ServiceNow – Event Management

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Increase Value from Existing Tools

Consolidate events captured by multiple infrastructure monitoring tools by integrating with them through out-of-the-box connectors, REST API, or SNMP


Understand Event Impact on Services

Transform infrastructure events into actionable, service-aware alerts and then see how business services are impacted through a service health dashboard and business service management maps.


Improve Service Availability

Eliminate service outages by using a range of advanced machinelearning techniques to predict and prevent services outages; integrating with ServiceNow’s incident, problem, and change capabilities; and triggering IT processes or automated remediation options.

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ServiceNow Event Management reduces event noise generated by third-party monitoring tools, uses predictive machine-learning techniques to prevent outages, and creates actionable alerts that enable IT to eliminate service outages. 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 de-duplicate the incoming event stream to generate alerts, 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 service outages. 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.


Service health dashboard makes it easier to identify issues and take action to eliminate service outages.

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, contextually-aware action from alerts by automatically creating incidents,

associating knowledge base articles, setting rules to trigger workflows, or providing automated remediation options through

ServiceNow Orchestration.

With integrated, service-aware Event Management, IT can proactively focus on issues that have high impact on business services

and can act in a fast or preventive fashion to ensure service availability.


Predictive alerts feature predicts, with percentage of probability, knock-on effects of critical alerts.

IT can prevent service outages by using out-of-the-box machine-learning techniques for predictive alerts and anomaly detection.

The predictive alerts feature predicts knock-on effects of critical alerts, with percentage of probability, based upon historical alert patterns.

By adding ServiceNow Operational Intelligence to Event Management,

IT can also use operational metrics captured by monitoring tools to detect anomalies, which may indicate potential service outages.

Operational metrics uses dynamically adjusted thresholds to flag out-of-band behavior of CIs, which may not be captured by events.


Automatically Actionable Alerts 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.

IT can create a rule to auto-generate high-priority incidents for alerts based on severity and another rule to associate a knowledge

base article with the high-priority incident to resolve the underlying issue.

Alert rules can also trigger workflows or present automated remediation options through integration with ServiceNow

Orchestration in order to restore services quickly. IT can also define SLAs for business services and CI statuses and measure

the availability of business services and CIs.

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Additional information


ServiceNow, Quintica(Custimisation and Configuration)


Monthly per user


Desktop, Mobile


Windows, Linux, iOS, Android, Windows Phone








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