By adding ServiceNow Operational Intelligence to Event Management, IT can use operational metrics to detect out‑of‑band behavior of infrastructure items, both on premises and in public clouds, which may not be captured by events.

Rather than processing events from monitoring tools, Operational Intelligence processes raw operational metric data. It then applies machine learning algorithms to automatically create dynamic thresholds for normal behavior, eliminating the need to manually set and manage thousands of monitored thresholds.

Operational Intelligence learns the data pattern, sets what the upper and lower bounds should be, and adjusts the threshold for seasonality. It also offers static metric thresholds, which add human insight to override dynamic thresholds where appropriate.

With the automated threshold in place, Operational Intelligence can apply to each infrastructure item attribute an anomaly score, which is relative to a respective threshold. High anomaly scores indicate that an infrastructure item may be at risk to cause a service outage. 

Anomalies can be promoted to become alerts on the alert console and service health dashboard for preventive action. Instead of waiting for monitoring tools to indicate something is wrong based on a set rule, IT can start seeing trends and anomalies in real time before services fail.

An anomaly map, generated by operational metrics, displays the 10 infrastructure items with the highest operational metrics anomaly scores across a time period. IT can drill down into each infrastructure item to display anomaly scores for each of the item's metrics. Anomaly scores are color‑coded to help isolate problem areas at a glance.

Operational Intelligence’s Metric Explorer enables IT to use operational metrics data to triage alerts, correlate metrics to better understand probable causes of issues, and easily identify probable causes by using a service history view that includes changes.

IT can browse, search, and compare metrics across multiple infrastructure items and can create and share metric views with other operators.

Operational Intelligence is an add‑on application to Event Management and an integrated part of a complete solution for eliminating service outages. Operational Intelligence complements Event Management by bringing operational metrics into ServiceNow ITOM alongside events from monitoring tools. 

To proactively identify service issues, Operational Intelligence alerts are viewed with Event Management alerts in Event Management’s alert console or, when used with Service Mapping, in the service health dashboard. Operational Intelligence’s metric explorer and service maps can pinpoint service outages, and ServiceNow Orchestration automates preventive remediation. Together, these ITOM applications form an integrated, complete solution for preventing and eliminating service outages.