AIOps 360 overview dashboard
Summarize
Summary of AIOps 360 overview dashboard
The AIOps 360 Overview dashboard provides ServiceNow customers with a comprehensive, unified view of IT operations performance and value delivered through AIOps. It enables teams to monitor operational efficiency, alert handling, and automation impact, thereby supporting data-driven decision-making and improving incident response. This dashboard enhances visibility into key IT operations metrics, helping teams to optimize workflows and reduce manual effort.
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To use the dashboard, ensure the Event Management application is installed and that users have the required roles: evtmgmtadmin or evtmgmtoperator. Access is through the Service Operations Workspace under the AIOps configuration center.
Key Features
- Value Overview: Customizable filters (Date, Assignment Group) allow users to focus on specific teams and periods. This section highlights how AIOps reduces manual effort via automation and alert grouping, tracks noise reduction, outage history, and overall workload savings.
- Performance Overview: Provides insights into alert and incident resolution efficiency, including mean time to resolve (MTTR), assignment group performance, automation usage, and geographic distribution of critical alerts. It helps identify performance gaps and supports SLA enforcement.
Value Overview Metrics
- Estimated Total Time Saved: Hours saved through alert automation and alert grouping, adjustable via system properties to reflect actual mean resolution times.
- Workload Saving: Measures reduction in manual effort from filtering, grouping, automated alert closures, and incident prevention.
- Noise Reduction: Effectiveness in filtering out duplicate or irrelevant events, typically exceeding 90% in customer environments.
- Last Reported Outage: Tracks the date of the most recent major service or server outage.
Performance Overview Metrics
- Alert MTTR: Resolution times by assignment group and severity to identify slower teams and improve SLA compliance.
- Alert MTTx Over Time: Trends in resolution and reassignment efficiency, showing how quickly alerts are finalized.
- Critical Alerts by CI Location: Geographic mapping of critical alerts to detect hotspots and regional patterns.
- Resolution Types by Assignment Groups: Breakdown of closure reasons, highlighting the role of automation and identifying unattended alerts that auto-close after timeouts.
Practical Considerations
Some dashboard components may initially display limited or no data if the system lacks sufficient historical alert data. Over time, as data accumulates, the dashboard will provide richer insights. Administrators can adjust mean resolution time settings via system properties to tailor the time saved calculations to their environment.
This dashboard empowers ServiceNow customers to quantify AIOps benefits, monitor operational performance, and continuously improve IT operations management.
The AIOps 360 Overview dashboard offers a unified view of value and performance across IT operations, helping teams track efficiency, monitor alert handling, and assess automation outcomes. It enhances visibility into AIOps impact, supports informed decisions, and drives faster, smarter operations.
Prerequisites
Ensure that the Event Management application is installed.
Required ServiceNow AI Platform roles
- evt_mgmt_admin
- evt_mgmt_operator
Access the AIOps 360 overview dashboard
To open the dashboard, navigate to . From the bottom of the navigation pane, select the AIOps configuration center icon 
.The AIOps configuration center page appears. On the ITOM AIOps configuration center page, under the section, select View AIOps 360 overview dashboard.
Breakdowns
Breakdowns available in the AIOps 360 overview dashboard are:
- Value overview
- Performance overview
Value overview section
Use filters such as Date and Assignment Group to customize the dashboard view and focus on specific time periods and teams. This helps you pinpoint trends, identify areas for improvement, and make data-driven decisions tailored to your operational needs.
The Value overview section highlights the overall impact of AIOps on operational efficiency. It showcases how much manual effort has been reduced through automation and intelligent alert grouping. It also reflects noise reduction levels, outage history, and overall workload savings—giving a clear picture of time and cost benefits realized.
| Metrics | Description |
|---|---|
| Est. Total time saved | Sum of time saved through alert automation and alert grouping, calculated in hours. |
| Est. Total time saved by automation | Time saved based on the number of alert automation rules executed multiplied by the mean resolution time per alert, calculated in hours. The mean resolution time can be adjusted by administrators in . Use the sn_aiops_dashboard.ITOM.Dashboard.Avg_time_saved_by_automation_in_min property to get the actual time saved by automation, in minutes, as used by the Automation Time Saved indicator. By default, it's set to 5 minutes. |
| Est. Total time saved by grouping | Time saved based on the number of alerts grouped versus the time required to triage each alert individually, calculated in hours. The mean resolution time can be adjusted by administrators in . Use the sn_aiops_dashboard.ITOM.Dashboard.MTTR_for_time_saved_by_grouping_in_min property to define the MTTR (in minutes) used in the alert grouping time saved calculation. By default, it's set to 5 minutes. |
| Workload saving | Measures the reduction in manual effort by filtering, grouping, automating alert closures, and preventing incident escalations.
|
| Last reported outage | Most recent date of a major outage (e.g., CMDB) affecting a service or server, based on reported outages on all classes inherited from cmdb_ci_service or cmdb_ci_server. |
| Noise reduction | Percentage effectiveness in ignoring duplicate and meaningless events. Typical customer value exceeds 90%. |
Performance Overview section
This section focuses on how effectively alerts and incidents are being handled. It includes metrics like resolution times across groups, trends in detection and response, automation usage, and the distribution of resolution ownership. It helps identify performance gaps, track improvements, and optimize response strategies across the organization.
| Metrics | Description |
|---|---|
| Alert MTTR | Alert resolution time by assignment group to identify slower-responding teams and enforce SLAs. Can also be grouped by severity using the grouping drop-down menu. |
| Alert MTTx over time | MTTR (mean time to resolve), MTTA (mean time to final group assignment), and average group reassignment count tracked over time. Indicates assignment efficiency and the ability to resolve alerts within a single group. |
| Critical alert by CI location | Critical alerts on a geographic map based on the physical or logical location of Configuration Items (CIs). Helps identify recurring hotspots for retrospective analysis and to spot regional trends. |
| Resolution types by assignment groups | Closure reasons by top assignment groups, highlighting automation closures (within 10 minutes of execution) to encourage quick resolution, and time threshold closures (after the auto-close interval),
which indicate unattended alerts. You should consider the number of alerts that are automatically closed when they reach their time limit. This figure can reveal if your team is unable to resolve or close all alerts, leaving some unaddressed. |
If you want to know about funnel visualization, see Create a funnel visualization.