AIOps done differently

Keeping digital services running around the clock to support employees working from anywhere
and keep customers coming back requires an AIOps solution that tells you something is about to
fail before it fails, that gives you 3000+ insights on how similar problems were solved, and workflows
to automatically fix the problem. This is only possible with ServiceNow AIOps.

Only with ServiceNow

Realize
Predict Correlate Remediate Outcomes

Ingest all
Events 24/7
Metrics
uptime
Logs Log Event Flow Designer
Traces Analytics Management Automation
Engine

Predict issues Correlate events with Launch workflows for 67% reduction of
before they occur business context from self-healing P1/P2 incidents*
mapped apps
175+ integrations with Improve MTTR by 40%
Reduce noise by 98%* Automation Engine

*Source: Now on Now

With other standalone AIOps tools

Manually set up When issue is identified Lack of visibility

thresholds or build send it to another tool across IT on-premises
query patterns for to get fixed and cloud
known problems only

With ServiceNow Predictive AIOps ingest all Events, Metrics, Logs, Traces from your
applications and monitoring tools
Predict issues, correlate anomalies, identify root cause
Predict issues and present only the critical actionable alerts and services impacted to your
team. Significantly reduce the time it takes to remediate incidents by getting to the root
cause faster to eliminate service degradations and outages before users are impacted.
Provide insights and actions to automatically remediate issues
Use workflows to automatically remediate issues and use 3000+ knowledge-based articles
which include Known Error Responses and a simplified way for your team to capture tips
and solutions.
Get started in just a few weeks and gain fast time to value
Start right away with AIOps. There is no need to wait to have a fully populated CMDB.

servicenow.com/aiops
How ServiceNow AIOps works
Stream real-time Predict incident Corelate anomalies Provide insights, Outcomes
events, logs, based on learned and identify root action, automated
metrics, traces normal behavior cause remediation
1

Improve
Service
Collaboration Availability
Time
2

Noise Text/Tags Grouped Remediation Improve

Alerts Customer
Satisfaction

Topology 3

Insights
ML
Clustering Improve
Engine Agility with
Business

ServiceNow AIOps is different. Predictive AIOps ingests events, logs, metrics and traces from your applications
and monitoring tools across your environment. It learns and models the behavior of your application and does
not need to be told ahead of time which situations to look for. It will learn new situations on the fly and will alert
you when a new anomalous behavior is detected. AI and ML techniques correlate and deduplicate alerts,
surfacing only the few actionable alerts that need your attention. Issues can be automatically remediated
with workflows and resolution can be coordinated with support teams using standard collaboration tools. Only
with ServiceNow, can you catch anomalies you weren’t looking for and resolve them before they impact users.
We use several correlation and anomaly detection techniques to understand the patterns in the data
ingested from your monitoring tools into the ServiceNow platform:
1. Tag-based Alert Clustering - lets you get started right away with AIOps without a fully populated CMDB.
Tag based Alert Clustering applies machine learning techniques to the content of tags to identify patterns,
normalize tags to better organize alerts.
2. Automated Temporal Analysis – this technique uses a nightly job that evaluates a 30-day rolling window to
identify patterns. It uses a simple feedback mechanism where you tell the ML if the alert clustering the ML is
doing is on track and with this simple feedback the ML gets smarter.
3. Topological analysis – where you can use the topology from Basic Discovery or Service Maps to identify
issues
4. Applying AI to logs to identify anomalies in real-time – we also apply AI to logs and the AI learns your
environment without having to be told what to look for and flags you when it sees an anomaly. Unlike other
AIOps point tools the AI does not have to be told where to look in advance, other AIOps solutions have to
have thresholds set or patterns created and then AI seeing those preset thresholds or patterns indicates
there is a problem.
After alerts are correlated, they are grouped into actionable alerts. To fix the problem, you can collaborate
with support teams and / or leverage more than 180 integrations from Automation Engine to automatically
remediate the issue using workflows. The result for your business is - improved service availability, customer
satisfaction and business agility to keep your digital business running 24/7.

servicenow.com/aiops
.

AIOps done differently

ServiceNow Predictive AIOps
• Detects early symptoms based on raw logs without having to tell it where to look in advance
• Provides a description of the root cause with context on how it developed
• Automated workflows and 3000+ known error responses
• Alerts are enriched with their business impact based on Service Mapping

Provide insights, action,

automated remediation
Multi-
Metrics / Traces dimensional
Anomaly Time
detection
Collaboration
Events

Search for Text/Tags

behavior Actionable
patterns Incident
Automated
Adds Workflows
Topology detection of
Raw logs symptoms to
Alerts
problems
Analysis Stage Grouping Stage
your Insights 3000+
monitoring is
Earliest possible Group alerts
not set up to
Known Error
symptoms from raw using ML and
logs and identification other techniques detect Responses
of root cause

AIOps point tools

• You need to tell the AI what problems to look for in advance to identify issues
• Issues identified are only related to the problems you told it to look for
• Correlation happens after the fact, when the business is already impacted

Identify
alerts based
Metrics on pre-
defined
patterns With AIOps point
tools remediation
Events action of an incident
is sent to another tool
Search for which is time
pre-defined
patterns
Incidents consuming and
Related only to
costly integration
the problems you
You set it to search for told the AIOps
specific patterns in logs Alerts tool to monitor

servicenow.com/aiops
Are you getting what you need out of your AIOps tool?

Stand alone
AIOps Capability ServiceNow AIOps
AIOps tools

Root cause analysis Yes Must configure

Hacking attempts Yes No

Must predetermine
and specifically
Anomaly Detection Yes
configure anomaly
to detect

Alert/Event Reduction Yes Yes

Automatic Remediation with

Yes No
Workflows

Infrastructure Predictive
Partial No
Availability
App Predictive Availability Partial No

Intelligent Alert Escalation and

Yes No
Routing
Native integration with
Yes No
AI-powered Virtual Agent
3000+ known error responses
and insights for faster Yes No
remediation

servicenow.com/AIOps
ServiceNow is an AIOps market leader

#1
in Gartner®’s 2021
AIOps
Worldwide
Market Share
ServiceNow has 37% AIOps
market share and 50% YoY
growth Gartner®

Source: Gartner, Market Share: IT Operations Management Software, ServiceNow Named Leader in the Omdia Universe: Selecting
Worldwide, 2021, 6 May 2022 an AIOps Solution, 2021–22
Source: Omdia, Universe: Selecting an AIOps Solution, July 2021

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. Gartner
does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or
other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all
warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Ready to get started?

Predictive AIOps - Fast time to value by design

Week 0 Week 1 Week 2–3 Week 4

Prepare Install and Train and optimize Deploy Expand
configure
• Identify • ML and User • Production • Automate
services Training more services

Leverage established
foundation Use incident data to Prioritize top services and
No need to have a fully identify top opportunities iterate to scale
populated CMDB

servicenow.com/AIOps