---
title: Agent Client Collector Monitoring use case
description: The Agent Client Collector Monitoring \(ACC-M\) use case demonstrates how organizations can achieve unified monitoring across hybrid IT environments.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-operations-management/agent-client-collector/acc-monitoring-use-case.html
release: australia
product: Agent Client Collector
classification: agent-client-collector
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 3
breadcrumb: [Exploring Agent Client Collector, Agent Client Collector, IT Operations Management]
---

# Agent Client Collector Monitoring use case

The Agent Client Collector Monitoring \(ACC-M\) use case demonstrates how organizations can achieve unified monitoring across hybrid IT environments.

## Use case overview

Many enterprises today operate in a hybrid IT environment, where some resources are hosted on-premises, while others reside in the cloud. This complexity often leads to fragmented monitoring, making it difficult to obtain a unified view of IT service health. Agent Client Collector Monitoring \(ACC-M\) bridges this gap by providing a comprehensive and converged picture of the organization's services, regardless of where they’re hosted. ACC-M is a lightweight monitoring solution that integrates seamlessly into its existing ServiceNow platform.

## Challenge

An IT operations team struggled to cohesively monitor service health, due to the disparate nature of its infrastructure. On-premises resources, such as databases and ERP systems, were monitored using traditional methods, while cloud services had separate monitoring tools. This fragmentation resulted in:

-   A lack of real-time visibility into overall service health.
-   Delayed issue identification and troubleshooting.
-   Multiple monitoring dashboards, increasing complexity for the IT team.
-   Difficulty in correlating on-premises and cloud alerts, leading to inefficiencies.

## Solution

ACC-M enables real-time, unified visibility across a hybrid IT environment. It improves operational efficiency, reduces downtime, and creates a more resilient IT infrastructure capable of supporting both on-premises and cloud-based services.

ACC-M streamlines the monitoring of on-premises and cloud resources into a single, unified display by offering the following solutions:

<table id="table_n2d_wwq_ycc"><thead><tr><th>

Solution

</th><th>

Description

</th><th>

Outcome

</th></tr></thead><tbody><tr><td>

Unified monitoring across environments

</td><td>

ACC-M collects health metrics, performance data, and alert statuses from both on-premises and cloud infrastructure components. ACC-M uses lightweight agents installed on servers, VMs, and cloud resources to gather relevant data, providing:

-   CPU and memory utilization for on-premises servers.
-   Network performance metrics.
-   Availability and performance metrics for cloud services, such as databases and storage.

</td><td>

Improved response:

 With a unified view of all resources, the IT operations team can quickly identify where issues are occurring and prioritize them based on overall service impact, reducing their mean-time-to-resolution \(MTTR\).

</td></tr><tr><td>

Converged health view

</td><td>

ACC-M provides the company’s IT team with a converged health dashboard within the ServiceNow platform, providing:

 -   A unified view of both on-premises and cloud resources.
-   Real-time updates on service health, ensuring that hybrid services are monitored together and not in isolation.
-   Integrated insights into service dependencies, correlating incidents that impact both on-premises and cloud systems.

</td><td>

Proactive monitoring and maintenance:

 ACC-M’s real-time health metrics enable proactive monitoring of services, avoiding outages by identifying and resolving issues before they escalate.

</td></tr><tr><td>

Hybrid Alerting and Automation

</td><td>

ACC-M enables setting up automated alerts for both on-premises and cloud environments, streamlining their incident response processes. When a service in the hybrid environment experiences an issue, ACC-M does the following:

 -   Automatically generates alerts with enriched context, identifying whether the issue originated from the on-premises infrastructure or cloud services.
-   Triggers automated workflows for remediation based on the alert type, reducing manual intervention.

</td><td>

Operational efficiency:

 The convergence of on-premises and cloud monitoring into a single platform eliminates the need for multiple monitoring tools. This reduces complexity and frees IT resources to focus on more strategic tasks.

</td></tr><tr><td>

Service Health Visualization

</td><td>

Using the ServiceNow Service Map enables visualizing how services are performing across the entire hybrid infrastructure. ACC-M feeds this with continuous, real-time data, helping the IT team do the following:

 -   Track dependencies between on-premises and cloud services.
-   Identify potential points of failure before they impact the business.
-   See at a glance which services are healthy, degraded, or at risk, wherever they’re hosted.

</td><td>

Enhanced Business Continuity:

 With a full view of the hybrid infrastructure health, IT can ensure that critical business services are up and running, improving overall business continuity.

</td></tr></tbody>
</table>