Alert Investigation

Overview

This skill provides a structured, deep-dive investigation methodology for ServiceNow ITOM alerts using the LEAP framework:

• Locate -- Identify the alert, its source, and the affected CI
• Examine -- Trace CI relationships, check recent changes, review historical patterns
• Analyze -- Correlate with related alerts, metric data, and business impact
• Propose -- Suggest remediation actions based on knowledge base articles and past resolutions

Use this skill when a single alert or cluster of alerts requires root cause investigation beyond basic triage. It goes deeper than alert-analysis by focusing on individual alert forensics.

When to use: An operations engineer receives a Critical or Major alert and needs to understand the full blast radius, whether a recent change caused it, and what remediation steps to take.

Plugin required: com.snc.event_management

Prerequisites