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Operations Evolved.

by Evanios
by

Your Ideas Visualized

on 27 March 2014

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Transcript of Operations Evolved.

Operations

Evolved.

Grow ACV
Customer defined ordering,
no complex phases.
Rule

Configuration.
All installation and configuration of agent handled from platform.
Agent

Configuration.
Rule

Types.

Risk and Complexity
Service Restoration Time
Manual Effort
Single pane of glass
Benefits.
Event Management
on the ServiceNow

cloud platform

Show events option
Lights up color of highest severity event
BSM Map/
Impact Analysis.
Link to incident that was automatically generated
Affected Services auto-populated
Link to CI auto-populated
Event

View.
Event Management

is the process that
monitors all events that occur through the IT infrastructure
to allow for normal operation and also to detect and escalate exception conditions.
Incident Management

concentrates on
restoring the service to users
as quickly as possible, in order to minimize business impact.
What

is

Event Management?

(according to ITIL v.3)
Operations

View.
Additional Actions on right click
Common actions with buttons
Easy Sort and Filter
Configurable list view
Configurable event classes and views
Open integration Tool Set.
Lack

of visibility

Abundance

of tickets

Manual

labor

Delayed

service restoration

High operations

cost
Application not Responding
Router is down
Host ping not responding
Server is down
5 Events
Example Use Case.
1 Incident
Rules Engine
Actionable Enriched Incident:
Router is down
Port is down
<No code>

required.
Concept.
Consolidate

events from across the enterprise
Correlate

them to a business service
Create

simple actionable incidents
Actually,

there is a better way.
Our

way.
Integrates natively
with ServiceNow ITSM
applications

Integrates
with popular monitoring solutions

Advanced Rules Engine, no coding required
for complex event processing

Correlates events
across the enterprise

Gets a
meaningful incident to the correct team
to restore service

Performs
Impact Analysis

=
/
Detect*
Filter*
Transform*
Blackout
Significance
Dedupe
Correlate
Relate Retrieve
Close
Trigger Automation
Trigger Incident
Run Rule Later
Run Script
* Can run on Agent.
Correlate events
Understand service impact
Change aware
Ease of use
Built to integrate
Rapid implementation
Create champions
Increase value of IT Service Automation suite
Integrate fast
Produce value
Beat the other guys
Support Group Assigned:
Network
Other Groups Notified:
Server, Application
Affected Business Services:
PeopleSoft
ITSM Enabled Event Processing
Incident Reduction
Integrate Quickly
is a unique solution
built and natively integrated

on
the cloud platform.

Result.
>
Limited

Integration

Separate

integration methods

Limited

communication between groups

No

understanding of service impact

No

correlation
Thank you.
Provide operations a
unified console
which is seamlessly integrated into the ITSM solution, giving operations center a complete view.
Reduce noise, manage what matters, and correlate multiple events into
a single more meaningful ticket.
Affected services are populated directly into the event, so
decisions can be made with a service context.
Benefits.
Visualize how changes are impacting the environment through
BSM maps and blackout events
during change windows.
No-code rules engine
with form based configuration.
Pre-built integrations to popular tools and custom
integrations are a breeze.
Can be
implemented in a fraction of the time
required for traditional event management solutions.
Less
Why Recommend?
CreateNow, Orchestration, and Discovery
licenses may be needed.
Get the operations center using
ServiceNow 24x7.
Solution integrates with every aspect of
ITSM.
Pre-built integrations to popular tools,
and even custom integration effort is reduced significantly.
Help customers
isolate issues and restore service faster.
Lock them out
of yet another ITIL process.

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Full transcript