Operational intelligence
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This document discusses operational intelligence and how ServiceNow helps IT operators manage incidents and ensure service availability. It describes the challenges IT operators face in understanding impacts, prioritizing events, and restoring services across hundreds of technologies. ServiceNow provides tools to consolidate events, map events to configuration items, analyze service impacts, and perform root cause analysis. These capabilities help improve service availability through event management and service mapping.
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Operational intelligence
- 1. © 2016 ServiceNow All Rights ReservedConfidential ServiceNow Operational Intelligence Puru Amradkar Sr. Product Manager
- 2. © 2016 ServiceNow All Rights Reserved 2Confidential Service Outages Make Headlines and Disrupt the Business
- 3. © 2016 ServiceNow All Rights Reserved 3Confidential Business Service IT Operations Challenges
- 4. © 2016 ServiceNow All Rights Reserved 4Confidential Evolution of IT Technologies
- 5. © 2016 ServiceNow All Rights Reserved 5Confidential Today: Life of IT Operator Challenges: • Must understand the impact on 100s of services • Must prioritize 1000s of events • Must determine how to quickly restore services • Understand the changes made to the environment
- 6. © 2016 ServiceNow All Rights Reserved 6Confidential Life of IT Operator with SNOW
- 7. © 2016 ServiceNow All Rights Reserved 7Confidential Key Customer Use Cases
- 8. © 2016 ServiceNow All Rights Reserved 8Confidential Operations Intelligence • Consolidate events from different sources • Filter incoming events to reduce noise and generate qualified alerts • Map events to CMDB Cis • Suppress alerts due to planned maintenance • Service impact analysis • Service availability dashboard for understanding service health • Spawn any ServiceNow task from an alert • Alert remediation: automated or manual • Troubleshooting capabilities utilizing events and performance data Improve Availability by combining event management and service maps to maximize service health
- 9. © 2016 ServiceNow All Rights Reserved 9Confidential Alert Correlation/Aggregation INT125632
- 10. © 2016 ServiceNow All Rights Reserved 10Confidential Alert Correlation/Aggregation • Temporal analysis • Topological analysis • Rule based correlation • Semi-supervised learning
- 11. © 2016 ServiceNow All Rights Reserved 11Confidential • RCA – CMDB & Service Mapping – Causality analysis • RCA Model tuning – Define multiple causal state models – A/B testing Root Cause Analysis
- 12. © 2016 ServiceNow All Rights Reserved 12Confidential Operational Metrics
- 13. © 2016 ServiceNow All Rights Reserved 13Confidential Q&A
- 14. © 2016 ServiceNow All Rights Reserved 14Confidential Appendix
- 15. © 2016 ServiceNow All Rights Reserved 15Confidential Live Demo
Editor's Notes
- Today’s enterprise is challenged to ensure availability of services. When business services are disrupted – be they e-Commerce, Finance/Payroll, CRM or other – a company can be affected in two critical areas: cost and reputation. The CIO and in fact the rest of the C-Suite, cares most about ensuring business services are available and issues affecting them do not affect the business.
- This slide shows as IT evolution is happening alerts are increasing along with noise is also increasing
- This slide shows as IT evolution is happening alerts are increasing along with noise is also increasing
- EVENT SOURCES INCLUDE SCOM, SOLARWINDS, NETCOOL HPOM, HYPERIC, VREALIZE FILTER USING SIMPLE CONDITION BUILD OR POWER OF REGEX MAINTENANCE INCLUDES CI IN MAINTENANCE, CI INVOLVED IN ACTIVE CHANGES CREATE YOUR OWN USE CASES IN ISTANBUL SERVICE MAPPING PROVIDES IMPACT ANALYSIS FOR DISCOVERED SERVICES TYPICAL TASK IS INCIDENT
- Improved detection In noisy alert environments, important incidents often fall through the cracks because IT teams are overwhelmed with notifications and don’t know where to start. By intelligently grouping alerts into related incidents, alert correlation makes it easier to spot critical issues and identify root cause. Faster remediation With alert correlation, you are provided the full context of an incident instead of just a single data point. For example, you could quickly discover that an entire cluster is experiencing disk issues, instead of wasting time analyzing an isolated disk I/O alert. Resolution times are faster because fewer alerts get lost in the stream of noise. This means that issues can usually be resolved before they affect the customer. Better productivity Alert correlation improves the ability of IT to manage emergency situations by reducing the number of items they have to address. Teams can then use their time wisely, instead of engaging in repetitive manual correlation work.
- Alert aggregation is a method of problem solving that organizes alerts based on temporal correlation and structural features. Its main objective is to reveal significant relationships between alerts so that Alerts can be combined and treated as a single phenomenon. Key relationships between alerts can be discovered and stored for analysis. Noise can be eliminated by only displaying alerts that are related.
- Root cause analysis (RCA) is a method of problem solving that tries to identify the root causes of faults or problems. A root cause is a cause that once removed from the problem fault sequence, prevents the final undesirable event from recurring. Assign probabilities to root causes when a significant event (alarm, failure, etc.) could have been the result of more than one upstream event so that most likely root causes can be investigated before less likely root causes. Discover causal relationships between events unknown to the designer of the service model.
- The final capability enables IT Operations personnel to use Event Management’s Operational Metrics to identify potential service outages and prevent them from occurring. Operational metrics, based on historical threshold data, indicate anomalous behavior of CIs which may not be captured by events. High anomaly scores for CI metrics can indicate that a CI may be at risk to cause a service outage. Anomalies can be promoted to become alerts on the alert console and service health dashboard for preventative action. Operational Metrics can be collected in a similar way to events and forwarded to a ServiceNow instance for processing. In the Istanbul release, ServiceNow provides an OOTB connector to collect metrics from Microsoft SCOM.