Event Management operator environment
Summarize
Summary of Event Management operator environment
As an Event Management operator using ServiceNow's Zurich release, your primary workspace is theService Operations Workspace dashboard. This dashboard is designed to help you monitor alerts related to application services, understand their impact, and manage the associated configuration items (CIs) effectively. The environment supports a structured workflow to quickly access and analyze alerts and application service details.
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Key Features
- Service Operations Workspace dashboard: Centralized area showing application services as tiles colored by alert severity, enabling quick visual prioritization.
- Banner controls: Filters for severity levels, grouping, and segmentation to customize the view of application services based on alert associations and criteria set by administrators (including criticality and cost values).
- Application service tiles: Clicking a tile reveals a summary of associated alerts and options to view detailed information or the service map.
- Alerts management: Access alerts through a list icon where you can filter, sort (e.g., by Priority or Severity), and open alerts for detailed analysis.
- Application service map views: Double-clicking a service tile opens a service map tailored to the service type (manual/standard or technical), allowing interaction with CIs, viewing alert details per CI, and exploring the Impact Tree to understand relationships and dependencies among CIs.
Practical Use and Next Steps
This environment empowers operators to efficiently monitor and respond to events by:
- Quickly identifying critical application services affected by alerts.
- Drilling down into specific CIs to assess alert impacts.
- Utilizing filters and sorting to prioritize response efforts based on alert severity and priority.
- Using service maps and impact trees to understand and manage the dependencies and impacts within application services.
Operators should familiarize themselves with these features to effectively maintain service health and reduce downtime. To build on this knowledge, proceed to the next lesson focusing on the specific roles and tasks of Event Management operators.
As an Event Management operator, your primary work environment is the Service Operations Workspace dashboard.
In this, the third lesson in the Event Management tutorial, you get an overview of your workspaces so you know how to find the information you need.
Lesson 1 |
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Lesson 2 |
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Lesson 3 |
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Event Management operator environment |
Lesson 4 |
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The Service Operations Workspace dashboard
Your main area of work is the Service Operations Workspace dashboard, which provides a view that focuses on how alerts relate to application services. From here, you can drill into each application services to see the affected CIs and get an understanding of the overall impact of whatever caused the alert. To open the dashboard, navigate to .
- Banner
The banner contains controls that show or hide application services based on the criteria you select:
Click a severity level to show or hide application services based on the alerts associated with them.
Use the Group and Segment controls to organize the view.
Note:Your administrator assigns an application the criticality and cost value to your application services.Figure 2. Group and Segment filters - Application services
- The Service Operations Workspace dashboard displays tiles that represent application services. The color of a tile represents the
severity of the alerts that are associated with the application service.
Click a tile to show a summary of alerts associated with the application service. Click to view details or the service map.
- Alerts
- Click the List icon (
). On the Lists tab, click the kind of alert to view. You can filter or sort the list to find an alert. Sort by any alert details, such as the Priority, which considers multiple factors for how serious the alert is, or the Severity, which is value provided by the event monitoring tool.
Open any alert by clicking the number.
You will learn about what each of the columns means for an alert later on when you analyze an alert.
Application service map views on the Service Operations Workspace dashboard
Double-click the name of an application service tile to open one of the application service map views. The view that you see depends on the type of application service.
- For a manual or standard application service, this view appears:
The application service map that you were introduced to in a previous lesson appears in the main panel. This is what you can do from this view:
Click any of the CIs to see the alerts only for that CI and to display the details about that CI in the Properties pane.
Click Impact Tree to see the state of all the CIs and how they affect each other when receiving an alert. You will learn more about the impact tree later on in the tutorial.
Open any alert from the Alerts list at the bottom by clicking the number.
- For a technical application service, this view appears:
- This is what you can do from this view:
Click any CI to view details about it.
Open any alert from the Alerts list at the bottom by clicking the number.
Continue the tutorial
Proceed to the next lesson: What Event Management operators do.