0
27.2.17
Australia Patch 5, Australia, Zurich Patch 12, Zurich Patch 8, Zurich, Yokohama Patch 4, Yokohama
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
- AI value is now visible on the AIOps 360 dashboard. A new widget shows estimated time saved based on how many alerts were resolved and analyzed by AI, giving operations teams a real-time view of AI's impact on their workload.
- Express lists now support color-coded visual cues to highlight values (based on existing definitions in sys_highlighted_value). Admins can configure conditional formatting rules on alert columns (e.g., severity, priority) so that critical items are immediately visible through colored indicators and icons — no more scanning through uniform rows.
- Azure Monitor Issues now surface related alerts in context. A new "Related Records" tab appears directly in the alert view for Azure Monitor Issues, letting operators drill into associated alerts without leaving their current workflow.
- Azure Monitor Issues are now bi-directionally synchronized with ServiceNow. The integration supports real-time ingestion of Azure Monitor Issues via webhook and polling, with two-way synchronization of status, severity, title, description, and AI-generated insights. OAuth 2.0 and multi-tenant Azure environments are supported.
- Incident fields in response automations now support free text and static values. When creating incidents through automated alert responses, teams can now enter static text or map custom values to incident fields — restoring flexibility that was previously limited.
- Integration setup instructions are now inline and on-page. Connector setup pages now include a collapsible instructions section covering source system configuration and credentials, eliminating the need to navigate away for documentation.
- Dynatrace Grail problem events are now fully supported. The new connector ingests Dynatrace Grail problem events and automatically binds alerts to the correct configuration item using root cause entity or CMDB tags. Davis AI context, severity mapping, and full event lifecycle (updates, reopens, merges) are supported — including predictive, RUM, synthetic, vulnerability, and business process anomaly events.
- Dynatrace Gen3 event payloads are now supported in the event push connector, alongside legacy formats — no migration required.
- Admins can now limit the volume of related alerts retrieved per connector, giving control over data load in high-volume environments.
- Alert Automation – Multiline text support in compose actions - On the Enrich page's compose action, the text field now supports multiple lines — the box resizes and preserves line breaks and spacing instead of collapsing everything into a single line. This fixes formatted alert descriptions rendering incorrectly downstream.
- Alert Automation – Static values for incident fields in response automations - In the "Create Incident Advanced" response automation action, users can now enter static text values for fields like urgency and priority (in addition to alert-field references) .
Changed
- Express List now fully supports right-to-left languages, including Arabic and Hebrew, with correct mirroring of layout, icons, and spacing.
- All "Now Assist" references across Service Operations Workspace, Express List, Integration Launchpad, and the AIOps AI Specialist onboarding have been rebranded to ServiceNow Otto.
- The Probable Cause tab in the Alerts Preview panel is now called "Related Records" and includes Azure Monitor Issues.
- The Dynatrace Gen3 payload processor now handles both workflow-wrapped and raw Davis Gen3 payloads consistently, with improved severity mapping and entity tag preservation.
Fixed
- Alert automation no longer hangs when the interface language is set to Portuguese.
- The AIOps Supervisor Homepage remains responsive when managing a large number of teammates.
- Express List no longer fails to load when a system property record has a missing type value.
Required Plugins and Products
- Event Management
Dependencies
- Event Management
- Service Operations Workspace
Minimum Platform (Family) Version
- Yokohama Patch 4