. The system maps alerts to configuration items in the Configuration Management Database (CMDB) and calculates business impact using service dependencies from Service Mapping. This correlation transforms hundreds of individual alerts into prioritized, context-rich incidents that focus teams on the most critical issues. Express List : Provides the Service Operations Workspace view into Event Management, enabling operators to efficiently monitor systems and services, resolve alerts, evaluate the alert impact, track issues, and report incidents. Service Observability : Combines external observability telemetry with Configuration Management Database (CMDB) data, to reveal dependencies that may not be obvious from individual alerts. Charts provide critical insights by showing how infrastructure components may be affecting a single service. Service Reliability Management : Enables teams to respond to incidents with structured workflows, automated escalation, and collaborative tools that streamline incident response. SLO Management : Helps organizations define, monitor, and report on service level objectives and service level indicators. It provides automated SLO tracking and alerting when services approach or breach defined thresholds, enabling proactive service quality management. ## ITOM AIOps users {#exploring-itom-aiops__cf-exploring-parent-users} {#exploring-itom-aiops__table_u1t_gb1_wdb__entry__2} | Role | Description | |-|-| | Admin \[evt_mgmt_admin\] | Configures and sets up Event Management properties and rules. | | Operator \[evt_mgmt_operator\] | Manages alerts, including closing and acknowledging them. | | User \[evt_mgmt_user\] | Manages the lifecycle of alerts, including performing basic operations such as viewing and acknowledging them. | [ ] {#exploring-itom-aiops__table_u1t_gb1_wdb} ## ITOM AIOps benefits {#exploring-itom-aiops__cf-exploring-parent-benefits} {#exploring-itom-aiops__table_qx2_hdt_y3c__entry__3} | Benefit | Feature | Users | |-|-|-| | Predictive issue detection | * [Health Log Analytics](https://www.servicenow.com/docs/w3zQqpMtWYO3LSnQIgeR0A "The ServiceNow Health Log Analytics application helps prevent IT issues before your users are affected. It helps you identify the root cause of an issue by enabling you to triage related logs and analyze the raw data.") * [Synthetic monitoring](https://www.servicenow.com/docs/BfVu9SbBZc5y4qYAZ53ovA "The ServiceNowsynthetic 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.") {#exploring-itom-aiops__ul_ddx_v3l_mjc} | Admin, operator | | Automated alert response | [Alert automation in Service Operations Workspace for ITOM](https://www.servicenow.com/docs/Q6UexC2xawi9XYPPwXUCYA "Alert automation is crucial as organizations deal with increasing number of alerts and complex IT infrastructures. Manual alert handling is slow, error-prone and inefficient, underscoring the need for automated systems. Automation can improve the mean time to resolve alerts, improve service reliability and better scale staff resources.") | Admin | | Performance optimization | [Exploring Agent Client Collector](https://www.servicenow.com/docs/LxwV1cJS2pMiCm28o2pzRg "The Agent Client Collector Framework (ACC-F) is a powerful solution for monitoring the performance and health of infrastructure components by using agents installed on servers and devices. It collects and sends critical system data to ServiceNow for analysis, enabling proactive management and troubleshooting of Configuration Items (CIs).") | Admin, operator | | Service health and investigation | [Exploring Service Observability](https://www.servicenow.com/docs/~R0fAVJzF5xuwgqB8w_E0Q "Service Observability helps operations teams triage and manage incidents in a complex and distributed production system. It combines external observability monitoring systems' telemetry with related data from the Configuration Management Database (CMDB) and displays both in a single workflow in the Service Operations Workspace (SOW).") | Admin, operator | | Service level management | * [Exploring Service Reliability Management](https://www.servicenow.com/docs/tJDX~LLmXJXKaDxtUBYIWA "Service Reliability Management (SRM) provides a self-serve, guided experience for teams to manage service health. The experience is built using the Service Operations Workspace application and combines ITOM and ITSM capabilities into a single workflow.") * [Exploring SLO Management](https://www.servicenow.com/docs/iFYUM8h1KPLgE_M7K~uQKA "Service Level Objective Management (SLO Management) helps IT services meet customer expectations.") {#exploring-itom-aiops__ul_wwc_skl_mjc} | Admin, operator | [ ] {#exploring-itom-aiops__table_qx2_hdt_y3c} ## Products that add value to ITOM AIOps {#exploring-itom-aiops__section_spg_clk_smb} In the context of ITOM AIOps, which focuses on maintaining the health and performance of IT systems and infrastructure, there are several ServiceNow products that can add significant value: Discovery : Discovery automatically identify and collect information about IT assets, configurations, and relationships, providing organizations with a comprehensive inventory to effectively manage and monitor their IT infrastructure. Service Mapping : Service Mapping provides information about application instance services within the \[cmdb_ci_service_discovered\] table. This data helps establish connections between infrastructure and application configuration items (CIs) stored in the \[cmdb_ci_appl\] table, enhancing visibility into IT environments and facilitating efficient management and monitoring processes. Service Portfolio Management : Service Portfolio Management (SPM) offers the associated product model, while Software Asset Management (SAM) and Hardware Asset Management (HAM) provide lifecycle data for Technology Lifecycle Management (TLM). Together, they enable comprehensive management of IT assets, ensuring effective utilization, compliance, and optimization throughout their life cycles. ## Products that benefit from ITOM AIOps {#exploring-itom-aiops__section_gtm_4fb_vvb} Incident Management : Incident Management tools use downstream information from Event Management to create incidents swiftly, ensuring timely resolution of issues. Customer Service Management (CSM) : Customer Service Management (CSM) systems benefit from ITOM AIOps by utilizing application service impact data to identify affected users promptly, enhancing customer support efficiency and satisfaction. ## What to know before you begin {#exploring-itom-aiops__section_what_to_know} Before implementing ITOM AIOps, verify that your instance has the necessary prerequisites and that you understand the configuration requirements for each application. A well-populated Configuration Management Database (CMDB) is crucial to get the most out of AIOps. ITOM AIOps relies on accurate configuration item data to map events to infrastructure components, calculate service impact, and provide context for alert correlation. Use Discovery to populate your CMDB with current infrastructure data before activating AIOps applications. Configure the MID Web Server extension to enable ITOM AIOps features. The MID Web Server is an extension that enables external clients to push metric data and events to the MID Server. This extension is required for Event Management, and many instances of Agent Client Collector, and Health Log Analytics. ServiceNow Otto for Setup provides a sequence of tasks that help you configure Event Management on your ServiceNow instance. For more information about using the ServiceNow Otto for Setup, see [Configure Event Management using ServiceNow Otto for Setup](https://www.servicenow.com/docs/zvSDPiwAt8vDFK2cv4ny8Q "The ITOM Configuration console gives administrators a single place to complete all Event Management setup steps — from installing plugins to configuring alert automations.").{#exploring-itom-aiops__ph_guided-setup-help}