How to: Get Started with ITOM Event Management

Introduction

This tutorial provides a comprehensive guide on getting started with ITOM Event Management using ServiceNow. Whether you're new to this tool, considering its implementation, or seeking to improve your existing setup, this guide covers essential concepts, configuration steps, and best practices to help streamline your event management processes.

Step 1: Understanding Event Management

Event Management in ServiceNow helps IT operations teams manage the overwhelming number of alerts from various monitoring tools. The key goals include:

• Aggregating data from monitoring tools to make it manageable and actionable.
• Quickly identifying root causes of issues to restore services faster.
• Prioritizing alerts based on business criticality to focus on what matters most.

Practical Tips

• Identify critical services that impact user experience and revenue.
• Utilize automation workflows to streamline remediation of common issues.

Step 2: Setting Up Event Management

To effectively use Event Management, follow these configuration steps:

Step 2.1: Activate the Event Management Plugin

• Submit a request via the Now Support portal to activate the Event Management plugin.

Step 2.2: Install and Validate a MID Server

• Ensure a validated MID Server is installed to pull monitoring data into ServiceNow.
• It is recommended to deploy the MID Server on a Windows machine for broader CI support.

Step 2.3: Connect Monitoring Tools

• Use pre-built connectors or create custom connectors to pull data from monitoring tools like SCOM, SolarWinds, or Zabbix.
• Gather necessary connection parameters and credentials from your monitoring teams.

Step 2.4: Define Event Rules

• Set up event rules to determine when an event should escalate to an alert.
• Utilize out-of-the-box event rules to simplify initial configurations.

Step 2.5: Configure Alert Management Rules

• Define what actions should occur when alerts are generated, such as creating incidents or triggering remediation workflows.

Step 2.6: Establish Alert Correlation Rules

• Set rules for grouping related alerts into primary and secondary alerts to reduce noise and improve clarity.

Step 3: Leveraging the ServiceNow Interface

Utilize the ServiceNow interface to visualize and manage events effectively.

Operator Workspace

• Use the Operator Workspace to view and prioritize alerts based on severity and business criticality.

Service Operations Workspace

• Access the Service Operations Workspace to collaborate with teams, filter alerts, and manage critical events effectively.

Step 4: Training and Resources

Consider enrolling in ServiceNow training programs to enhance your skills in Event Management. Recommended training includes:

• Self-paced online courses or instructor-led sessions.
• Access resources on the Now Learning platform for Event Management fundamentals.

Step 5: Using Guided Setup for Implementation

For those less familiar with ServiceNow, the Guided Setup feature provides a structured approach to configuring Event Management. Key steps include:

• Activating the Event Management plugin.
• Configuring the MID Server and Event Source connectors.
• Following a step-by-step process to establish event rules and automation.

Conclusion

Getting started with ITOM Event Management in ServiceNow involves understanding its purpose, configuring essential components, and leveraging the platform's capabilities for effective alert management. By following this guide, you can streamline your event management processes, reduce noise, and enhance operational efficiency. For deeper insights and resources, consider reaching out to your ServiceNow account team or exploring the Now Community forums.