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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.

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 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.

In an initial setup, you can use an automated setup to automate many of the setup tasks. For example, to create a MID Server distributed cluster that contains a single Operational Intelligence MID Server. The following video describes the manual steps for setting up Operational Intelligence.

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. Prepare a MID Server to be configured for Operational Intelligence. For information, see MID Server and MID Server distributed cluster for Operational Intelligence.
  3. Use the Automated Operational Intelligence setup.
  4. To configure for pushing:
    1. Create the client scripts that push the raw data from the external source to the MID Server.
  5. To configure for pulling, 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).
  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.
  8. About10 minutes after the Operational Intelligence Metrics extension has started, run the quick start tests for Operational Intelligence to verify functionality.