Agent Client Collector Monitoring use case

  • Release version: Australia
  • Updated March 12, 2026
  • 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 Agent Client Collector Monitoring use case

    The Agent Client Collector Monitoring (ACC-M) use case facilitates unified monitoring across hybrid IT environments, where organizations operate a mix of on-premises and cloud resources. This solution addresses the challenges of fragmented monitoring by providing a comprehensive view of IT service health, integrating seamlessly with the existing ServiceNow platform.

    Show full answer Show less

    Key Features

    • Unified Monitoring: ACC-M collects data from both on-premises and cloud resources through lightweight agents, offering insights on CPU, memory utilization, network performance, and cloud service availability.
    • Converged Health View: It provides a centralized health dashboard within ServiceNow, delivering real-time updates and insights into service dependencies, facilitating proactive monitoring.
    • Hybrid Alerting and Automation: Automated alerts with enriched context streamline incident response and trigger remediation workflows, minimizing manual intervention.
    • Service Health Visualization: Integration with ServiceNow Service Map allows tracking service performance and dependencies, identifying potential risks across the hybrid infrastructure.

    Key Outcomes

    ACC-M enhances operational efficiency by consolidating monitoring tools, reducing complexity and enabling quicker identification and resolution of issues, thereby improving mean-time-to-resolution (MTTR). This unified approach supports better business continuity by ensuring critical services remain operational, ultimately fostering a more resilient IT infrastructure.

    The Agent Client Collector Monitoring (ACC-M) use case demonstrates how organizations can achieve unified monitoring across hybrid IT environments.

    Use case overview

    Many enterprises today operate in a hybrid IT environment, where some resources are hosted on-premises, while others reside in the cloud. This complexity often leads to fragmented monitoring, making it difficult to obtain a unified view of IT service health. Agent Client Collector Monitoring (ACC-M) bridges this gap by providing a comprehensive and converged picture of the organization's services, regardless of where they’re hosted. ACC-M is a lightweight monitoring solution that integrates seamlessly into its existing ServiceNow platform.

    Challenge

    An IT operations team struggled to cohesively monitor service health, due to the disparate nature of its infrastructure. On-premises resources, such as databases and ERP systems, were monitored using traditional methods, while cloud services had separate monitoring tools. This fragmentation resulted in:
    • A lack of real-time visibility into overall service health.
    • Delayed issue identification and troubleshooting.
    • Multiple monitoring dashboards, increasing complexity for the IT team.
    • Difficulty in correlating on-premises and cloud alerts, leading to inefficiencies.

    Solution

    ACC-M enables real-time, unified visibility across a hybrid IT environment. It improves operational efficiency, reduces downtime, and creates a more resilient IT infrastructure capable of supporting both on-premises and cloud-based services.

    ACC-M streamlines the monitoring of on-premises and cloud resources into a single, unified display by offering the following solutions:

    Table 1. Solutions implemented by ACC-M
    Solution Description Outcome
    Unified monitoring across environments
    ACC-M collects health metrics, performance data, and alert statuses from both on-premises and cloud infrastructure components. ACC-M uses lightweight agents installed on servers, VMs, and cloud resources to gather relevant data, providing:
    • CPU and memory utilization for on-premises servers.
    • Network performance metrics.
    • Availability and performance metrics for cloud services, such as databases and storage.

    Improved response:

    With a unified view of all resources, the IT operations team can quickly identify where issues are occurring and prioritize them based on overall service impact, reducing their mean-time-to-resolution (MTTR).
    Converged health view

    ACC-M provides the company’s IT team with a converged health dashboard within the ServiceNow platform, providing:

    • A unified view of both on-premises and cloud resources.
    • Real-time updates on service health, ensuring that hybrid services are monitored together and not in isolation.
    • Integrated insights into service dependencies, correlating incidents that impact both on-premises and cloud systems.

    Proactive monitoring and maintenance:

    ACC-M’s real-time health metrics enable proactive monitoring of services, avoiding outages by identifying and resolving issues before they escalate.
    Hybrid Alerting and Automation

    ACC-M enables setting up automated alerts for both on-premises and cloud environments, streamlining their incident response processes. When a service in the hybrid environment experiences an issue, ACC-M does the following:

    • Automatically generates alerts with enriched context, identifying whether the issue originated from the on-premises infrastructure or cloud services.
    • Triggers automated workflows for remediation based on the alert type, reducing manual intervention.

    Operational efficiency:

    The convergence of on-premises and cloud monitoring into a single platform eliminates the need for multiple monitoring tools. This reduces complexity and frees IT resources to focus on more strategic tasks.
    Service Health Visualization

    Using the ServiceNow Service Map enables visualizing how services are performing across the entire hybrid infrastructure. ACC-M feeds this with continuous, real-time data, helping the IT team do the following:

    • Track dependencies between on-premises and cloud services.
    • Identify potential points of failure before they impact the business.
    • See at a glance which services are healthy, degraded, or at risk, wherever they’re hosted.

    Enhanced Business Continuity:

    With a full view of the hybrid infrastructure health, IT can ensure that critical business services are up and running, improving overall business continuity.