Event Management and Service Analytics release notes

ServiceNow® Event Management and Service Analytics product enhancements and updates in the Istanbul 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.

Istanbul upgrade information

During an upgrade to the Istanbul release, a script converts and moves Event Management rules and events for the release. Even though this script runs automatically, there are configuration tasks you must complete after the upgrade. For more information, see Upgrade tasks for Event Management.

Activation information

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 (com.snc.sa.analytics) is activated automatically when Event Management is activated.

New in the Istanbul release

Guided setup
A guided setup system helps you set up Event Management and configure it to work with your instance, using a series of easy-to-follow panels. To get started, navigate to Event Management > Guided Setup.
Launch application
You can launch a web application from an alert that matches the conditions set in an alert rule.
Operational Metrics
The new ITOM Metric Management (com.snc.sa.metric) plugin provides the Operational Metrics module that enhances Event Management and Service Analytics. Operational Metrics learns from historical metric data, and builds standard statistical models to project expected metric values along with upper and lower control bounds. Operational Metrics then uses these projections to detect statistical outliers and to calculate anomaly scores.
Custom maintenance definition
You can define maintenance rules to mark CIs in maintenance status. When in maintenance status, these CIs are excluded from impact calculation.
Configue event collection from Zabbix
A default Zabbix connector definition is now available.
Correlated alert groups display in the dashboard alert panel
In the Event Management dashboard, when you drill down in an alert, correlated alert groups now display in the dashboard alert panel.
Monitor incoming alerts
Alerts that are members of correlated alert groups are indicated in the Alerts Console.
Personalized dashboard
Dashboard views enable you to create a personalized dashboard query and add it to your favorites links.
Integration of Dependency Views map with Metrics Explorer view
In a Dependency Views map, you can switch to metrics mode to display the Metrics Explorer with operational metrics data for CIs on the map. In this mode, you can access Metric Explorer functions directly from the map, to explore metrics data for the CIs on the map. All map CIs are accessible in the right-hand side pane, from where you can drill into metrics data.
CMDB alert groups
Service Analytics now also correlates alerts for CIs without historical data, based on the CI's relationships in the CMDB. CMDB alert groups are displayed in the alert console and in the Event Management dashboard.

Changed in the Istanbul release

  • Avoid impact to event processing during a platform upgrade: Event Management jobs that started running before the upgrade commenced continue to run during the platform upgrade. For further information, see Upgrade tasks for Event Management.
  • Identifier attributes: You can now change the default set of attributes that Service Analytics alert aggregation uses to form patterns for alert aggregation. Instead of the default attributes (CI/MetricName), you can specify different CI and alert attributes that are used as identifier attributes for learning patterns, which result in alert groups that are meaningful in your environment.
  • Service Analytics correlated alert groups are now referred to as automated alert groups and are displayed along with the other alert groups in the Event Management dashboard and the alert console.
  • Service Analytics root cause analysis (RCA) now also applies to alerts associated with manual services.