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Event Management and Service Analytics release notes

Event Management and Service Analytics release notes

Enhancements and updates to ServiceNow® Event Management and ServiceNow® Service Analytics applications in the Helsinki release.

Event Management helps you identify health issues across the datacenter on a single management console.

Service Analytics enhances Event Management by providing alert data analysis and reports. Service Analytics provides alert aggregation and root cause analysis (RCA) for discovered business services.

Activation information

The Event Management plugin (com.glideapp.itom.snac) requires a separate subscription and must be activated by ServiceNow personnel. This plugin includes demo data and activates related plugins if they are not already active.

The Service Analytics plugin does not require a subscription but it must be activated by ServiceNow personnel. This plugin includes demo data. Request the Service Analytics plugin through the HI Customer Service System. The Event Management plugin must be activated before the Service Analytics plugin can be activated.

New in the Helsinki release

Bi-directional integration with third-party monitoring tools
Your instance can update alerts in the source from where the alert was derived. There is default implementation for SCOM.
JavaScript replaces Apache Groovy
You can write connectors in JavaScript. Apache Groovy is supported for existing connectors but deprecated for new connectors.
Additional default connectors
Integration with VMware vRealize Hyperic and VMware vRealize Operations connectors is provided by default.
Alert correlation
You can configure correlation rules to determine which alerts are related, based on the CI that triggered the alert. The alert console displays only a designated primary alert among a set of correlated alerts, helping you locate the root of the problem that caused the alert.
SLAs for business services and CIs
You can create SLAs for business services and CIs based on alert severity. SLAs help you measure how well your organization resolves conditions that trigger alerts.
CI maintenance and alerts
If a change request is scheduled for a CI or the CI is in maintenance mode, alerts for that CI do not show in the alert console. You can also manually place an alert into maintenance mode.
RCA configurations
Service Analytics provides pre-defined RCA configurations. You can also create a custom RCA configuration to define which alerts are included in RCA. Apply two RCA configurations to real historical data so you can compare the analysis and decide which configuration is most optimal and deploy it.
CMDB property to be used for grouping the alerts used in alert aggregation
The sa_analytics.agg.learner_group_by_property property for Service Analytics enables the Alert Aggregation Learner to group alerts by a specified property and learn the alerts according to the grouping. Patterns can then be learned for a group, such as by datacenter.
Service Analytics reports
  • Value report, which consists of the following reports:
    • Alert Group Compression: Calculations of effectiveness of alert aggregation.
    • Alert Group Feedback: Summary of feedback to correlated alert groups.
    • Alert Coverage: Summary of numbers and percentage of alerts aggregated into correlated alert group.
  • RCA Config Comparison Report: Compares the results of two RCA configurations that were used to analyze actual historical data. After comparing the results, you can decide which configuration is the optimal one for your environment and deploy it.
  • Learned Patterns Report: Metrics for RCA learned patterns that you can sort by frequency of CI/MetricName pair, number of times that a CI/MetricName pair appears in a learned pattern, and calculated score for a learned pattern.
Domain separation
Support for domain separation in RCA and alert aggregation in Service Analytics.

Changed in this release

  • Remote incident (task) integration. Event Management generated tasks, such as incidents and change requests, can be managed on Service Analytics remote instances or also on third-party remote incident management tools. You can set URLs and credentials for remote incident creation in the properties record. You can use a predefined configuration to work with a remote ServiceNow instance.
  • Improved maintenance lookup. Approved change records can be selected to determine the maintenance status of an alert
  • The sa_analytics.rca_enabled property must be set to True to enable Service Analytics RCA.
  • In Service Analytics, you can add or remove alerts from correlated alert groups to make them more accurate and complete.
  • The correlated alert group name in Service Analytics was changed to include the metric name of the alert with highest severity in the group.
  • You can view or create an incident directly from a correlated alert group list view in Service Analytics.