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Operational Intelligence

ServiceNow® Operational Intelligence lets IT proactively analyze IT infrastructure to spot issues and prevent service outages. Using advanced machine learning to analyze information about IT infrastructure, both on premises and in public clouds, the application automatically determines dynamic thresholds and identifies anomalies that may indicate potential service outages.

 

Operational Intelligence, an add‑on application to ServiceNow Event Management, is a key preventive ingredient in a service‑centric, complete solution for eliminating service outages. Now you can proactively identify service issues, pinpoint service outages, and automate remediation.

 

 

Benefits

Prevent service outages with proactive identification of potential infrastructure problems

Pinpoint disruptions by using data about your infrastructure items to analyze the root cause of outages

Improve productivity by automatically creating event rules and thresholds, freeing IT staff from manually setting and managing them

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Application Highlights

Out-of-bound infrastructure metrics indicate potential issues

Out-of-bound infrastructure metrics indicate potential issues

Out-of-bound infrastructure metrics indicate potential issues

Anomaly heat map shows infrastructure items with the highest anomaly scores to help isolate problem areas at a glance

Anomaly heat map shows infrastructure items with the highest anomaly scores to help isolate problem areas at a glance

Anomaly heat map shows infrastructure items with the highest anomaly scores to help isolate problem areas at a glance

Infrastructure anomalies become alerts for preventive action

Infrastructure anomalies become alerts for preventive action

Infrastructure anomalies become alerts for preventive action

Create custom views of infrastructure metrics to investigate issues

Create custom views of infrastructure metrics to investigate issues

Create custom views of infrastructure metrics to investigate issues

Feature Details

All
  • Automated Thresholds for Infrastructure Metrics

    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.

  • Infrastructure Anomaly Detection

    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.

  • Anomaly Heat Map

    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.

  • Metric Explorer

    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.

  • Integrated with ServiceNow IT Operations Management

    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.

Resources

Operational Intelligence is A Part Of …

eliminate service outages

IT Operations Management

ITOM helps IT eliminate service outages and get to cloud faster through improved service visibility, health, and optimization.

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