Modern organizations are turning to artificial intelligence (AI) technologies within IT operations (AIOps) to tackle the escalating volumes and diversity of data. AIOps platforms offer solutions for analyzing data, automating processes, and predicting issues preemptively, addressing the growing complexity of IT environments.

Key features of the ITOM Health use case include:
  • Ingesting events and metrics through base-system integrations with chosen monitoring systems.
  • Processing events and metrics to create alerts.
  • Correlating alerts and conducting root cause analysis.
  • Detecting anomalies within the system.
  • Calculating the impact on application services.
  • Utilizing the Service Operations workspace for operational management.
  • Automating remediation actions based on alerts.

Application service maps are instrumental for Network Operations Center (NOC) operators located at central hubs as they facilitate precise prediction of root cause alerts and correlation of these alerts with discovered topology data. This correlation enables accurate prediction of service impact, allowing for effective impact analysis to determine the effect on application services, visualized within the application service map.

Products that add value to ITOM Health

In the context of ITOM Health, which focuses on maintaining the health and performance of IT systems and infrastructure, there are several ServiceNow products that can add significant value:
Discovery

Discovery automatically identify and collect information about IT assets, configurations, and relationships, providing organizations with a comprehensive inventory to effectively manage and monitor their IT infrastructure.

Service Mapping

Service Mapping offers detailed information about application instance services within the [cmdb_ci_service_discovered] table. This data helps establish connections between infrastructure and application configuration items (CIs) stored in the [cmdb_ci_appl] table, enhancing visibility into IT environments and facilitating efficient management and monitoring processes.

Service Portfolio Management

Service Portfolio Management (SPM) offers the associated product model, while Software Asset Management (SAM) and Hardware Asset Management (HAM) provide life-cycle data for Technology Portfolio Management (TPM). Together, they enable comprehensive management of IT assets, ensuring effective utilization, compliance, and optimization throughout their life cycles.

Products that benefit from ITOM Health

Incident Management

Incident Management tools leverage downstream information from Event Management to create incidents swiftly, ensuring timely resolution of issues.

Customer Service Management (CSM)

Customer Service Management (CSM) systems benefit from ITOM Health by utilizing application service impact data to identify affected users promptly, enhancing customer support efficiency and satisfaction.