0
27.1.1
Australia, Zurich Patch 8, Zurich, Yokohama Patch 4, Yokohama, Xanadu Patch 9, Xanadu Patch 4, Xanadu Patch 3, Xanadu
Standalone Application
The AIOps Experience app is a transformative addition to the AIOps product in ServiceNow, revolutionizing the entire IT Operations Management (ITOM) AIOps user experience. This app introduces powerful capabilities: Express List, Integration Launchpad, Alert Automation, and AIOps Dashboards, each delivering unique value. When combined, they elevate the user experience to a whole new level.
- Express List: The Express List is a game-changer for alert management. It provides a consolidated platform where users can efficiently triage, conduct root cause analysis (RCA), and remediate alerts seamlessly. With real-time updates, dynamic filtering, and an intuitive preview pane, users can stay on top of their alert workflows and take immediate action with unparalleled ease and speed.
- Integration Launchpad: With the Integration Launchpad, users gain access to a hub of seamless connections to various external tools and services. It also simplifies the onboarding of new data sources. This feature enables users to effortlessly leverage their existing ITOM ecosystem within the ServiceNow platform. The Integration Launchpad streamlines data exchange and improves cross-platform collaboration, enhancing efficiency and productivity across the board.
- Alert Automation: Alert Automation within the Service Operations Workspace empowers organizations to handle rising alert volumes and complexity in IT infrastructures effectively. Automation enhances alert resolution times, service reliability, and better scales staff resources. These automations cater to both centralized administrators and distributed teams, enabling qualified teams to independently create and manage their automations. For users familiar with our classic experience, Alert Automation provides a simplified UI, a no-code builder, and enhanced team support for event rules, tag-based clustering, and alert management rules.
- AIOps Dashboards: The AIOps Dashboards offer comprehensive visualizations of critical operational data and insights. Users can monitor key performance indicators (KPIs), track service health, and gain valuable context on the overall IT environment. These customizable dashboards empower users with actionable insights, facilitating data-driven decision-making and ensuring proactive responses to potential issues.
When used together, the Express List, Integration Launchpad, and AIOps Dashboards create a unified, seamless, and efficient user experience. The revamped ITOM AIOps interface empowers IT teams to swiftly identify and resolve alerts, optimize performance, and enhance overall operational efficiency. By providing a consolidated platform for alert management, simplifying integrations, and offering data-rich dashboards, the AIOps Experience app takes ServiceNow's AIOps product to a new level, helping organizations achieve greater operational excellence and deliver exceptional IT services.
The key features of each component in the AIOps Experience app:
Express List:
- Real-time updates: Provides a live and continuously updated list of alerts, ensuring users have access to the latest data and insights.
- Triage and RCA: Enables users to efficiently triage alerts and conduct root cause analysis (RCA) to quickly identify underlying issues.
- Remediation actions: Integrates capabilities that allow users to take immediate action to resolve alerts directly from the list.
- Dynamic filtering: Supports custom filters to focus on specific types of alerts based on priority, severity, source, etc.
- Preview pane: Offers a snapshot of each alert's essential details, allowing users to quickly understand the issue without opening a separate page.
- Alert assist: Uses Now Assist to simplify alerts and provide additional insights to aid triage, root cause analysis, and remediation.
- Managed views: Centralizes the management of views for users according to their group membership.
- Link view: Provides visualization of tag-based alert groups, CMDB groups, and rule-based groups. Each alert carries many attributes. Link View links these attributes, highlights shared elements across alerts, and offers valuable insights into potential root causes.
- Alert group timeline: Displays a visual timeline of alerts in the group, helping users understand the chain of events.
Integration Launchpad:
- Seamless connections: Serves as a central hub for connecting to various external tools and services within the ITOM ecosystem.
- Simplified integrations: Streamlines the integration process, making it easier for users to leverage existing tools within the ServiceNow platform.
- Integrating new custom sources: Provides a simple and intuitive UI to onboard new data sources when connectors are not available.
- Connector health state: Displays key connector KPIs to help optimize integrations.
