Enterprises rely on IT to provide the foundation for business services for maintaining all resources such as cloud instances, serverless infrastructure, network infrastructure, storage, etc.

1. ServiceNow Event
Management
Enterprises rely on IT to provide the foundation for business
services for maintaining all resources such as cloud
instances, serverless infrastructure, network infrastructure,
storage, etc. IT may use multiple tools to monitor these IT
resources, but often the high volume of events from different
tools make it difficult to understand the root cause and take
corrective action. Furthermore, there is little visibility into the
relationship between infrastructure events and business
services, making it difficult to understand which issues
should be tackled first. There is no simple, automated way to
remediate imapcted services. The result is more service
outages and longer Mean Time to Repair (MTTR).
The IT challenge
The ServiceNow solution
ServiceNow® Event Management reduces event noise
generated by monitoring tools, using real-time intelligence
such as machine-learning techniques to correlate events to
alerts and incidents. The application brings events captured by
existing infrastructure monitoring tools into ServiceNow for
consolidation, analysis, and action. Events are then processed
through filters that normalize and duplicate the incoming event
stream to generate alerts and incidents, reducing event noise
by up to 99%.* When used with ServiceNow® Operational
Intelligence, Event Management can also generate alerts from
infrastructure anomalies that indicate potential performance
issues. Event Management may also be used with
ServiceNow® Service Mapping to map alerts to service maps
and provide an intuitive service health dashboard, enriched
with service-impacting alerts. IT can take fast, action from
alerts by triggering workflows to automatically create
incidents, through ServiceNow® Orchestration.
Consolidate events captured by
multiple infrastructure monitoring
tools by integrating them through
out-of-the-box connectors, REST
API, or SNMP.
Transform infrastructure events into
actionable alerts and incidents that
point to the root cause of the service
issues. All of this data is collected in the
Event Management Dashboard for
quick action and reduced MTTRs.
Reduce service outages by using a
range of advanced machinelearning
techniques to identify and lessen
service issues by integrating
ServiceNow’s incident, problem, and
change capabilities.
Increase value from
existing tools
Understand root cause
of service issues
Improve service
availability
Jade Global 2019 www.jadeglobal.com
Benfits

2. Integration with monitoring tools
Built-in and custom event filters
Service health dashboard makes it easier to identify issues and take action to reduce
service outages.
Event Management can integrate with multiple
infrastructure-monitoring tools to receive events for
processing and action. Event Management has out of the
box connectors. It can integrate to applications, databases,
cloud resources, networks, and storage devices via REST
API, SNMP or JavaScript-based custom connectors.
Event Management brings in raw events and processes
them to generate more qualified alerts for the affected
configuration items. Built-in filters automatically evaluate
various criteria to reject, normalize, and/or de-duplicate
events, so the alert signal can be isolated from the event
noise. ServiceNow de-duplicates events from multiple
monitoring tools into a single, normalized alert. Monitored
nodes correlate with ServiceNow® Configuration
Management Database (CMDB) configuration items (CIs),
so all future events that come in on a node can relate to a
CI.
IT can detect root cause issues and reduce service outages by
using out-of-thebox, machine-learning techniques. By adding
ServiceNow Operational Intelligence to Event Management, IT
can also use operational metrics captured by monitoring tools
to understand performance issues, which may indicate
potential service outages.
Operational metrics use dynamically adjusted thresholds to
flag out-of-band behavior of CIs, which may not be captured
by events. The process promotes qualified anomalies to IT
alerts for action.
Identify root cause issues and reduce
service outages
The Event Management overview dashboard provides a
consolidated view of the service health. The dashboard
aggregates and correlates top alerts causing business
service degradations. IT can easily identify service issues
and which alerts are causing it. Event Management
groups similar alerts together so IT gets only the most
actionable information. To view the status of all services, IT
can look at an overview of alerts and their associated
incidents listed by severity. This approach enables IT to
prioritize incidents and take corrective action sooner.
Event Management Dashboard enables IT to see a
correlation of events and tasks with data on all services
and CIs—so they can identify issues quickly.
Event Management Dashboard
Jade Global 2019 www.jadeglobal.com

3. Alert Intelligence shortens the mean time to repair (MTTR)
and simplifies the operators experience by aggregating all
the critical information necessary to address the alert in one
console. Leveraging real-time intelligence and machine
learning technologies, it provides a set of prioritized alerts
for the impacted business services. For each prioritized alert,
it provides aggregated information such as current repeated
alerts, past alerts similar to the current alert, past incidents
and knowledge based articles to aid root cause analysis.
Based on real-time analysis, historical data and service
context, it presents potential root cause issues, and allows
collaboration with impacted teams. Finally it also presents
potential remediation options that include past actions that
were taken for similar root cause. All of this is available in a
single console such that the user can have the fastest route
from events to alerts to incidents to resolutions and have a
good operations experience throughout the process.
Alert Intelligence Automatically actionable alerts
Event Management uses ServiceNow® Service Mapping to
correlate alerts with services— providing root cause
analysis and service impact view to help IT identify
problems and prioritize them appropriately. Through an
interactive service map, IT can easily see impacted CIs and
their upstream and downstream dependencies. The root
cause analysis provides a single or group of CIs causing
issues which speeds up resolution.
Service impact view
IT gets a superior rule designer to manage rule definitions,
define alert conditions, and set remediation actions via Flow
Designer, IntegrationHub, and external applications. Rules
may be applied to alerts to facilitate faster resolution of
service-impacting issues. These rules automatically trigger
various actions in ServiceNow® Incident Management,
knowledge base, and more.
Faster impact and root cause analysis
Jade Global provides enterprise business application implementations, integrations, software product engineering, Cloud services,
technology advisory, testing, and managed services across diverse industries. We are headquartered in San Jose, California with U.S.
offices in Philadelphia and Los Angeles. Jade Global is an Oracle Platinum Cloud Select partner, Salesforce Silver Partner,
ServiceNow Silver partner, Dell Boomi Certified System Integrator Partner and Microsoft Gold partner. We have additional
strategic partnerships with NetSuite and Zuora. Jade has been recognized as one of the fastest-growing companies in North
America by Inc. 5000 and was featured on the Fastest Growing Private Companies list in the Silicon Valley Business Journal.
Jade Global 2019 www.jadeglobal.com