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Get started with Operational Intelligence

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Get started with Operational Intelligence

Complete the following setup and initial configuration steps to start using Operational Intelligence.

About this task

Raw metric data, collected by data sources (such as SCOM) needs to reach the Operational Intelligence MID Server, where Operational Intelligence can process and analyze it. You can set up Operational Intelligence to receive raw metric data from external data sources using either pull or push mechanism.

Note: Some terms used in the video, have changed in London.

Using either method (pulling or pushing) requires the configuration of the Operational Intelligence Metrics MID Server extension. The main roles of this extension are to normalize the raw data, and to detect any anomalies. The normalized data and anomalies (if above the specified threshold), are then transmitted to the instance.

Some of the following steps for setting up Operational Intelligence, must be completed regardless of the method used. Other steps depend on the method used for transmitting data between the data source and the MID Server:


This method requires using a connector that is configured to pull data from a specific data source that is collecting raw metric data. You can use a pre-defined connector such as SCOM (which was previously defined for pulling events from SCOM), Azure platform, or AWS, or configure a new custom connector specifically for the external source that is used in your environment.


This method uses web service APIs and is based on client-side tools that push the raw data from the external source to the MID Server. This method requires that the Operational Intelligence Metrics extension is configured with the Enable REST Listener option enabled.

You also need to configure the Web Server extension, which starts a Web Server on the MID Server. Request handlers are added on the Web Server that listen to any incoming metric data that was pushed from the external source.

Watch the Event Management | Collecting Events and Metrics short video about using MID Servers for pulling and pushing metric data.

Operational Intelligence guided setup provides a sequence of tasks that help you configure Operational Intelligence on your ServiceNow instance. To open Operational Intelligence guided setup, navigate to Guided Setup > ITOM Guided Setup, and click Continue. Then scroll to Operational Intelligence, and click Continue. For more information about using the guided setup interface, see Using guided setup.

Alternatively, you can complete the following procedure.


  1. Activate the Operational Intelligence plugin.
  2. Configure a MID Server and a MID Server distributed cluster for Operational intelligence: Create a MID Server cluster with the Distributed type. Then add to that cluster at least one MID Server with the required hardware, software, and other configurations, and with the Metric capability from the Operational Intelligence plugin. If the default SCOM connector is used, then the same MID Server that is used to collect events, should be used for Operational Intelligence.
  3. Configure the Operational Intelligence extension.
  4. To configure for pulling, complete the following for each data source that you want to use for collecting metric data.
    1. Navigate to Event Management > Connector Definitions to determine if there is a pre-defined connector definition for the data source, and then create a new connector definition if need to (The pre-defined SCOM connector for example — is configured for pulling events from SCOM).
    2. Configure a metric connector instance for the data source (For a SCOM connector for example — see Configure the SCOM connector instance).
  5. To configure for pushing:
    1. Configure the MID Web Server extension.
    2. In the Operational Intelligence Metrics extension, ensure that the Enable REST Listener option is enabled, and that the MID Web Server Extension is set.
    3. Create the client scripts that push the raw data from the external source to the MID Server.
  6. Choose and configure metrics to monitor.
  7. Create event rules to map raw metric data to specific CI types and Create an event rule to bind metric events to host CIs.