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Event Management

Proactively eliminate service outages. ServiceNow® Event Management reduces event noise generated by third‑party monitoring tools, uses predictive machine learning techniques to prevent outages, and creates alerts you can act on to eliminate service outages. When used with ServiceNow Operational Intelligence, it can also generate alerts from infrastructure anomalies that may indicate service outages.

Benefits

Prevent service outages using a range of advanced predictive machine learning methods

Increase value from existing tools by seamlessly integrating them with Event Management, and solve issues faster

Get service-aware alerts from a service health dashboard that visualizes how business services are impacted

Application Highlights

Advanced machine learning predicts knock-on effects of critical alerts

Advanced machine learning predicts knock-on effects of critical alerts

Advanced machine learning predicts knock-on effects of critical alerts

Manage business service health in a single, intuitive dashboard

Manage business service health in a single, intuitive dashboard

Manage business service health in a single, intuitive dashboard

Natively integrated with Service Mapping, CMDB, Change, Incident, and more

Natively integrated with Service Mapping, CMDB, Change, Incident, and more

Natively integrated with Service Mapping, CMDB, Change, Incident, and more

Alerts come with various options for automated remediation

Alerts come with various options for automated remediation

Alerts come with various options for automated remediation

Feature Details

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  • Integration With Monitoring Tools

    Event Management can integrate with multiple infrastructure‑monitoring tools to receive events for processing and action. Event Management has out‑of‑the‑box connectors to IBM NetCool, Microsoft System Center Operations Manager, HP Operations Manager, and many more.

    For additional monitoring tools, including standalone tools for network, server, and storage management, you can quickly integrate through a simple REST API, SNMP, or JavaScript‑based custom connectors.

  • Built-In and Custom Event Filters

    Event Management brings in raw events and processes them to generate more qualified alerts. Built‑in filters automatically evaluate various criteria to reject, normalize, and/or de‑duplicate events, so the alert signal can be isolated from the event noise. ServiceNow de‑duplicates events from multiple monitoring tools into a single, normalized alert.

    Monitored nodes correlate with ServiceNow Configuration Management Database (CMDB) configuration items (CIs), so all future events that come in on a node can relate to a CI. ServiceNow recognizes CIs in maintenance mode, suppressing any incoming events associated with those CIs.  

    In addition, you can create custom filters, such as to filter out events from a demo source. Thus, you can address events related to mission‑critical business services, ensuring service uptime and business continuity.

  • Predictive Machine Learning Capabilities

    Prevent service outages by using machine learning techniques for predictive alerts so you can be proactive and take action before an outage occurs. The predictive alerts feature predicts knock‑on effects of critical alerts, with percentage of probability, based upon historical event patterns.

    By adding ServiceNow Operational Intelligence to Event Management, you can also use operational metrics to detect anomalies that may indicate potential service outages.

  • Consolidated Overview Dashboard

    The Event Management overview dashboard provides a consolidated view of infrastructure and service health. Charts and tables in the dashboard provide an at‑a‑glance view of all alerts, associated incidents, top alert‑generating CIs, and affected services. Current alerts, daily‑digest alerts, and weekly alerts are shown in order of severity. You can use the charts to isolate a particular machine or CI that is generating events through different monitoring tools.  

    To view the status of all services, you can look at an overview of alerts and their associated incidents listed by severity. This approach enables you to prioritize incidents and take corrective action sooner. Like all ServiceNow dashboards, the visualizations are interactive and can be easily drilled into to see more details. 

    Event Management also allows you to do mashups of ServiceNow data, such as incidents, changes, and outages. These can be viewed from a centralized dashboard, enabling you to see a correlation of events and tasks with data on all services and CIs—so you can identify issues quickly. In addition, the overview dashboard can be enriched with powerful insights and ad‑hoc filtering provided by ServiceNow Performance Analytics.

  • Service Impact View

    Event Management uses ServiceNow Service Mapping to correlate alerts with services—providing a service impact view to help you identify problems and prioritize them appropriately. Once Event Management raises an alert, the alert maps to CIs, including business services. Through an interactive service map, you can easily see impacted CIs and their upstream and downstream dependencies.

  • Automatically Actionable Alerts

    Rules may be applied to alerts to facilitate faster resolution of service‑impacting issues. These rules automatically trigger various actions in ServiceNow Incident Management, knowledge base, and more. You can create a rule to autogenerate high‑priority incidents for alerts based on severity and another rule to associate a knowledge base article with the high‑priority incident to resolve the underlying issue. 

    Alert rules can trigger workflows or present automated remediation options through integration with ServiceNow Orchestration to restore services quickly. You can also define SLAs for business services and CI statuses and measure the availability of business services and CIs.

Resources

Event Management Is Part of…

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ServiceNow IT Operations Management

Proactively eliminate service outages and manage hybrid clouds with service visibility, availability, and agility.