AIOps Value Realization dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of AIOps Value Realization dashboard

    The AIOps Value Realization dashboard leverages Performance Analytics to provide ServiceNow customers with detailed visibility into the business outcomes related to alerts, events, and incidents. It helps measure operational efficiency and the impact of IT issues on critical business services through key metrics such as noise reduction, average Mean Time to Repair (MTTR), and service downtime.

    Show full answer Show less

    This dashboard supports customizable date range selections, enabling tailored analysis for specific periods, which enhances reporting flexibility and relevance to different timeframes.

    Key Features

    • Noise Reduction (Events to Alerts Compression): Tracks the effectiveness of reducing event noise by compressing multiple events into fewer alerts, helping focus on critical issues.
    • Average MTTR for Incidents: Measures the average time to repair incidents created by Event Management, indicating IT team efficiency.
    • Critical Services Impacted: Monitors the total downtime in hours for the organization’s most critical business services due to open alerts.
    • Alerts Grouping Coverage: Shows the percentage of alerts that are grouped together, reflecting correlation and reduction of alert fatigue.
    • Number of Affected Services by Severity: Displays counts of services impacted by alerts categorized by severity, aiding prioritization.
    • New P1 Incidents: Tracks the number of Priority 1 incidents created on monitored services, with lower numbers indicating fewer user impacts.

    The dashboard is organized into Operational Excellence and Business Impact sections, providing comprehensive insight on alert management, incident resolution, and service impact severity.

    Practical Use and Access

    To utilize the dashboard effectively:

    • Ensure the Event Management application is installed and you have necessary roles (evtmgmtadmin or evtmgmtoperator).
    • Run the [PA EM] Historic Data Collection job to collect historical Event Management data for richer insights.
    • Access the dashboard via the AIOps Dashboards menu or Service Operations Workspace.
    • Administrators can edit and manage dashboard permissions, while operators can view and analyze detailed records to track business impacts.

    Benefits for ServiceNow Customers

    By using the AIOps Value Realization dashboard, customers can:

    • Gain actionable insights into alert noise reduction and incident resolution efficiency.
    • Prioritize IT efforts based on critical service impact and incident severity.
    • Improve operational stability by understanding alert grouping and service impact patterns.
    • Customize reporting periods to align with business needs for targeted analysis.

    The AIOps Value Realization dashboard uses Performance Analytics to offer comprehensive visibility into the business outcomes of alerts, events, and incidents. It features metrics such as noise reduction (events to alerts compression), average MTTR for incidents created by Event Management[var.event-mgmt], and the most critical services impacted by hours.

    The AIOps Value Realization dashboard includes a calendar feature that enables users to select various date ranges such as custom dates, the last 3 months, the last 30 days, the last 6 months, the last 7 days, the last year, today, and year-to-date (YTD). You can specify a custom start and end date and apply these selections to view reports specifically for the chosen date range. This feature facilitates tailored analysis and reporting based on specific time periods of interest.
    Figure 1. AIOps Value Realization dashboard date range selection
    AIOps Value Realization dashboard date range selection

    The AIOps Value Realization dashboard offers key insights and metrics crucial for operational efficiency and business impact assessment. It includes features such as noise reduction to enhance focus on critical issues by reducing event-to-alert conversions. Tracking average MTTR for incidents and measuring downtime on critical services aids in improving operational efficiency and prioritizing resolutions. Categorized into Operational Excellence and Business Impact sections, the dashboard provides detailed coverage on alerts grouping, swift resolution of critical incidents reported by users, and quantifying service impacts by severity to optimize operational stability.

    Run the [PA EM] Historic Data Collection job once to enable the partial collection of historical Event Management data:
    1. Navigate to All > Performance Analytics > Data Collector > Jobs.
    2. Select [PA EM] Historic Data Collection.
    3. Select Execute Now.
    Figure 2. AIOps Value Realization dashboard key features overview
    Value realization dashboard.

    Prerequisites

    Ensure that the Event Management application is installed.

    Required ServiceNow AI Platform roles

    • evt_mgmt_admin
    • evt_mgmt_operator

    Access the AIOps Value Realization dashboard

    To open the dashboard, use one of the following methods:
    • Navigate to All > AIOps Dashboards > AIOps Value > Value Realization.
    • Navigate to Workspaces > Service Operations Workspace and select the AIOps Dashboards icon (AIOps Dashboards icon.), then, from the AIOps Operational drop-down menu, select AIOps Value Realization.

    Use cases

    For examples of how different people in your organization would use this dashboard, refer to these use cases.
    User Dashboard use
    evt_mgmt_admin or admin Edit the dashboard and grant view and share permissions.
    evt_mgmt_operator or admin View the dashboard and review record details to visualize and track the business impact of alerts, events, and incidents.

    Breakdowns

    Breakdowns available in the AIOps Value Realization dashboard are:

    • Operational Excellence
    • Business Impact

    Reports

    Title Type Description
    Noise reduction (events to alerts compression) Line graph The compression rate from events to alert creation: a higher number indicates fewer alerts are being created.
    Average MTTR incidents created by Event Management Line graph The average Mean Time to Repair (MTTR) of an incident created by Event Management: a lower number indicates greater efficiency of your IT team.
    Most critical services impacted, in hours Line graph The total time your organization's most critical business services are impacted: a higher number indicates more time critical services are affected by open alerts.
    Alerts grouping coverage Line graph The percentage of total alerts that are grouped: a higher number indicates more alerts are being correlated and grouped within an alert group.
    Number of affected services, by severity Line graph The number of services impacted by alerts, grouped by severity, such as the count of services experiencing critical issues per day.
    Number of new P1 incidents on monitored services created by users Line graph The number of incidents created on services monitored by Event Management: a lower number indicates fewer users are being impacted by a service outage or performance degradation.