In the Jakarta release, we have introduced greater innovation in IT Operations Management as well as further integration with the Now Platform™.  With Jakarta, we are helping you to manage cloud sprawl and eliminate service outages better than ever.  Let’s take a look at what’s new:


ServiceWatch Name Change 

With the Jakarta release, we have renamed the ServiceWatch Suite to IT Operations Management. This change reflects the continued expansion of the ITOM product line as we support the goals of our customers to eliminate service outages and manage cloud sprawl. You’ll also notice that we have revised the product bundles to better align with the way our customers want to use the products.  On our website, you’ll find the definitions of the standard, professional, and enterprise packages for IT Operations Management.


Now let’s get into what’s new and improved for IT Operations Management in the Manage Cloud Sprawl and Eliminate Service Outages solutions …


Manage Cloud Sprawl Solution


Cloud Management

We are proud to announce the next evolution in Cloud Management application, extending the Now Platform™ for your public and private cloud management. With this new application architecture, you will be able to accelerate your hybrid cloud strategy, govern cloud resources, and reduce costs, ensuring enterprise-class service delivery and control over cloud sprawl. The major features included in Jakarta include:

Cloud Management user portal.png

  • Cloud User Portal - Through this self-service portal, users have easy access to all their cloud services to better manage their resources. It includes curation of service catalog items specific to users, as well as cost management information. The portal is a central point that displays current spend, quota usage, and the status of all active resources.
  • Cloud Discovery and Management - Integration with the Now Platform enables IT to keep an up-to-date record of cloud resources in the CMDB with intelligent tagging that includes incident and change management controls. Resource blocks for the offerings in your service catalog have been abstracted from the underlying cloud providers to be executed in real-time using the latest design templates and applying your current enterprise-class policies. Once deployed, intelligent tags are automatically applied and information for the cloud resources is updated in the CMDB.
  • Cloud-agnostic Blueprints – This new design approach enables architects to quickly assemble offerings abstracted from policies and deployment specifics of differing cloud providers. Architects can create catalog items by designing blueprints of re-usable objects, applying cloud resources based on defined standards without the need to know the underlying cloud service provider. This helps govern the deployment of the right resources as well as streamlines the design process for cloud architects and developers.
  • Cloud Cost Management - Cloud Management enables IT to consolidate billing information from multiple AWS and Azure accounts into a single view. This gives IT complete visibility into the costs of cloud resources and enables the analysis of those costs for show-back at a granular level.


For additional details and features, please read the recent blog describing Cloud Management on the ServiceNow Community, Cloud Management data sheet, or Cloud Management web page.


Eliminate Service Outages Solution


With the new capabilities in Jakarta, you will be able to prevent outages across your hybrid infrastructure.  There are many enhancements throughout the ITOM applications, but some key highlights are Event Management’s predictive alerts, the new Operational Intelligence application that works in conjunction with Event Management, and Service Mapping’s cloud service maps. Additional enhancements have been made to Discovery, Orchestration, and CMDB as well.


Event Management

Many IT operations teams want to move from a reactive to a proactive approach to service outages.  Even better would be the ability to predict infrastructure issues and prevent outages from occurring in the first place.  An important enhancement to Event Management is the predictive alerts feature.  You can prevent service outages by using out-of-the-box machine-learning techniques to predict knock-on effects of critical alerts, with the percentage of probability, based upon historical alert patterns.  As a result, you can take action before an outage occurs and therefore eliminate service outages and improve service availability.  In addition we several new and updated capabilities to Event Management including:


  • You can now collect even messages from Cloud endpoints
  • The addition of an event rule designer to create event rules to generate alerts for tracking and remediation
  • Several new connectors and listeners have been added or updated.




Operational Intelligence

We've added a new application called Operational Intelligence. This new application utilizes analytics to proactively identify anomalies in a customer’s IT landscape. By identifying anomalies before an event occurs, IT teams can take action and prevent outages.  Operational Intelligence requires the Event Management application. Operational Intelligence ingests operational metrics of IT components and stores that information in a time series database. This could include memory use, disk space, CPU utilization, and more. From this information Operational Intelligence uses machine learning to determine if unusual– that is, anomalous behavior  - is occurring. Once spotted, the anomaly becomes an alert which is then ingested by the Event Management application and associated to business services on the Service Health Dashboard.  This can give IT advanced warning and the ability to take action before a service outage occurs. For additional information, please read our recent blog on the ServiceNow Community.


Service Mapping

As customers deploy workloads to public cloud providers, service maps must include visibility into not only the on-premises infrastructure components but also the cloud services that are being used as part of their hybrid environments.  The new cloud service mapping capability creates and updates service maps spanning both PaaS services (e.g., load balancer, RDS, etc. services from Amazon Web Services and Microsoft Azure) and infrastructure components.  As a result, you gain comprehensive visibility into your modern hybrid environments supporting your business services.


Other Service Mapping enhancements include configuration file change tracking, a pattern creation assistant, pattern designer enhancements, and additional support for ERP and healthcare platforms.  Configuration file change tracking enables side by side comparisons for analysis and troubleshooting. A pattern creation assistant guides users through the steps to create a new pattern-based connection section from an existing traffic-based connection, shortening the learning curve and speeding up mapping efforts. Additional pattern designer enhancements improve the ability of administrators to create patterns with less effort. Finally, we’ve included support for SAP as well as for the EPIC platform for healthcare organizations.





Event-driven cloud discovery for AWS and Azure now detects changes made outside of Cloud Management and triggers the creation and update of appropriate configuration items and their relationships within the CMDB. We’ve also added real-time discovery of VMware vCenter, outside of ServiceNow for over 40 events. Lastly, new Discovery content has been added which includes:


  • Microsoft SQL, Exchange and Server options, additional attributes for Oracle database options installed
  • Host-less cloud discovery, plus AWS ELB and RDB, Azure DB and LB, application and web servers including Apache and Tomcat
  • Patterns for load balancers (available in Jakarta for new instances)
  • Seamless integration with ServiceNow Premium Software Asset Management


In addition, improvements to the MID Server allow you to automate IP range assignments, streamlining and simplifying the setup process. We've also added new performance alerting that can now automatically alert MID Server administrators expediting the troubleshooting effort. Finally, pre-upgrade validation checks now run against the MID to determine current state and upgrade failures from well-known causes.



The Orchestration usage dashboard now enables customers to see their transactions, nodes, and activity development usage metrics, improving the details for users. The JDBC activity template now supports stored procedures, simplifying the process further. You also now can use signed scripts, such as PowerShell through the use of attachments for MID Server script, which provides more flexibility and better troubleshooting. Lastly, we’ve added Infolog support for Networks and API versions for greater extensibility.



There is now an opt-in for CMDB benchmarks showing health KPIs under IT Operations Management categories: displaying the number of duplicate CIs, the percentage of non-compliant CIs, and percentage of stale CIs. There have also been improvements to defining health rules for the dashboard, as well as CMDB compliance and correctness health enhancements. We’ve also enabled the creation of health groups via CMDB groups and group dashboard. Other improvements include identification engine inclusion rules, identification simulation and logs, saved queries search, partial query execution, tagging, and more.


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