ServiceNow ITOM Event Management

Event Management

Reduza o ruído de evento gerado pelas ferramentas de monitoração utilizando a inteligência de previsão, como técnicas de aprendizagem de máquina, para correlacionar eventos e produzir incidentes e alertas acionáveis.

Localize a causa raiz de problemas de operações de TI rapidamente e reduza o tempo médio para reparo (MTTR) usando o Service Mapping e o Operational Intelligence.

Obtenha um único painel com o Operator Workspace para visualizar o desempenho do serviço em escala, veja alertas relacionados e filtre para resolver problemas.

Event Management

Overview sobre o licenciamento da solução.

ITOM Visibility​: ITOM Operator Standard (Discovery, ​Service Mapping)​

ITOM Health: ITOM Operator Professional (​Event Management, Operational Intelligence)

ITOM Optimization: ITOM Operator Enterprise (Cloud Provisioning and Governance)​

Use event rules to generate alerts for tracking and remediation. Event rules are stored in the Event Rule [em_match_rule] table. Configure and customize event rules to manage events and alert generation.

Event rules do not change the event records in the Event table. Changes to event data are stored in the ServiceNow instance memory.

As alerts generate, you can view more information about them, acknowledge them, and take action to resolve them. You can also manually create alerts to track issues that did not generate an event or alert.

You can respond to an alert in the following ways:

• Manually remediate the alert.

• Acknowledge an alert that requires attention.

• Create an incident or security incident.

• Create a case.

• Close the alert.

• Resolve any incident that is related to the alert.

• Reopen the alert.

An application service is a set of interconnected applications and hosts which are configured to offer a service to the organization. Application services can be internal, like an organization email system or customer-facing, like an organization website.

ServiceNow applications refer to devices and applications that comprise an application service as configuration items (CIs). The various CIs and the relationships between them, that comprise an application service, are stored in the CMDB.

In the base system, you can manually create an application service and then populate it by adding CIs and their relationships from the CMDB. After adding CIs to an application service, you can see a flat list of those CIs, as the context for the service. The system generates a map which shows the CIs and relationships in the application service. The system also tracks changes to application service and shows the history of those changes in the application service map.

All application services that you create manually or by using an API, or that are discovered by Service Mapping, are stored in the Application Service [cmdb_ci_service_discovered] table.

Activating Service Mapping or Event Management provides additional functionality for creating, updating, and using application services.

The Operator Workspace monitors services in your Event Management environment. You can review the status of your services and view those at risk of not functioning optimally, enabling you to address those issues.

You can adjust the display of services as follows:

• Filter services: View only the specific types of services you want to see.

• Group services: Group services according to severity, business criticality, location, or service group.

• Sort services: Sort the service groups to more efficiently view your filtered groups. Sorting service groups creates a subgroup within the groups that are specified in the Group by filter.

• View services impacted by a specific alert: Select an alert to display only those services impacted by the alert.

• View alerts associated with a specific service: Select a service to view the following alert information:

  • Number and severity of primary alerts associated with the service.

  • Alerts with the highest level of urgency associated with the service.

  • A list of alerts in Alert Intelligence that are associated with the service.

The Operator Workspace has a predefined default view. You can customize the view for a single session, or define a default view either for specific users or for all users in the system.

Operational Intelligence calculates statistics for CI metric data. Insights Explorer displays these metric values as metric charts for the CIs in the CMDB. Insights Explorer lets you overlap any metrics for any CIs in a single chart to create a multi-layered view of metric values across a time range.

The Event Management overview module present data from your instance for you to better visualize and understand your processes and drive continual improvement.

ServiceNow Reporting enables you to create and distribute reports that show the current state of instance data, such as how many open incidents of each priority there are. Reporting functionality is available by default for all tables, except for system tables.