ITOM AIOps release notes
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Summary of ITOM Health Release Notes Washington DC
The Washington DC release of ServiceNow® ITOM Health, which includes Event Management, Agent Client Collector, and Health Log Analytics, enhances the ability to track and maintain service health in organizations. Key improvements focus on alert management, resource discovery, and analytics capabilities, enabling customers to effectively respond to service issues and optimize their IT operations.
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Key Features
- Event Management Enhancements:
- Utilize generative AI for alert simplifications, improving investigation and triaging for faster resolution.
- Predefined alert clustering tags streamline the alert triage process.
- Customizable Express List views allow focus on specific services or alerts for users and user groups.
- Improved root cause analysis through data on repeated alerts and incidents.
- Flexible ownership and execution rules for connectors enhance team collaboration.
- Test event rules without altering the production environment.
- Agent Client Collector Highlights:
- Directly provide instance data to agents using configuration data files.
- Continuously discover and update resources in Kubernetes clusters in real-time.
- Health Log Analytics Improvements:
- Scalable log processing and improved stability using new ServiceNow infrastructure.
- Dynamic scaling of the AI engine based on log ingestion needs.
Key Outcomes
With the Washington DC release, customers can expect:
- Reduced resolution times and improved service reliability through enhanced alert management capabilities.
- Streamlined operations with continuous resource discovery and real-time updates to the CMDB.
- Greater scalability and stability in log analytics, supporting proactive issue detection.
- Improved visibility into ITOM licensing to manage subscriptions effectively.
For full functionality, activation of the Event Management plugin and ITOM Health package is required.
The ServiceNow® ITOM AIOps product includes the Event Management, Agent Client Collector, and Health Log Analytics applications. With ITOM AIOps, you can track and maintain the health of the services in your organization. ITOM AIOps was enhanced and updated in the Washington DC release.
ITOM AIOps highlights for the Washington DC release
Event Management highlights:
- Investigate alerts more effectively in Service Operations Workspace and Express List with alert simplifications created by Now Assist using generative AI. Utilize brief alert descriptions and actionable alert data to enable quick alert triaging and effective analysis, which can lead to reduced resolution time.
- Get started faster with alert clustering in Event Management by using predefined tags mapped from alerts and based on information contained in tag sources.
- Configure an Express List view and assign it to users and user groups to ensure that they focus on specific services, priorities, or alerts.
- Streamline the triage process and perform more effective root cause analysis by viewing data on repeated alerts, similar alerts, and incidents over the last 30 days in the Express List Alert Preview pane. These alert trends enable you to gain a deeper understanding of alert patterns and distinguish between noise and emerging issues.
- Ensure that the connector's ownership and execution of rules is on a team level. This way, you can maintain consistency and hierarchy while offering flexibility and customization options for your teams.
- Shorten your testing cycle by creating a stream of events from your production environment to your non-production environment where you can enable direct testing and evaluation of event rules, event field mappings, alert management rules, and alert correlation, without having to change your production environment.
Agent Client Collector highlights:
- Use your configuration data files to provide the instance data directly to an agent.
- Continuously discover the resources in the Kubernetes clusters and ensure that changes in the resources are updated in the Configuration Management Database (CMDB).
Health Log Analytics highlights:
- Request Health Log Analytics scaling through the Now Support catalog.
- Stream logs in a scalable, more stable way with Health Log Analytics by using the new ServiceNow infrastructure.
Important:
ITOM AIOps is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Washington DC release
- Address alerts more effectively with alert simplifications created by Now Assist using generative AI
- Use alert simplifications in Service Operations Workspace and Express List to help triage and investigate alerts more effectively, which can lead to reduced resolution time.
- Save time by using preconfigured alert clustering tags and definitions
- Get started faster with alert clustering in Event Management by using predefined tags mapped from alerts and based on the information contained in tag sources. You can attach one or more tags to an alert clustering definition. Either create your own definition or select a predefined definition provided with the application.
- Create a predefined Express List view for users and user groups
- Configure an Express List view for users to make sure that they focus on specific services, priorities, or alerts. You can set the filters, column order, and filter attributes for this view in Event Management and assign it to individual users or user groups.
- Enhanced system properties
- Monitor the behavior of the Agent Client Collector with enhanced Policy Calculation and Framework Configuration system properties, including enhancements to agent Discovery, automatic MID Server selection, and error message logging.
- Configuration data files added to checks
- Provide enhanced data collection in the Agent Client Collector by communicating the instance data with the agent. The configuration data files are also sent to the agent’s associated MID Server.
- Continuously discovering resources in your Kubernetes clusters
- Continuously discover the resources in the Kubernetes clusters deployed in on-premises and cloud environments in near real-time without the need to enter any credentials in your ServiceNow instance. You can ensure that the changes in the resources are promptly reported to the instance and updated in the Configuration Management Database (CMDB).
- Scaling Health Log Analytics to support increased log ingestion
- Stream log data in a scalable, more stable way by using the advanced ServiceNow infrastructure. The Health Log Analytics AI engine has been enhanced to scale dynamically in response to increased log ingestion by your organization.
Changed in this release
- Retrieve metrics for cloud resources
- Use Azure policies to retrieve high-performance metrics for virtual resources in the cloud.
- Automatic MID Server selection
- Receive additional MID Server information to be used as alternative points of communication during automatic MID Server selection.
- Automatic MID Server selection is off by default.
- ITOM Licensing
- ITOM SU Licensing has been rebranded as ITOM/OT SU Licensing. ITOM/OT SU Licensing calculates and displays the usage of ITOM subscriptions based on subscription units. It enables you to access a comprehensive overview of the total number of licenses allocated to applications and configuration items (CIs), while offering an advanced feature set that provides visibility into the specific CIs covered by your licenses. You can view the subscription breakdown for ITOM AIOps, ITOM Visibility, ITOM Optimization, and ITOM Cloud Accelerate. For more details, see View which CIs have an ITOM license.
Activation information
ITOM AIOps is available with activation of the Event Management plugin (com.glideapp.itom.snac). You must purchase a more comprehensive ITOM AIOps package, ITOM Predictive AIOps, to enable working with Health Log Analytics. For details, see Event Management setup.