Express List in the Service Operations Workspace for ITOM

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Express List in the Service Operations Workspace for ITOM

    The Express List feature in ServiceNow Event Management within the Service Operations Workspace helps IT operations teams efficiently monitor datacenter health by providing a sortable alert list. It enables quick identification and resolution of system and service alerts, impact evaluation, issue tracking, and incident reporting without navigating through multiple forms.

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    Key Features

    • Express List Pane: Displays alerts in a sortable list format, reducing clicks and enhancing alert management efficiency.
    • Preview Panel: Selecting an alert checkbox opens a panel showing detailed alert information such as alert number, status, duration, configuration items, metrics, assignment details, last update, and impacted services to assist in prioritization and root cause analysis.
    • Customization: Users can modify the Express List display by filtering alerts, selecting additional fields, and adjusting the time range of displayed alerts.
    • Time Range Settings: Default display is the last 24 hours, but can be adjusted to predefined ranges (e.g., last hour, last week, all time) or a custom range. Administrators can configure default time ranges via system properties and the Default Time Range field in predefined views.
    • Alerts in Group Tab: Displays grouped alert information with tiles summarizing key alert details for easier group-level monitoring.

    Practical Benefits for ServiceNow Customers

    • Improved Monitoring: Quickly detect and assess system or application service discrepancies to maintain infrastructure performance.
    • Faster Alert Resolution: Access comprehensive alert details in one place, enabling more efficient troubleshooting and incident management.
    • Effective Issue Tracking: Document and track defects and resolutions systematically to support operational continuity.
    • Streamlined Incident Reporting: Escalate complex issues to appropriate teams or vendors with clear context and impact information.

    Important Considerations

    • Alerts cannot be exported directly from the Express List; exporting requires opening the list view in the Service Operations Workspace.
    • Administrators should configure default time ranges and system properties to tailor alert visibility to organizational needs.

    The ServiceNow Event Management Express List feature helps you identify health issues across the datacenter on the Service Operations Workspace. It provides a list of quick information on alerts so you can more efficiently monitor systems and services,​ resolve alerts, evaluate the alert impact,​ track issues, and report incidents.

    The Express List pane sortable alert list reduces the number of clicks necessary to access alert information. Selecting the check box of an alert opens a preview panel where you can view data that helps for prioritization, impact realization, and root cause analysis. You can easily modify the Express List pane to narrow down the display by using a provided fields list, displaying additional alert information, and filtering out or showing matching alerts. You can also modify the displayed time range.

    Note:

    Exporting alerts is not supported from the Express List. To export alerts, open the list view in Service Operations Workspace.

    The following image shows a sample Express List pane.Express List display

    Express List benefits

    The Express List pane enables operators to more efficiently perform the following actions:
    • Monitoring systems or application services. Monitoring the performance and capability of computer systems to see any discrepancies​.
    • Resolving alerts. Working on discrepancies to troubleshoot issues and promote the efficient functioning of IT infrastructure.​
    • Tracking issues. Tracking and documenting defects and resolutions in detail and reporting incidents.
    • Reporting incidents. Escalating complex issues to management, other IT resources, third parties or vendors​.

    Alert information displayed in the Express List preview panel

    The Express List preview panel displays additional alert information on the Express List pane. This information enables you to conduct an assessment that helps in resolving incidents without having to open multiple alert forms.

    The Info tab on the preview panel displays the following information for a selected alert:You can view additional alert information by selecting any of the linked items.

    The Alerts in group tab on the preview panel displays alert information for a selected alert group. Information for each alert is displayed in a tile with additional options for each alert in the group.

    Each tile displays the following alert information:
    • Alert number (link)
    • Status
    • Severity
    • Configuration items
    • Duration
    • Metric name

    Customizing the alert display time range

    You can determine the time range of the displayed alerts. The default time range is the last 24 hours. The list continues to update with new alerts until you select the pause icon (Pause icon.). Selecting the current range setting in the upper right displays a dialog box with date and time range options:
    • All time - The last 90 days
    • Last 24 hours
    • Last 2 days
    • Last week
    • Last 12 hours
    • Last hour
    • Last 15 minutes
    • Custom - Enables you to select a date and time range from the pop-up calendar.
    The Default Time Range field is introduced on the Express List view in the following versions:
    • Service Operations Workspace Express List 26.6.1
    • Service Operations Workspace Express List App 26.4.0
    • Service Operations Workspace ITOM Apps 26.9.0

    Administrators can configure the default time range for a predefined Express List view by using the Default Time Range field. The default value is Last 24 hours.

    The evt_mgmt.express_list.all_time_days system property controls the number of days included in the All time range. It does not affect the default time range.