Application services for Event Management operators
Summarize
Summary of Application services for Event Management operators
As an Event Management operator in ServiceNow, it is essential to understand application services, which are collections of components like network devices, computers, and applications that deliver a service to your organization (e.g., email systems or order tracking websites). These components are known as configuration items (CIs), and their relationships form a service map that visually represents the application service within the Service Operations Workspace dashboard.
Show less
Key Features
- Application service composition: Comprised of multiple CIs such as servers, databases, and storage devices that support the service.
- Service maps: Provide visual representation of the CIs and their dependencies, helping operators understand the structure of application services.
- Types of application services:
- Technical services: Dynamic groupings of CIs sharing common criteria (e.g., all web servers in a region).
- Application services: Can be discovered automatically via Service Mapping or manually configured by administrators.
- Alert groups: Alerts can be organized manually or automatically into groups for better management.
- Alert impact and severity: Issues affecting one CI can impact the entire application service. Operators analyze these alerts and their cascading effects through impact trees, which illustrate how alerts on individual CIs influence the overall service.
Practical Use for ServiceNow Customers
Understanding application services enables Event Management operators to:
- Identify and monitor the components that make up critical services in their organization.
- Use service maps to quickly assess the health and dependencies of application services.
- Analyze alerts within the context of the entire application service, prioritizing remediation efforts based on impact severity.
- Leverage impact trees in the Service Operations Workspace to visualize how individual CI issues escalate to broader service alerts.
Administrators configure these services and impact rules, setting the foundation for operators to effectively manage and resolve issues that affect organizational services.
Next Steps
To build on this knowledge, proceed to the next lesson on the Event Management operator environment, which will further detail the operator workspace and daily operational activities.
As an Event Management operator, you need to understand what application services are.
This is the second lesson in the Event Management tutorial.
| Lesson 1 |
|
|
| Lesson 2 |  |
An overview of application services |
| Lesson 3 |  |
|
| Lesson 4 | |
An application service is a collection of components, such as network devices, computers, and applications that offer a service to your organization. The services can be something like an email system or a website that tracks orders or requests in a database. Your administrator should have already specified the application services in your ServiceNow instance.
- PS Apache03: An Apache web server that hosts a company website.
- PS LinuxApp01 and PS LinuxApp02: Two Linux servers that share the workload from the web server.
- PS ORA01: A database server that both Linux servers need to access.
- Storage Area Network 001: A mass storage device on which the other CIs depend.
You can see service maps like this on the Service Operations Workspace dashboard. Later in this tutorial, you will learn about the dashboard and what an application service looks like when an alert is associated with a CI.
Types of application services
- Technical services
- A technical service is a dynamic grouping of CIs based on some common criteria. For example, a technical service could be comprised of all web servers or all Oracle databases for a specific location, like North America.
- Application services
- An application service can consist of discovered services, manual services, or both. A discovered service is an application service that the Service Mapping application finds (if your organization uses Service Mapping). A manual service is an application service that your administrator configures by selecting and adding each CI and specifying the relationships between CIs.
- Alert groups
- Alerts that are grouped together, either manually or automatically.
Alert impact
Application services are critical to the operations of your organization. If an issue occurs on one CI, the entire application service can be affected. Part of your role as an operator is to analyze alerts on CIs and see how they impact the application service as a whole, and then take an action to help remediate or solve the underlying issue. Your administrator can configure impact rules that go into calculations for the severity of an alert.
Later, when you learn how to use the Service Operations Workspace dashboard, you will learn how to view an impact tree for an application service so you can understand the relationship between the severity of an alert and the overall application service.
Continue the tutorial
Proceed to the next lesson: Event Management operator environment.