Express List in the Service Operations Workspace for ITOM
Summarize
Summary of Express List in the Service Operations Workspace for ITOM
The Express List feature in ServiceNow Event Management within the Service Operations Workspace provides a streamlined alert monitoring experience for IT Operations Management (ITOM). It helps you quickly identify and assess health issues across datacenter systems and services, improving your ability to monitor, resolve, track, and report incidents efficiently.
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This pane offers a sortable alert list that minimizes clicks needed to access alert details. Selecting an alert checkbox opens a preview panel with key data for prioritization, impact assessment, and root cause analysis. You can customize the alert display using filters, additional fields, and adjustable time ranges. Note that exporting alerts directly from the Express List is not supported; export must be done from the list view.
Key Features
- Efficient Monitoring and Resolution: Enables quick identification of system or service discrepancies and supports faster alert resolution.
- Alert Preview Panel: Displays essential alert details such as alert number, status, duration, configuration items, assigned groups, impacted services, and more, facilitating incident assessment without opening multiple alert forms.
- Alerts in Group Tab: Shows grouped alert information with individual alert tiles, displaying severity, status, and other relevant details.
- Customizable Display: Allows modification of displayed alert fields, filtering options, and sorting to tailor the view to your operational needs.
- Time Range Selection: Default display is the last 24 hours, but you can select predefined ranges (e.g., last 15 minutes, last week) or specify custom date/time ranges. Administrators can set default time ranges via system properties.
Key Outcomes
- Improved Alert Management: Reduces the effort to monitor and evaluate alerts, enabling faster detection of issues and informed prioritization.
- Streamlined Incident Handling: Supports detailed issue tracking and efficient escalation to appropriate teams or vendors.
- Enhanced Operational Visibility: Presents critical alert data in a single pane, reducing the need to navigate multiple forms and accelerating root cause analysis.
The ServiceNow Event Management Express List feature helps you identify health issues across the datacenter on the Service Operations Workspace. It provides a list of quick information on alerts so you can more efficiently monitor systems and services, resolve alerts, evaluate the alert impact, track issues, and report incidents.
The Express List pane sortable alert list reduces the number of clicks necessary to access alert information. Selecting the check box of an alert opens a preview panel where you can view data that helps for prioritization, impact realization, and root cause analysis. You can easily modify the Express List pane to narrow down the display by using a provided fields list, displaying additional alert information, and filtering out or showing matching alerts. You can also modify the displayed time range.
Exporting alerts is not supported from the Express List. To export alerts, open the list view in Service Operations Workspace.
The following image shows a sample Express List pane.
Express List benefits
- Monitoring systems or application services. Monitoring the performance and capability of computer systems to see any discrepancies.
- Resolving alerts. Working on discrepancies to troubleshoot issues and promote the efficient functioning of IT infrastructure.
- Tracking issues. Tracking and documenting defects and resolutions in detail and reporting incidents.
- Reporting incidents. Escalating complex issues to management, other IT resources, third parties or vendors.
Alert information displayed in the Express List preview panel
The Express List preview panel displays additional alert information on the Express List pane. This information enables you to conduct an assessment that helps in resolving incidents without having to open multiple alert forms.
- Alert number (link)
- Status
- Duration
- Configuration items (with links)
- Metric name
- Node
- Resource
- Source
- Assigned to
- Assignment group
- Last Updated
- Impacted services
For more information, see View data on impacted services on the preview panel in Express List.
- Additional info
- Custom field
The Alerts in group tab on the preview panel displays alert information for a selected alert group. Information for each alert is displayed in a tile with additional options for each alert in the group.
- Alert number (link)
- Status
- Severity
- Configuration items
- Duration
- Metric name
Customizing the alert display time range
- All time - The last 90 days
- Last 24 hours
- Last week
- Last 12 hours
- Last hour
- Last 15 minutes
- Custom - Enables you to select a date and time range from the pop-up calendar.
Default time ranges can be defined by your administrator using the system property sn_sow_em.evt_mgmt.express_list.all_time_days.