ServiceNow Event Management Datasheet

1. ServiceNow Event Management 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. The IT challenge 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). Benfits Improve service availability Understand root cause of service issues Increase value from existing tools 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. Consolidate events captured by multiple infrastructure monitoring tools by integrating them through out-of-the-box connectors, REST API, or SNMP. Jade Global 2019 www.jadeglobal.com

2. Identify root cause issues and reduce service outages 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. Service health dashboard makes it easier to identify issues and take action to reduce service outages. Integration with monitoring tools 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. Built-in and custom event filters 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. Event Management Dashboard 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. Jade Global 2019 www.jadeglobal.com

3. Alert Intelligence Automatically actionable alerts 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. 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 Service impact view 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. 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