As a key addition to the AIOps product in ServiceNow, the new AIOps Experience app seeks to transform the user's experience with IT Operations Management (ITOM) Health. With capabilities such as Express List, Integrations Launchpad, and AIOps Dashboards, this app has greatly enhanced the user experience within the Service Operations Workspace.
In this blog post, we will explore the remarkable features of AIOps Dashboards.
Discovering AIOps Dashboards
Chances are that your organization has a plethora of custom dashboards designed to gauge the effectiveness and value of ServiceNow IT Operations Management. Some might not even be within the ServiceNow ecosystem, requiring alternative reporting tools. If this scenario resonates with you, managing and sustaining these dashboards seems like a difficult task. The AIOps dashboards are here to help you overcome this challenge.
Leveraging performance analytics, the AIOps Dashboards deliver certified out-of-the-box (OOTB) dashboards for ITOM users in the Service Operations Workspace. These dashboards facilitate better decision-making, optimal resource allocation, showcase ROI and value realization through ServiceNow, and enhance efficiency in handling intricate technology environments.
The AIOps Dashboards comprise three types of dashboards:
- Operational
- Value Realization
- Technology
These dashboards offer versatile filtering options and can be tailored to your requirements. However, the default dashboards are impressive in themselves, as will be demonstrated in the latter part of this blog post.
AIOps Operational Dashboard
Covering all operational aspects of your AIOps estate, the AIOps Operational dashboard includes:
- Events and Alerts
- Agent Health
- HLA Operational
Events and Alerts
The Events and Alerts page provides insights into recent events and alerts, showcasing performance trends and a summary of received and processed events. Key metrics in this dashboard include:
- Incident compression rate
- Alert grouping coverage
- Noise reduction (events to alerts compression)
- Top 20 event sources
- Alert grouping
- Most impacted Configuration Items (CI)
- Alerts without CI
- Top 20 alert sources
Agent Health
The Agent Health page displays real-time status and distribution of agents by version, MID server, and operating system. This offers a quick overview without the need to manage individual agents. Metrics covered include:
- Agent status breakdown
- Agent by data collection status
- Silent/Off agents
- Agent by version
- Agent by MID server
- Agent by OS
HLA Operational
For those utilizing Health Log Analytics (HLA), monitoring throughput and performance is crucial. Out-of-the-box metrics include:
- Number of logs processed
- Alerts created by tags
- Endpoints streamed
- Logs by level state
- Logs per application service
- Logs per host
- Error rate per application service
- Error rate per component
AIOps Value Realization Dashboard
As the name suggests, the Value Realization dashboard focuses on demonstrating the impact of AIOps through common KPIs and charts over a specified time range. Metrics include noise reduction and the impact on the business.
AIOps Technology Dashboards
Covering diverse organizational environments, the AIOps Technology dashboards offer metrics tailored to specific monitoring needs. Out-of-the-box technology dashboards include:
- VMware vSphere Monitoring
- Windows Server
- Azure Monitoring
- AWS Monitoring
- GCP Monitoring
- HTTP
These technology dashboards come with additional filtering options for time range, configuration item, and operating system. Empower administrators to make swift and informed decisions with AIOps Dashboards, revolutionizing the way you manage and optimize your IT operations.
How ServiceNow AIOps Improves IT Operations Efficiency
Uncover Data Silos to Identify Cause and Impact of Failures
Traditionally, IT teams have manual processes and work with data silos and disintegrated systems or tools, resulting in operational inefficiency. Often IT teams already burdened with a stream of infrastructure events are not acutely aware of the severity of events, their root cause, and how they impact the business.
ServiceNow is a single record system and AIOps cuts through the noise bringing out actionable insights at a centralized location in dashboards. Without having to go through data silos, data is correlated to understand the impact and root cause of failures. Having actionable alerts and impacted services displayed on a single dashboard saves time for the IT staff. The ServiceNow centralized system ensures transparency in communication and monitors IT infrastructure efficiently.
Reduce Issue Resolution Time with Automation and Self Service
Another advantage of AIOps in ServiceNow ITOM is that historical and real-time data can be used to identify and resolve the issues proactively. With historical data, it becomes easier for IT to find out how a similar issue was resolved in the past and use the same solution to automatically resolve the issue at hand.
To facilitate the resolution of repetitive issues, ServiceNow Knowledge base provides self-service options in the form of knowledge articles that specify solutions for various recurring problems. This way, IT teams can reduce the “Mean Time To Repair” (MTTR) and improve overall operational efficiency. The same self-service capabilities can also be used to solve real-time issues. Using predictive intelligence capabilities, an issue can be automatically detected proactively and can alert IT teams or be solved automatically. It can also optimize organizational processes and scale to meet increasing data volume and complexities.
Improve Operational Efficiency
ServiceNow AIOps can increase operational efficiency tremendously by applying machine learning to automatically analyze large quantities of events and data and process them for accurate correlation and identification of root-causes. AIOps can prevent service outages and other problems in the future significantly. According to ServiceNow, it observed: “a 67% reduction in P1 and P2 incidents, saving hundreds of hours of employee productivity.”
AIOps also increases agility in business to accommodate easy adoption of new tools and processes effortlessly, which is a critical need of most businesses. It is for these reasons that ReportBuyer's projects that the AIOps global market share will reach $20.1 billion by 2027.
Conclusion
Implementing ServiceNow AIOps does not demand as much as most large-scale AI initiatives do. Since the platform is based on existing IT operations knowledge, it doesn't require dedicated experts. It can be adopted without requiring major changes in processes or reskilling IT staff. Adopting AIOps can be the starting point of introducing AI culture within the organization and understand the viability of implementing AI on a much larger scale.
If you are looking for expert ServiceNow consultants to implement the latest ServiceNow offerings in your organization, contact us. As a ServiceNow Partner, V-Soft has the required expertise and experience to help you optimize your IT Operations Management (ITOM).
