DATA SHEET ServiceNow® Event Management IT operations provide mission-critical services and resources for businesses. However, monitoring the health of these services and resources can be challenging due to disconnected monitoring tools that generate siloed streams of data. Correlating this data manually can be time-consuming and noisy, often resulting in thousands of events that may not have any business impact. Maintaining all resources, such as cloud instances, serverless infrastructure, network infrastructure, and storage, is daunting. Teams are left to manually correlate this information to understand what is happening and then struggle to assess the business impact. Consider a scenario where it takes hours to find the issues impacting an application and even more hours identifying the root cause problem, leading to countless unproductivity. The ServiceNow solution ServiceNow® ITOM Health with Event Management reduces event noise generated by monitoring tools using Artificial Intelligence for IT Operations (AIOps). AIOps applies machine learning and analytics to IT Operations functions, which dramatically reduces the time and effort of manually correlating events by automatically adapting to evolving IT environments. Legacy event management systems that do not provide this level of artificial intelligence leave IT organizations struggling with huge volumes of poorly correlated events. Event Management brings events captured by existing monitoring tools into ServiceNow for consolidation, analysis, and action. Events are then processed through filters that normalize and de-duplicate the incoming event stream to generate alerts, reducing event noise significantly. The event correlation is done using machine learning and AI techniques. Generative AI helps simplify complex alerts, presenting the issue and analysis with easy-to-understand text that helps reduce time to diagnose and triage. In addition to traditional monitoring, ServiceNow Cloud Observability helps ingest cloud-native telemetry, enhancing the operations team’s ability to monitor service issues for the modern and distributed stack. Benefits Improve service availability with AIOps Lessen service outages by using AIOps which applies a range of advanced machine-learning techniques to reduce noise, identify service issues and provide related incident, problem, change and knowledge information to speed resolution. Increase value from existing tools Consolidate events captured by multiple infrastructure monitoring tools by integrating them through out-of-the-box connectors, 3rd- party connectors, REST API, or SNMP traps. Understand the root cause of service issues Transform infrastructure events into actionable alerts and incidents that point to the root cause of service issues. All of this data is consolidated in the Alert Intelligence workspace for quick action to reduce MTTR. Correlate alerts without needing a CMDB Tag-based alert correlation capability lets you group alerts based on similar alerts without needing a CMDB. The tags are derived from alert information coming from monitoring tools, also reducing event noise further. This feature provides rapid time to value since it’s helpful even if you haven’t discovered your IT infrastructure yet. 1 ServiceNow Event Management Source: Accenture case study Source: Korber customer story Source: Knowledge 2023 DATA SHEET Integration with external monitoring tools Event Management has out-of-the-box connectors to monitoring tools and can integrate to other event sources via a REST API, SNMP traps, email or JavaScript- based custom connectors. In addition, 3rd-party connectors are available from the ServiceNow Store. Event Management collects raw events and processes them to generate more qualified alerts for the affected configuration items (CIs). Event Management deduplicates events from monitoring tools into a single normalized alert that can be automatically correlated with a CI in the ServiceNow® Configuration Management Database (CMDB). With an alert bound to a CI, Event Management is able to automatically relate configuration items, incidents, problems, and change history, providing IT with a comprehensive insight into prior and existing issues. If you don’t have a CMDB yet, the Tag-based Alert Clustering technique helps correlate alerts based on the tags. 2 Now Assist for IT Operations Management Alert descriptions are often cryptic and well-understood by less-experienced IT Operations staff, slowing the remediation responses. Generative AI provides a more human-intelligible call-out, description, possible cause, and corrective actions. With Now Assist for ITOM, teams get a simplified view of the complex alert information, providing a faster route to triaging issues and obtaining analysis faster. This feature is the first step towards a more robust automatic interface to Generative AI models. Now Assist is built on the Now Large Language Model, ensuring security and privacy maintained within the ServiceNow Platform. Intuitive alert triaging at your fingertips Express List provides a faster path to seeing alert details including the issue, grouping, tags, root cause, and application map. Having this information in a single place helps the operations team quickly investigate issues, drill into details, create incidents, and also take remediation actions. The advanced rule enrichment n is also available to take specific actions such as apply business context, tags, correlation, and grouping preferences. Automatic remediation Event Management allows Alert Management Rules to be configured to automate responses to alerts meeting specific criteria, leading to faster resolution of service issues. Rules can be used to auto-close an alert or attach a knowledgebase article to an alert. Alert Management rules can also automatically create tasks such as incidents, change requests, security incidents, field service work orders or even a customer service case. Using Flow Designer and IntegrationHub, IT can create sets of remediation actions that can be automatically triggered or initiated from an alert, such as retrieving a log file, freeing space on a full disk, or restarting a service. Instantly investigate service issues Predictive AIOps comes with Operator Workspace that gives you a consolidated view of your business services. Prioritized service health issues are highlighted on an intuitive, color- coded service health dashboard, making it easy to identify issues at a glance. Prioritized alerts with ML-driven correlation Express List provides an intuitive and fast way to visualize critical alerts. It provides alert correlation based on machine learning. You can also provide feedback on the usefulness of these alert groups and even add or delete alerts. Event management uses this feedback to automatically adjust the way it groups alerts in the future. SN_DataSheet_TEMPLATE_JAN_2022 servicenow.com/iITOM © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Overig company names, product names, and logos may be trademarks of the respective companies with which they are associated. DS-PredictiveAIOps-050322 The previous process was very convoluted. Implementing Event Management allowed us to streamline the operational process and optimize resources. Raul Carrillo, ServiceNow Enterprise Architect, Voya Financial, Inc Source: Knowledge 2023