The ServiceNow® ITOM Health product includes the Event Management, Agent Client Collector, and Health Log Analytics applications. With ITOM Health, you can track and maintain the health of the services in your organization. ITOM Health was enhanced and updated in the Vancouver release.

ITOM Health highlights for the Vancouver release

Event Management highlights:
  • Improve the user experience and correlation logic for tag-based alert clustering. Alert correlation rules enable you to manually classify alerts into primary and secondary, and establish a relationship between them. Use alert correlation rules to group alerts that are related. Alert clustering tags enable you to create an alert group from fewer alerts.
  • Let your operators access the knowledge articles that can help them do their jobs better through Agent assist.
  • Increase the agility and time to value by adding a configurable, separate domain for alerts. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains.
  • Get more information about alerts by using the alert tags mapping from non- CMDB tables.
Agent Client Collector highlights:
  • Reduce the number of false-positive anomaly alerts by setting rules to determine which alerts should be promoted to IT alerts.
  • Consolidate your promoted alerts into a single alert. By using alert grouping, you can reduce the number of anomaly alerts that your system receives.
  • Use the Monitoring Technology Dashboard to monitor AWS, GCP, and VMware vSphere services.
Health Log Analytics highlights:
  • Mute unimportant alerts for all components of an application service.
  • Receive notifications on your data input pages when the AI engine is down and data has stopped streaming.
Important: ITOM Health is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

New in the Vancouver release

Metric Intelligence improvements
Use anomaly detection enhancements in Metric Intelligence to do the following tasks:
  • Detect anomalies on constantly flowing metrics.
  • Indicate anomaly recovery as soon as the metric returns to its normal state.
  • Reduce the narrow metric bounds by extending the module bounds for recurring metrics.

    A recurring metric refers to data that repeats itself over a given period. For example, CPU increasing to 50 percent every day at 9:00 a.m. is a recurring metric.

`Metric Intelligence Advanced Promotion Engine
  • Reduce the number of false-positive anomaly alerts by setting rules to determine which alerts to promote to IT alerts.
  • Consolidate promoted alerts into a single alert. By using alert grouping, you can reduce the number of anomaly alerts that your system receives.

Changed in this release

Anomalies are displayed for metrics classified as near-constant.

Removed in this release

AWS and Azure connectors are not supported in Metric Intelligence.

Activation information

ITOM Health is available with activation of the Event Management plugin (com.glideapp.itom.snac). A more comprehensive ITOM Health package, ITOM Predictive AIOps, must be purchased to enable working with Health Log Analytics. For details, see Event Management setup.

Related ServiceNow applications and features

ITOM Visibility
The ITOM Visibility product consists of Discovery, Service Mapping, Certificate Inventory and Management, Service Graph Connectors, CMDB 360, and Firewall Audits and Reporting . Discovery and Service Mapping provide a unified, connected view of your entire IT network and the services that it supports.
ITOM Optimization
The ITOM Optimization product contains the Cloud Provisioning and Governance feature. Using this feature, you can provision private and public cloud infrastructure and services to achieve consistent management and cost visibility.