Every business depends on digital services to engage customers, automate processes, and drive innovation. IT team is responsible for optimizing and monitoring your services with multiple systems and tools and adopts methodologies to detect issues and remediate outages. Nowadays, AI is eligible to automate remediation to view and prioritize issues for immediate outages.
Event management provides approach towards identifying problems and enables quick-fix paradigms for achieving a healthy IT system. It offers a single view to see issues, get simple analysis, correlate tags, check causes. In syncing, ServiceNow allows you to see correction actions, consolidate events, matrix and logs. ServiceNow Event Management platform initiates actionable alerts delivered via, generative AI to detect service outages.
Event management provides a methodology to integrate with different monitoring tools using connectors and listeners, enabling comprehensive data collection and correlation. It helps to reduce unwanted overhead processes and allows the building of inhouse optimum incident management capabilities.
Fig1: ServiceNow Event Management offers the intelligent operations experience
Understanding Event Management in ServiceNow
Event management in ServiceNow helps to identify early warning of potential service outages. It helps to improve end user satisfaction with fewer service disruptions. Event management through actionable items helps to identify root cause of issues quickly. And hence helps in reduction of event noise by 20%.
ServiceNow Event management now allows to:
- get a better operational experience driven by service-level intelligence.
- Increases insight into the status of business services through a single dashboard.
- Identifies at-risk business services.
- Diagnoses and pinpoint issues.
- Maximizes service uptime (quickly determine what needs attention now).
It triggers the status of the most critical business services across the organization. It helps to integrate the best way to provide actions through the automated workflows. It offers best remediation options for specific events.
Here, you can find Strategies to Improve Event Management by Decoupling Alerts and Incidents
Fig2: Event Management in ServiceNow drive self-healing and automated response with intelligent remediation and close-loop action
What Are Incomplete Integrations?
ServiceNow uses mid-server user domains or logged-in methodologies to create events. The events can also be generated by enabling HTTP request including, headers, payload, connector parameter, and the URL. The incomplete integrations are initiated because of adopting one of the following approaches:
- The Adoption of Inappropriate Paradigm: Because of cost-cutting methodologies organizations try to build the in-house integrations without expert guidance. Hence, it results in inappropriate data, leading to incomplete integration, which needs rectification and degraded performance.
- Implementation done Through Third-party Utilities: This kind of implementation leads to insecure environment as an API integration for ServiceNow needs to build an external environment to trigger inputs from ServiceNow through API integrations. It may result in data and information breach and may lead to system failure.
- Deviation from Out-of-the-Box Rules Provided by ServiceNow: Over customization may results in slow resolution leading to poor user experience. It can also be a major challenge at the time of upgradation of ServiceNow to a new release.
- Lack of Functional Understanding, Professional Guidance Support, and Training Modules: With the lack of unprofessional resources, organizations face multiple issues, such as inappropriate data modelling and poor result orientation.
- Integrations done on the Dummy Data: Due to the lack of real time data and information, un-deterministic integration outcome is achieved. It results in inappropriate and misleading report generation.
- Extraction of Large Data Corresponds to Performance Issues: Since the ServiceNow’s bandwidth is distributed amongst API and webservices, hence the organizations need to adopt workaround methodologies for the execution of bulk exports. It can be time-consuming and offers incomplete operations and hence results in data loss.
Fig 3. Integration through third-party tool may result in inappropriate data which needs normalization strategies to remove redundancy
How Incomplete Integrations Affect Event Management Efficiency
ServiceNow Event management efficiency is completely based on adoption of correct and complete integration strategies. The incomplete integrations enable:
- Risk associated with data loss, data retrieval failure, and unnecessary downtimes.
- Unrealistic data results in less efficient event management strategies. Hence, organizations real-time analysis requirements are compromised. It leads to incomplete dashboard and misleading reports.
- Inaccurate integration-based documentation results in risk mitigation issues when the processes are handed over to the new staff.
- Unprofessional staff for integration has adverse effect on the performance in terms of generating poor knowledge base and degraded performance.
- Customized workflows and processes are directly proportional to increased incurred cost, poor user experience, and inappropriate figures on the KPI reports.
- When the integration is incomplete, the event management efficacy reduces because of increased risk of security breach exposing data and information.
- As the usage of ServiceNow modules are scaled over a time, hence, due to poor integration methodologies organization incurs huge debts on technical, time, and cost measures.
Real-World Examples
Event is a notable occurrence or a notification from an infrastructure component for example:
- Memory utilization on the server is 95%
- C-drive utilization on the server is 90%
- A monitoring system generally has an agent installed on the host which will monitor the metrics as the base defined on business requirements.
For a financial institution if the event-based integration is inappropriate then it may impact
- The incident management system for the customers and the employees both.
- They may face security challenge for authorization of the eligible resources.
- The incorrect reporting happens because of unrealistic data and hence hamper the business objectives.
- The organization would lose their customers faith in them.
- The lack of expertise may result in sinking cost and efforts.
- It offers incorrect knowledge base because of incomplete data and inappropriate information gathering.
- The event-based alerts may not have the optimum resolution strategy.
Fig 4: Event-based alerts in ServiceNow
Strategies to Address Incomplete Integrations
Adoption of standard paradigms must suffice organization’s objective to build complete integration. Below mentioned are the approaches that an organization should follow to attain optimum integration outcomes:
- Recognition of need for the organizations should be based on their available resources. They should consider the out-of-the-box methods as available with ServiceNow and then scale the usage only if the current implementation has some deviation.
- Risk mitigation from third-party vendors can be avoided while working with proficient integration experts. One should opt ServiceNow inbuilt integration solution.
- The need of customization can be reduced by taking consultants advise on integration strategies. For better data availability, organization should think of implementing ServiceNow inhouse integration methodologies.
- The organization should have industry experts in terms of building integration needs and to train existing and future employees.
- The expert integration providers must be involved in an organization that should outsource the maintenance and support needs.
- Real time KPIs need to be built along with the user stories so that the qualitative and quantitative aspect of integration can be analysed.
- To meet the organization’s objectives and demands, organizations should opt for ServiceNow base integration methodologies for more efficient integration results.
Also, read how to enhance workflow with efficiency Automated Event Management.
Conclusion
Incomplete integrations can significantly hinder the efficiency of ServiceNow Event Management by compromising data accuracy, creating security vulnerabilities, and leading to suboptimal performance. These gaps not only disrupt seamless event tracking and remediation but also incur additional costs and risks for organizations.
By recognizing the importance of robust integration practices, businesses can ensure better outcomes through standardized approaches, expert guidance, and efficient use of InMorphis ServiceNow's built-in integration capabilities. Emphasizing training, risk mitigation, and real-time KPI tracking enables organizations to optimize their event management strategies, ensuring uninterrupted services, accurate reporting, and enhanced user satisfaction.
