Configure the Operational Intelligence extension

Configure the MID Server Operational Intelligence extension to enable the MID Server to pull raw metrics from external systems, to detect anomalies and report anomalies to the instance along with raw data. This MID Server Operational Intelligence extension is required and must be running in order for your system to be able to collect Operational Intelligence data.

Before you begin

See Get started with Operational Intelligence for the high level steps of setting up Operational Intelligence.

Role required: evt_mgmt_admin

About this task

The MID Server Operational Intelligence extension normalizes the raw data and then transmits the data to the instance. If the extension detected any anomalies above a specified threshold, they are sent to the instance. The extension runs for as long as it is enabled. This provides a persistent connection to the MID Server to constantly listen for raw Operational Intelligence data from external systems.

The MID Server Operational Intelligence extension:
  • Receives raw metric data, batches them and sends them to the instance at specified intervals.
  • Detects anomalies and sends a report to the instance.
  • The information that is sent to the ServiceNow instance is relevant for Operational Intelligence, so data processing is efficient.

The MID Server Operational Intelligence extension does not provide any API calls. However, when the Enable REST Listener option is selected, the extension adds a handler for the supported REST APIs.

  • Only upon configuring the Operational Intelligence extension, the Operational Intelligence MID Servers actually join the distributed cluster for Operational Intelligence.
  • After the initial configuration, the first metric is not included in the metrics data. 
  • There is a delay of one minute in receiving metric information from the synchronization of the instance with the MID Server.


  1. Navigate to MID Server > Extensions > Operational Intelligence.
  2. In the Operational Intelligence Manager Contexts list, click New.
  3. Fill in the fields, as appropriate.
    Field Description
    Name A unique name for this extension for easy identification.
    Short description A description of this extension.
    Status This field is auto-populated with the status of the extension. The field is blank until the extension is started. After issuing a command to the extension, one of the following values is displayed:
    • Started: The extension is running.
    • Stopped: The extension is not running.
    • Offline: The MID Server is down.
    • Error: The extension failed with an error (the error message is displayed in Error Message).
    • Warning: A run-time exception has occurred. The extension continues to work.
    Error Message Message describing any error that causes a command, such as Start or Stop, to fail. This field appears when the value in the Status field is Error and also when the value in the Status field is Warning.
    Execute on Location for running this extension. The possible options are Specific MID Server or Specific MID Server Cluster. When configuring this option for use with Operational Intelligence, specify the MID Server with ServiceAnalytics as a supported application and the ITOA Metrics capability.
    MID Server Depending on your selection in Execute on, the name of the designated MID Server, or MID Server cluster respectively:
    • If you selected Specific MID Server, the name of the designated MID Server.
    • If you selected Specific MID Server Cluster, the name of the designated MID Server cluster. This option is not recommended for Operational Intelligence when used in a PUSH configuration.
    If you selected the MID Server cluster option, an algorithm determines which server in the cluster runs the extension.
    Executing on [Read-Only] The name of the MID Server on which the extension is running. This field shows the name of the MID Server even if the MID Server is down. If the user stops the extension, this field is empty.
  4. When using the Push method for collecting Operational Intelligence data, the MID Server Operational Intelligence extension must be configured with the Enable REST Listener enabled. This option enables a listener so that a REST endpoint can receive raw metric data. The raw metric data is then placed in the regular data flow where the data is sent to the instance and the anomaly detector looks for anomalies. When selected, it adds a handler to the web server to listen for any metrics that are pushed to the MID Server. When this option is selected, the Web Server extension, which starts a Web Server on the MID Server, must also be configured. For more information, see Configure the MID Web Server extension.
  5. Right-click the form heading and select Save.
  6. Under Related Links click Start to save the Operational Intelligence data in this extension and start the extension.
    Table 1. Commands available in the MID Server Operational Intelligence extension
    Related Link Description
    Start Starts the extension on the configured MID Server if it is currently not running.
    Stop Stops the running extension on the configured MID Server. No action is taken if the extension is not running.
    Restart Stops, then starts the extension on the configured MID Server.
    Test The test is not relevant to Operational Intelligence. Parameters are not tested or validated when Test is run.
    Update parameters Sends the latest saved parameters to the extension.