ITOM AIOps

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of ITOM AIOps

    ServiceNow® ITOM AIOps combines Event Management and Metric Intelligence applications to help organizations monitor and maintain the health of their IT services. It integrates data from third-party monitoring tools and ServiceNow Discovery to provide a consolidated view of service-impacting events and proactively detect potential outages.

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    Key Features

    • Event Management: Collects infrastructure alerts from external tools, maps them to configuration items using Discovery data, and offers dashboards for unified service health visibility.
    • Agent Client Collector: Monitors service availability and performance, enabling proactive analysis to detect issues early and prevent outages.
    • Metric Intelligence: Applies machine learning to IT infrastructure data to set dynamic thresholds and identify anomalies automatically.
    • Health Log Analytics: Analyzes machine-generated log data in real time via the MID Server, detects deviations from normal behavior, predicts IT issues before user impact, and forwards events to Event Management.
    • Service Operations Workspace for ITOM: Provides a configurable, unified interface to manage alert lifecycles, resolve alerts, and identify root causes efficiently.
    • MID Web Server Extension: Enables external clients to send metric data and events to the MID Server, supporting critical ITOM Health features.
    • Guided Setup: Offers a structured task sequence to configure ITOM applications quickly and effectively within your ServiceNow instance.

    Licensing

    ITOM AIOps and Health Log Analytics require separate licenses and are billed based on usage of the ServiceNow AI Platform®. Pricing and packaging details depend on your organization’s contract and are not provided in the product documentation.

    The ServiceNow® ITOM AIOps product includes the ServiceNow® Event Management and ServiceNow® Metric Intelligence applications, which help you track and maintain the health of services in your organization.

    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 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).