ITOM AIOps release notes
Summarize
Summary of ITOM AIOps Release Notes - Zurich
The ServiceNow ITOM AIOps product in the Zurich release introduces enhancements designed to improve the health monitoring and operational management of IT services. Key updates focus on log analytics, alert management, user interface improvements, and integrations that streamline data ingestion and context mapping for alerts. These enhancements enable ServiceNow customers to gain faster insights, better correlate alerts, and manage IT operations more efficiently.
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Key Features
- Health Log Analytics Enhancements: Integration with Cribl simplifies log data ingestion by separating transport headers from log messages, enhancing processing accuracy. ServiceNow logs can now be monitored directly via the ServiceNow Log Export data input.
- Alert Grouping and Investigation: Mixed Alert Grouping combines CMDB and tag-based methods for more effective alert grouping. Express List® now supports faster investigation of alert correlations through Link View and visual anomaly charts for both Log Analytics and Metric Intelligence alerts.
- Live Updates Control: Users can toggle live alert updates on or off in the Service Operations Workspace Lists, with settings persisting across sessions, improving alert management flexibility.
- Dependency View for Alerts: New maps accessible from multiple UI locations provide contextual dependency information for alerts, aiding in root cause analysis.
- Bulk Alert Response: Enables running response actions on multiple alerts simultaneously within Express List, streamlining operational workflows.
- User Interface and Accessibility: Introduction of the Coral theme with a dark mode option enhances the visual experience across web and mobile. Support for content reflow improves accessibility for users with low vision.
Activation and Installation
ITOM AIOps requires activation of the Event Management plugin, with a more comprehensive ITOM Predictive AIOps package necessary to use Health Log Analytics. Key components such as Service Operations Workspace and Health Log Analytics are available for installation from the ServiceNow Store, ensuring customers have access to the latest capabilities through managed applications.
Localization and Compatibility
Health Log Analytics supports multiple languages including US and UK English, French, German, Italian, Japanese, and Spanish, with US English as the default. The updates align with other ITOM applications like ITOM Visibility, ITOM Optimization, Service Operations Workspace for ITSM, and others to provide a unified operational experience.
Why This Matters
These Zurich release enhancements empower ServiceNow customers to:
- Streamline log data ingestion and improve alert accuracy through integration with Cribl.
- Gain quicker and contextual insights into alert relationships and anomalies.
- Customize alert update behavior to suit operational preferences.
- Enhance user experience with a modern UI and improved accessibility options.
- Utilize integrated applications for comprehensive IT operations management and improved service reliability.
The ServiceNow® ITOM AIOps product helps you to keep track and maintain the health of the services in your organization. ITOM AIOps was enhanced and updated in the Zurich release.
ITOM AIOps highlights for the Zurich release
- Streamline Health Log Analytics data ingestion with Cribl by using the Cribl integration.
- Leverage additional information presented on the integration's Overview screen, such as the ITOM Gateway in the processing pipeline and the log streaming rate per minute.
- Map log data to service instances and components for alerts in context.
- Monitor ServiceNow instance logs with the ServiceNow Log Export data input.
- Control how alerts are grouped, which ones are included, and the order of grouping methods through Mixed Alert Grouping, which combines CMDB-based and tag-based strategies.
- Starting in version 26.9.0, investigate mixed alert groups and Log Analytics-based alert groups by using Express List®.
- Starting in version 26.9.0, view connections between alerts in Link View for mixed alert groups and Log Analytics-based alert groups.
See ITOM AIOps for more information.
New in the Zurich release
- Facilitate Cribl log data ingestion by Health Log Analytics using the Cribl integration
- Starting in version 37.0.15, use the Cribl log data integration to streamline Health Log Analytics data ingestion with Cribl. If your organization uses Cribl for filtering and routing large volumes of log data from various sources, the log format received by HLA is distinct from other types. The Cribl integration enables HLA to detect and separate transport headers from inner log messages in this format, forwarding only the inner message to the source type structure for processing. You can configure the Cribl integration conveniently through the Integrations Launchpad.
- Leverage additional information available on the integration's Overview screen
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Starting in version 37.0.15, take advantage of additional information presented on the Overview screen. The screen now displays the ITOM Gateway in the log processing pipeline and the log streaming rate per minute, aligning it with the metrics for the MID Server and the HLA Engine. The Overview screen also shows the source time of the last processed log.
- Benefit from enhanced Log Analytics alert group and mixed alert group functionality in the Express List
- Starting in version 26.9.0, identify connected Log Analytics alerts and mixed alert group correlations faster using the Link View functionality. Utilize enhanced Now Assist Alert Analysis with additional context for Log Analytics alerts.
- View visualizations of anomaly information for Log Analytics-based alerts and metric intelligence alerts in Express List®
- Starting in version 26.9.0, review anomaly charts for Log Analytics alerts and Metric Intelligence alerts in the preview panel in Express List®.
- Configure automatic resume for live updates when the live alert list is paused, and configure time ranges in Express List®
- Starting in version 26.9.0, enable admins to configure the amount of time until the active display resumes after being paused in Express List®. Admins are also able to customize the time range options displayed in Express List®.
- Map log data to service instances and components for alerts in context
- Starting in version 38.0.16, map your logs to service instances and components so that Health Log Analytics can generate alerts in the correct context. Contextualizing your log data is especially important when the integration processes logs from multiple service instances and components.
- Monitor ServiceNow instance logs with the ServiceNow Log Export data input
- Starting in version 38.0.16, set up a data input for monitoring ServiceNow instance node logs from both Java code and JavaScript in Health Log Analytics.
- Live updates functionality has been updated in the Service Operation Workspace Lists.
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Starting in version 26.11.0, a new toggle switch allows users to enable or disable live updates. When the toggle is set to on, alerts are updated automatically. When the toggle is set to off, a badge displays the number of available updates until the page is refreshed manually. The setting is saved for future logins by the same user.
- Explore the new Dependency view for an alert
- Starting in version 26.11.0, explore the new Dependency view for an alert. Access maps from the following locations:
- in the preview panel, in the Configuration item section for the CI topology
- in the Utilities panel of the alert record
- in the action drop-down menu
- in the Core UI alert form
- Respond to multiple alerts in Express List
- Starting in version 26.11.0, run response actions on multiple alerts at the same time in Express List.
UI changes
- Coral theme
- Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
Deprecations
- The "em_alert_lists_auto_refresh" table no longer controls live alert list updates in the Service Operation Workspace Lists. Use the new property, table sys_ux_list, to turn on and off live incoming alert updates.
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.
- Install Service Operations Workspace (ITOM) by installing the AIOps Experience [sn_sow_aiops] application from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
- Install Health Log Analytics by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Accessibility information
- Support for reflow
- The Service Dashboard and Log Viewer component was updated to support reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels.
- Dark theme
- The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.
Localization information
The current available languages for Health Log Analytics are US English, UK English, French, German, Italian, Japanese, and Spanish. The default language is US English.