AIOps Value Realization dashboard

Release version: Washingtondc

Updated August 1, 2024

3 minutes to read

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Summary of AIOps Value Realization Dashboard

The AIOps Value Realization dashboard, part of the Washingtondc release, leverages Performance Analytics to provide visibility into business outcomes related to alerts, events, and incidents. It includes metrics for noise reduction, average Mean Time to Repair (MTTR) for incidents, and downtime for critical services. Users can customize date ranges for tailored reporting and analysis, enhancing operational efficiency and impact assessment.

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Key Features

Calendar Feature: Users can select custom date ranges for reports, including options like the last 30 days, last year, or specific custom dates.
Metrics Tracking: Key metrics include noise reduction, average MTTR, and service impact hours, which help prioritize resolutions and improve operational efficiency.
Breakdowns: The dashboard categorizes insights into Operational Excellence and Business Impact, covering alert grouping, incident resolution, and service impact by severity.
Data Collection: Run the [PA EM] Historic Data Collection job to enable partial collection of historical Event Management data.

Key Outcomes

By utilizing the AIOps Value Realization dashboard, ServiceNow customers can expect improved focus on critical issues, reduced incident resolution times, and optimized operational stability. The dashboard's insights into alerts and incidents empower users to enhance their IT response and minimize service downtime effectively.

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

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:

Navigate to All > Performance Analytics > Data Collector > Jobs.
Select [PA EM] Historic Data Collection.
Select Execute Now.

Value realization dashboard. — Figure 2. AIOps Value Realization dashboard key features overview

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 (), 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.