Course Overview
Event Management starts with an event generated from a monitoring solution and ends with automated remediation of an infrastructure issue. As a standard piece of the IT Operations Management Suite, this ITOM application is a manager of managers recording events generated in native and third-party monitoring systems acted upon as alerts, and other tasks, in ServiceNow. In this two-day Event Management Fundamentals course, attendees learn how to enable service-centric operations management by configuring Event Management in ServiceNow.
Prerequisites
The following prerequisites are recommended, but not required:
- Welcome to ServiceNow
- ServiceNow Administration Fundamentals Instructor-Led, or On Demand
Learning Objectives
- Describe the capabilities and benefits of ITOM Health Event Management how it fits into the ITOM application suite
- Learn to navigate key Event Management application components (e.g., operator workspace, dashboards, alert intelligence)
- Capture and record events
- Generate meaningful alerts from events
- Create actionable tasks, such as incidents, from alerts
- Use Agent Client Collector monitoring
Content Outline
Lessons
- What is the ITOM Product Suite?
- Define customer challenges
- Learn about Event Management capabilities
- Learn about the high-level Event Management Process
- Demonstrate application and technical services
Lab
- Lab 1.1: Windows VM and Event Creation
- Lab 1.2: Create Application Services and View them in Operator Workspace
- Lab 1.3: Create a Dynamic CI Group Technical Service
Lessons
- Understand the Discovery and MID Server architecture
- Understand Event Management architecture
- Understand the monitoring process
- Understand the MID Server Installation process
Lab
- Lab 2.1: Validate the MID Server
- Lab 2.2: Execute a Discovery
Lessons
- Understand the difference between an event and an alert
- Understand how events are processed
- Learn how to use event rules
- Learn how CIs bind to alerts
- Learn how to use event field mappings
- Learn how to use event thresholds
Lab
- Lab 3.1: Event Processing
- Lab 3.2: Event Binding with Event Rules
- Lab 3.3: Event Binding with Event Rules and CI Identifiers
- Lab 3.4: Event Field Mapping Rules
- Lab 3.5: Event Threshold Rules
Lessons
- Describe the purpose of an alert
- Describe the key data in an alert
- Learn to navigate the key alert interfaces
- Learn what actions can apply to an alert for resolution
- Learn how alerts are aggregated and correlated (grouped)
- Learn about alert flapping
- Understand how the alert impact profile is calculated
Lab
- Lab 4.1: Alert Flapping
- Lab 4.2: Alert Management Rules for Generating Incidents
- Lab 4.3: Configuring the Service Map
- Lab 4.4: Application Service SLAs
Lessons
- Identify various event sources
- Understand the use of Push versus Pull methods
- Learn how to convert emails into events/alerts
- Describe the configuration steps for a monitoring connector
Lab
- Lab 5.1: Create SolarWinds Connector and Events
- Lab 5.2: Processing Events from an Email Source
- Lab 5.3: Capture and Process SNMP Traps
- Lab 5.4: Optional Challenge Lab – Additional SNMP Traps
FAQs
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