Alert Automation:
- Ignore automation: Reduces false-positive alerts and manages alert fatigue by filtering noisy notifications, allowing teams to focus on critical issues.
- Enrich automation: Enhances raw alerts with contextual information, transforming them into a standard format for better filtering, automated grouping, and response.
- Group automation: Groups related alerts into a single primary alert to reduce noise and speed up root-cause analysis.
- Respond automation: Automatically notifies stakeholders, escalates as needed, and runs remediation actions. It integrates with third-party systems for cases, notifications, or remediation.
AIOps Dashboards:
- Comprehensive visualizations: Provides rich and interactive visual representations of critical operational data and insights.
- KPI monitoring: Tracks key performance indicators, service health metrics, and other important data at a glance.
- Data-driven decision making: Empowers users with actionable insights from data analysis, facilitating better decision-making.
- Customizable dashboards: Allows dashboards to be tailored to specific needs, focusing on the metrics and information most relevant to users' roles.
When used together, the Express List, Integration Launchpad, and AIOps Dashboards create a cohesive and powerful user experience. They provide IT teams with a comprehensive set of tools to efficiently manage and optimize operations. The combined features not only enhance alert management but also promote seamless integrations and data-driven decision-making, making the AIOps Experience app a valuable asset for organizations striving for operational excellence.
New
- AIOps Supervisor Homepage – A new dedicated homepage for NOC supervisors is now available in the Service Operations Workspace, providing a real-time operational view of AIOps AI Specialist activity, recent alert actions, and team performance.
- AIOps Manager Homepage – A new homepage for the AIOps Manager role gives IT operations managers a centralized landing experience tailored to their persona. The AI Supervising tab features on-demand widget refresh, and navigation links open in the correct workspace context.
- Onboarding experience for the AIOps AI Specialist (limited availability) – A guided onboarding experience is now available for the AIOps AI Specialist role to streamline initial setup and configuration.
- Proactive grouping recommendations in the Alert Automation grouping definition – Proactive grouping recommendations are now available within the Alert Automation grouping definition.
Changed
- Link View has been enhanced to better support mixed alert groups.
Fixed
-
- The Express List layout broke when the browser window was resized to certain widths.
- An "update available" banner was incorrectly displayed when resuming the live list.
- Express List columns were untranslated when viewed in Japanese. (Backport)
- CJK (Chinese, Japanese, Korean) translations in the Express List were displaying vertically instead of horizontally. (Backport)
- Double scrollbars appeared in the Express List at high zoom levels.
- Saving an Alert Management Rule with "Create Incident Advanced" failed in certain scenarios.
- Operators with more than 5 assignment groups could not see their created Enrich automations in the Enrich module.
- Alerts that were manually removed from a group were automatically re-added. This behavior has been corrected.
- A broken documentation link in the alert automation configuration has been fixed.
- The Dynatrace Monitor setup instructions in the Launchpad no longer matched the current Dynatrace console. Instructions have been updated.
- The "Tags" label in the Launchpad was shared across contexts, causing incorrect translations in some languages.
- Two concatenated strings were causing grammatical issues in certain target languages and have been separated to support correct localization.
- Launchpad forms at high zoom levels did not match the approved design. Layout has been corrected at 400% zoom.
- Dotted connection lines were not appearing in the Link View even when connected CIs were returned correctly from the backend.
- The Simulation UI was displaying "MIXED" or "CMDB" labels instead of "This automation" or the saved automation name when the group type was Mixed or CMDB.
- The "All Time (Last 180 days)" option was not showing as selected in the time range picker and was also not being translated correctly.
- Service health percentages used a hardcoded decimal separator, causing display errors in locales that use a comma as the decimal separator.
- Ellipsis menu items in the Log Viewer were always displayed in English regardless of the user's language setting.
- Backspace behavior in Extended mode was incorrect.
- The
evt_mgmt_adminrole was missing write access to Express List properties.
Required Plugins and Products
- Event Management
Dependencies
- Event Management
- Service Operations Workspace
Minimum Platform (Family) Version
- Yokohama Patch 4