Service health status for install base

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Service health status for install base

    This feature integrates Customer Service Management (CSM) with Event Management in IT Operations Management to provide real-time visibility into the health status of a customer's install base. It helps customer service agents correlate operational issues affecting customer assets with alert severity, enabling more informed and proactive responses.

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    Key Features

    • Real-time service health tracking: Automatically calculates and displays the health status of install base items based on alerts generated in Event Management.
    • Severity-based status mapping: Alert severity levels such as Critical, Major, Minor, Warning, Info, and Clear are mapped to corresponding health status indicators visible in Customer Service Management on Account and Case forms.
    • Data integration: Service health status is calculated using mapped fields between Event Management (emimpactstatus table) and CSM (sninstallbaseitem table), specifically requiring Configuration Item (CI) and Service Context associations for accurate impact assessment.
    • Role-specific capabilities: System administrators configure form views to include relevant fields like Service Context and Health Status, while customer service agents can view these statuses directly on customer records and cases.

    What This Enables You to Do

    By leveraging this integration, ServiceNow customers can:

    • Monitor the operational health of customer assets within CSM, improving issue resolution accuracy and speed.
    • Provide customers with informed updates by understanding the impact severity on their install base items.
    • Enhance proactive support by identifying critical or degraded functionality before customers escalate issues.

    Activation and Configuration

    • The feature requires the Proactive Customer Service Operations with Event Management plugin (com.snc.proactivecsitom).
    • Administrators must configure form views to add Service Context, Health Status, and Health Status Last Updated fields to the Account and Case forms.
    • Customer service agents can then view and use the service health status information within their standard workflows.

    View the real-time health status of a customer's install base. Correlate customer issues with the operational health of their install base to provide more informed responses to your customers.

    Service health tracking overview

    The integration between Customer Service Management and the Event Management console in IT Operations Management enables you to track the service health status of a customer's install base.

    When an issue affects one or more install base items and an alert is created, the severity of the alert is calculated in Event Management. It is calculated according to alert impact calculation rules. Based on the severity of the alert, the service health status of each install base item is calculated. Customer service agents can view the service health status of install base items in an account or a case in Customer Service Management.

    ​For more information about how the severity of an alert is calculated, see Alert impact calculation.

    To provide the service health status for an install base item in Customer Service Management, the following fields are mapped.
    Table 1. Event management fields for calculating alerts
    Event Management (em_impact_status table) Customer Service Management (sn_install_base_item table)
    Business Service Service Context
    Element Identifier Configuration Item
    Severity Health Status
    Note:
    The service health status is displayed only if the install base item has both a Configuration Item (CI) and a service context associated with it. Service context is the application service associated with the underlying CI for impact calculation in Event Management​. For more information about application services, see Lesson 2 of the Event Management operator guide.

    The service health status is displayed in Customer Service Management as follows.

    Table 2. Health status alerts
    Severity of alert (Event Management) Service health status on Account and Case forms (Customer Service Management)
    Critical Critical: Resource is either not functional or critical problems are imminent.
    Major Major: Major functionality is severely impaired or performance has degraded.
    Minor Minor: Partial, non-critical loss of functionality or performance degradation occurred.
    Warning Warning: Attention is required, even though the resource is still functional.
    Info Normal: No severity. An alert is created. The resource is still functional.
    Clear Normal
    Empty/Null Not Available

    For more information about alert severity, see Lesson 1 of the Event Management operator guide.

    Roles

    As a system administrator, configure form views to add the Service Context, Health Status, and Health Status Last Updated fields to the relevant forms.

    As a customer service agent, view the service health status of install base items on the Account or Case form.

    Activation information

    This feature requires the Proactive Customer Service Operations with Event Management plugin (com.snc.proactive_cs_itom).