Features of ITOM AIOps

Event Management

Event Management gathers alerts from infrastructure events captured by third-party monitoring tools. Event Management uses IT-related information gathered by Discovery to map alerts to configuration items. Based on the collected information, Event Management then provides dashboards showing a consolidated view of all service-impact events.

Agent Client Collector

Use the ServiceNow® Agent Client Collector application to monitor your service availability, examine the health and performance of your environment, and ensure that your infrastructure and its applications are running properly. You can also proactively analyze your IT infrastructure to spot issues and prevent service outages, using Metric Intelligence. Using advanced machine learning to analyze information about your IT infrastructure, the Metric Intelligence application automatically determines dynamic thresholds and identifies anomalies that may indicate potential service outages.

Health Log Analytics

The ServiceNow® Health Log Analytics application predicts IT issues before they impact users. The application helps you solve problems faster by ingesting, understanding, and correlating machine-generated log data in real time. It notices any deviation from normal behavior when it happens and alerts you of possible business-impacting issues. Health Log Analytics receives and processes logs via the MID Server and sends events to the ServiceNow® Event Management application.

Service Observability

The ServiceNow® Service Observability application helps operations teams triage and manage incidents in a complex and distributed production system. It combines external application performance monitoring (APM) systems' telemetry with related data from the Configuration Management Database (CMDB) and displays both in a single workflow in the Service Operations Workspace.

Synthetic monitoring

he ServiceNow® Synthetic monitoring application empowers organizations to proactively manage and enhance the performance and availability of critical services. By simulating user transactions on API endpoints, this solution identifies performance bottlenecks, helps ensure up-time, and optimizes user experiences.

Service Operations Workspace for ITOM

Service Operations Workspace for ITOM is a configurable workspace that provides a unified experience for multiple IT Operations Management workflows. Service Operations Workspace for ITOM enables you to manage the life cycle of alerts, including running actions to resolve alerts and identifying the underlying issue of an alert.

ITOM AIOps licensing

The ServiceNow AI Platform® uses a licensing method where your organization is billed for using ITOM AIOps applications. ITOM AIOps and Health Log Analytics are available as separate licenses. The ServiceNow Product Documentation doesn't provide information on prices, packaging, or other details determined by your organization customer contract. For general information about licensing and subscriptions, see ITOM/OT SU Licensing and subscriptions.

Using guided setup to implement IT Operations Management applications

IT Operations Management Guided Setup provides a sequence of tasks that help you configure IT Operations Management applications on your ServiceNow instance. To open IT Operations Management guided setup, navigate to Guided Setup > ITOM Guided Setup. For more information about using the guided setup interface, see Using guided setup .

Configure the MID Web Server extension

The MID Web Server is an extension that enables external clients to push metric data and events to the MID Server. Configure the MID Web Server extension to enable ITOM Health features (Event Management, Agent Client Collector, and Health Log Analytics).