Tech Talk with Prashant Session 7 | Event Management Part 2 | SERVICENOW

Introduction

In this article, we will discuss the second part of the Event Management topic covered in the Tech Talk with Prashant Session 7. The session focuses on the configuration and implementation of Event Management in ServiceNow.

Connectors and Configuration

The session starts with an overview of connectors, which are used to retrieve events from an external source and populate the event table in ServiceNow. There are push and pull connectors available, and they can be configured based on the specific requirements of the integration. The configuration also includes setting up the mid server extension, configuring email notifications, and enabling the SNMP trap collector.

Event Rules and Field Mapping

The next topic covered is event rules, which are used to determine how events will be converted into alerts. Event rules can be configured based on filters, transformations, and compositions. Event field mapping is also discussed, which allows the mapping of event fields to alert fields, including the severity mapping.

Alert Management

Alert management is covered in the session, which involves the automation of alerts and their conversion into incidents. Alert management rules can be configured to create incidents, resolve alerts, and synchronize the state between alerts and incidents. Different types of alert groups, such as log analytics, CMDB correlation, and manual correlation, can be configured based on specific conditions.

Impact Calculation

The session also explains how impact calculation works, which helps to determine the overall impact of an outage. Impact calculation takes into account factors such as severity, service dependencies, and CI relationships. It helps to prioritize incidents and focus on the most critical alerts.

Summary of Keywords

Connectors, Configuration, Pull Connectors, Push Connectors, Event Rules, Event Field Mapping, Alert Management, Impact Calculation

FAQ

Q: How can Event Management help reduce business impact? A: By automating the process of converting events into alerts and incidents, Event Management helps identify and resolve issues more efficiently, reducing the impact on business operations.

Q: How does the impact calculation feature work? A: Impact calculation takes into account factors such as severity, service dependencies, and CI relationships to determine the overall impact of an outage. It helps prioritize incidents and focus on the most critical alerts.

Q: Are there out-of-the-box connectors available in ServiceNow? A: Yes, ServiceNow provides a range of out-of-the-box connectors for popular monitoring tools and systems. These connectors can be configured to retrieve events and populate the event table in ServiceNow.

Q: Can event rules be customized based on specific requirements? A: Yes, event rules can be customized to meet the specific requirements of an organization. They can be configured based on filters, transformations, and compositions to convert events into meaningful alerts.

Q: How can alert management rules be used to automate incident creation? A: Alert management rules can be configured to automatically create incidents from alerts based on predefined criteria. This helps streamline the incident management process and ensures prompt resolution of issues.