Case Study: Zillow reduces thousands of events to under 100 actionable incidents with ServiceNow Event Management

Zillow Group Creates a Unified View of Events and Incidents across Their Data Center

Zillow Group, owner of leading real-estate brands like Zillow, Trulia and StreetEasy, relies on a highly available, accurate data center to deliver fresh content to consumers. As the business scaled and acquisitions added more services, multiple monitoring tools sent thousands of raw events daily via email to Tier 1 staff, creating an unmanageable, manual process with no easy way to link knowledge articles to specific events.

By extending their existing ServiceNow deployment with ServiceNow Event Management, Zillow created a unified, correlated view of events tied to configuration items in the CMDB and to relevant knowledge articles. The platform reduced thousands of raw events to fewer than 100 actionable incidents (automatically closing most), cut the Tier 1 workload to a few dozen tickets a day, sped diagnosis and resolution, and positioned Zillow to roll the solution out across brands and support 24x365 operations.

Zillow

Seth Thomas

Director, Site Operations